Billing & Plans
Upgrade & downgrade
How to change your Lumen plan, and what happens when you do.
You can change your plan at any time from the Lumen dashboard.
How to upgrade
- Go to Apps → Lumen → Settings → Billing.
- Select the plan you want to upgrade to.
- Confirm the change through Shopify's billing approval screen.
- Your new features are available immediately.
How to downgrade
- Go to Apps → Lumen → Settings → Billing.
- Select the lower plan.
- Confirm the change.
What happens when you upgrade
- New features activate immediately
- You're billed the prorated difference for the remainder of your current billing cycle
- Your billing date stays the same
What happens when you downgrade
- The change takes effect at the start of your next billing cycle
- You keep your current plan's features until then
- No refund for the remainder of the current cycle
Feature changes when downgrading
Pro+ → Pro:
- Sentiment analysis and advanced analytics are disabled
- Custom avatar reverts to default
- AI persona settings are preserved but inactive
- Escalation limit drops from 2,000 to 500/month
Pro → Free:
- Analytics dashboard is disabled
- Email escalation is disabled
- Order lookups are capped at 50/month
- "Powered by Lumen" branding reappears
- Widget customization options are reduced
Cancellation
To cancel Lumen entirely:
- Go to Apps → Lumen in your Shopify admin.
- Click Uninstall (or go to Settings → Apps and remove Lumen).
After uninstalling:
- The chat widget is removed from your storefront immediately
- Chat history is deleted after 90 days per our retention policy
- You can reinstall at any time — your settings will need to be reconfigured