Plan Downgrade FAQ

When you downgrade your plan, your allowances and some features are adjusted automatically. This page explains what happens to your tracked items, licenses, and settings, and how to consolidate your account.

What happens to my tracked items when I downgrade?

Each plan includes a set number of tracked items. A tracked item is a report with Pixies, or a semantic model or data agent you are preparing for AI; reports are counted separately from semantic models and data agents. Downgrading reduces your allowance to the new plan's number, but your existing tracked items keep collecting data. While your count is over the new allowance, you cannot add new tracked items.

Data you have already collected stays in your account and follows your data retention policy. Deleting reports does not make room for new tracked items: a report or model keeps counting after you remove its Pixies or delete it. Upgrading again restores the higher allowance.

Can a downgrade ever create session charges?

No. Sessions are never billed, on any plan, on either side of a downgrade. Paid plans include a fair-use session allowance across your tracked reports. A session = one person using one report on one day. Exceeding this allowance only slows dashboard refresh until usage drops back below it. It never results in additional charges. When you downgrade, the fair-use allowance adjusts to the new plan; there are no meters and no overage charges.

What happens to my licenses when I downgrade?

Multiple licenses are an Enterprise capability: each license is a separately deployed estate with its own data store, dashboard, security keys, data residency, and member scoping. Standard and Pro plans include a single license (your Primary license). When you downgrade from Enterprise:

• Your Primary license remains fully active and unchanged.
• All additional licenses are frozen. They appear with a "Frozen" badge in the Licenses page.
• Frozen licenses continue collecting data from reports that already have Pixies. No telemetry is lost.
• You cannot add, update, or manage Pixies on frozen licenses until you consolidate or upgrade back to Enterprise.

How do I consolidate to a single license?

Follow these steps to move everything to your Primary license:

1. Reassign members: Go to the Teams page and reassign members from frozen licenses to your Primary license. Members who are only on a frozen license will not be able to manage reports until reassigned.
2. Add Pixies again: Go to the Add Pixies page and add Pixies again to the reports you want to keep tracking, within your new plan's tracked-item allowance. The new Pixies will write to your Primary license's container.
3. Set up a new dashboard: Install a fresh BI Pixie Dashboard connected to your Primary license's container. Your old dashboard connected to the frozen license's container will continue to show historical data but will not receive new telemetry from re-instrumented reports.
4. Delete frozen licenses (optional): Once all members are reassigned and reports have Pixies again, you can delete the frozen license from the Licenses page to clean up. Members still on the frozen license will be automatically reassigned to your Primary license.

What happens to data in frozen license containers?

Data in frozen containers is not deleted. It follows your plan's standard data retention policy. Reports instrumented against frozen licenses continue collecting events as normal. However, you cannot add new reports or update settings for those reports until you consolidate or upgrade.

What happens to Pro features like feedback and surveys?

If you downgrade from Pro or Enterprise to Standard, features like feedback controls and embedded surveys are automatically disabled. Your previous settings are preserved. If you upgrade back to Pro or Enterprise, they will be restored.

What if I upgrade back to Enterprise?

All frozen licenses are automatically restored to active status. No action is needed: your data, members, report configurations, and dashboards continue working exactly as they were before the downgrade.

Can I still see my frozen license data in dashboards?

Yes. Existing BI Pixie Dashboards connected to frozen license containers continue refreshing and displaying data normally. The dashboard reads data from the storage container, which remains accessible regardless of license status.

Get help with your plan

If you need assistance with consolidation or have questions about your plan, contact our support team.