TL;DR:
Use Plans & Billing to view invoices, update billing details, manage plans/seats, and add additional sending addresses. This helps you keep payments, invoicing, and team seats organized in one place. Takes about 5–10 minutes.
Who Should Use This
Admins who need to manage subscriptions, invoices, or billing details
Team owners who want to add/remove seats or review who is using seats
If you’re not an Admin, you won’t have access to Plans & Billing, ask an Admin on your team for help.
Note: Only users with an Admin role have access to the Plans & Billing section.
Why This Matters
Plans & Billing is where you control how you’re billed, where invoices are sent, and which users have paid seats. Keeping this up to date prevents missed invoices, billing confusion, and issues when changing seat counts or plans.
Key Concept / Mental Model
Seats are paid user access for a product (e.g., lemlist, lemwarm, lemcal).
Additional emails let you add more sending addresses without adding another user (seat).
You can’t reduce the number of seats below the number of seats currently in use.
The new Email plan is available only for new customers.
On the Email plan, billing is based on your team’s monthly email sending limit, not on paid seats.
Step-by-Step Guide
1) Open Plans & Billing
In the bottom-left corner, click your profile, then select Settings
In Team settings, open Plans & Billing to access the redesigned billing dashboard
2) Manage your subscription
In the Subscription section, review your current plan and seat count, then click Manage
Choose your billing frequency with Monthly, Quarterly, or Yearly, and confirm the currency shown in the top-right corner
Adjust the number of paid users with the - and + controls
If you decide not to apply the change, click Cancel
If you are moving to a higher Email tier, the change takes effect immediately. You’ll be charged the full price of the new tier minus the prorated unused amount from your current tier, your billing anniversary date will change, and your email sending usage resets to 0 / new limit.
If you are moving to a lower Email tier, the downgrade takes effect only at the end of the current billing period. There is no prorated refund for the downgrade.
If you are on Multichannel Expert, a legacy plan, or want to switch between Multichannel Expert and Email, you can't directly switch between those plans from the same team — the button will be greyed out. There are two options:
Option 1 – New team (recommended): We create a new team on the plan you want and migrate your email campaigns. You'd need to manually move over contacts, companies, and unsubscribed lists.
Option 2 – Stay on current team: We escalate to Finance and they handle the switch — applying a credit for unused time and adjusting billing accordingly. If the credit doesn't cover the full amount, the difference is charged to your payment method. Whichever option you choose, the new plan starts a fresh 30-day billing cycle immediately — unused days don't carry over.
Note: The new Email plan includes the features of the former Email Pro offer, but the additional email add-on is not available on that plan because it includes unlimited users and senders per user.
3) Manage add-ons
Use the Add-ons section to review active add-ons like domains, email addresses, additional email slots, or WhatsApp, and click Manage on the add-on you want to update
4) Buy credits, calling minutes, or new add-ons
In the Credits section, review your available credits and calling minutes, then click Buy credits or Buy minutes if needed
Scroll to Add new Add-ons to purchase additional products such as phone numbers and other available add-ons
5) Manage invoices (view, check due date, download)
In the Invoices card, click View all
Use the invoices page to review invoice IDs, due dates, status, products, and totals
Download an invoice using the download icon next to the invoice you want
Note that issued invoices in lemlist are immutable due to legal and accounting requirements. This means that once an invoice is generated, its details, such as company name, address, or VAT number, cannot be changed retroactively. Ensure billing details are updated in advance to accurately reflect on future invoices.
6) Automatically send invoices to specific email address(es)
In the Send invoices to card, click the edit icon to add or update invoice recipient email addresses
7) Update your payment method
In the Payment methods card, review the default card currently used for billing and click the edit icon to update it
8) Change billing currency
In the Currency card, review the current billing currency and click the edit icon if you need to change it
9) Update billing information
In the Billing information card, review your saved billing address and VAT details, then click the edit icon to update them
Important Note: Updating billing information in the "Billing Information" section ensures that future invoices reflect the updated details. Changes made here do not apply to past invoices due to compliance requirements.
How You’ll Know It Worked / Success Indicators
✓ You can open My invoices and download invoices from the invoices list.
✓ Your invoice recipient email(s) appear under Send invoices to.
✓ Your billing card and/or billing address updates are visible in Billing information.
✓ Your plan or tier changes show on the billing page, and seat usage matches your team list.
Troubleshooting / Pitfalls
Issue: I accidentally canceled my subscription
Root cause: You selected “Cancel” by mistake.
Fix:
Navigate to the Plans & Billing section and click on Manage Plan.
If cancellation is still pending, follow the available on-screen option to restore or reactivate your subscription.
Issue: I can’t access Plans & Billing
Root cause: You’re not an Admin on the team.
Fix:
Ask a team Admin to update your role or perform the billing change for you.
Issue: I can’t downgrade to fewer seats
Root cause: You can’t reduce seats below the number of seats currently in use.
Fix:
Scroll to the seat usage list and disable a seat for at least one user.
Try the downgrade again once the number of enabled seats is below your target.
Example: If you pay for 101 seats and 57 are currently used, you can’t downgrade below 57 until you disable at least one user’s seat.
Billing / Pricing Notes (Refunds & Post-cancellation)
Auto-renewal charges generally can’t be refunded unless approved in exceptional cases by the support team.
Items like lemlist bought domains and emails are non-refundable due to contractual terms.
After cancellation, your subscription remains active until the end of your billing cycle if prepaid. Refund processing typically takes 1–10 business days, depending on your bank.
Unexpected charges may occur if you add a seat after downgrading; seat upgrades after a previous downgrade will trigger a license charge.
For the Email plan, upgrading to a higher tier applies immediately with prorated billing, while downgrading applies only at the end of the billing period.
VAT Handling Policies
VAT is applied based on the account's billing settings at the time of payment. If a VAT ID is added after an invoice is issued, it only applies to future invoices.
For VAT recovery on past invoices, utilize VAT returns to claim input VAT rather than seeking invoice adjustments.