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Use one plan change flow for upgrades and downgrades. Both Admin and Staff broker users can submit a plan change. The panel determines the direction from the current plan’s rank and the selected plan’s rank in your broker catalog. Your available plans can use custom names: a move to a higher rank is an upgrade, and a move to a lower rank is a downgrade.

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Change the plan

Change Service Plan dialog confirming a manually accepted catalog plan
1

Open the service

Select Services in the sidebar, find the service in Client Services, then select Manage.
2

Open the plan change dialog

Find Upgrade/Downgrade under Service Actions and select Change Plan to open Change Service Plan.
3

Select the new plan

Check Current Plan, open New Plan, and select the required catalog plan. The list shows the other active plans that are eligible for the service and excludes the current plan.
4

Confirm

Review whether the change is an upgrade or downgrade, then select Confirm Plan Change.
For an automatically fulfilled plan, the confirmation states that the request will be queued for processing. For a manually fulfilled plan, it states: This plan requires manual acceptance before fulfillment.
The panel creates a service request with the Upgrade or Downgrade type. If the same target plan already has a Pending or Processing request for the service, the panel reuses that request. Do not submit the same change again.

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Track the request

Review the plan-change event in the service’s Service Log, or select Requests in the sidebar, filter Service Requests by Upgrade or Downgrade, and select View to open Request Details. An automatically fulfilled plan change from the service page does not require a separate broker approval. A plan that requires manual acceptance remains pending until it is reviewed.
Last modified on September 8, 2026