FAQs: Billing and Payments

FAQs on Billing and Payments

How much does Zoho CRM cost?

Zoho CRM offers a range of pricing plans to suit various business needs. The cost depends on the features, user access, and additional functionalities required, and is generally adheres to a per-user subscription model.

Zoho CRM's editions:

Standard Edition: Zoho CRM's Standard Edition serves as the foundational plan for businesses. It encompasses essential CRM features including lead management, contact organization, account tracking, and more. This plan is an excellent starting point for businesses seeking core CRM functionalities.

You can explore a detailed breakdown of features and pricing specifics by visiting the feature comparison and pricing detail page here.

Professional Edition: Zoho CRM's Professional Edition introduces a host of elevated features essential for businesses aiming for a more sophisticated CRM experience. These encompass crucial functionalities like precise sales forecasting, seamless email integration, and efficient inventory management tools.
This edition serves as an ideal upgrade for businesses seeking enhanced capabilities and deeper insights into their sales processes, providing a comprehensive suite of tools designed to streamline operations and boost productivity.

You can explore a detailed breakdown of features and pricing specifics by visiting the feature comparison and pricing detail page here.

Enterprise Edition: Zoho CRM's Enterprise Edition is specifically designed to meet the complex needs of enterprises. It caters to businesses that require customizations, in-depth reporting capabilities, and an extensive array of additional features.
This edition offers a comprehensive suite of tools that empower businesses to fine-tune their CRM processes, personalize workflows, and delve deeper into analytics. It's an ideal solution for companies seeking advanced functionalities and the ability to adapt the CRM system to their specific and evolving requirements.

You can explore a detailed breakdown of features and pricing specifics by visiting the feature comparison and pricing detail page here.

Ultimate Edition: Zoho CRM's Ultimate Edition offers an expansive range of advanced features, unparalleled customization options, and top-tier priority support. This comprehensive package is tailored to meet the diverse and sophisticated needs of businesses, providing an extensive toolkit for unparalleled control, flexibility, and top-notch assistance.

You can explore a detailed breakdown of features and pricing specifics by visiting the feature comparison and pricing detail page here.

Factors that affect cost 

  1. User count: The total cost of your subscription depends on the number of users licenses your organization needs.
  2. Monthly vs. annual billing: Opting for annual billing often comes with a discounted rate.
  3. Additional add-ons: Zoho CRM offers various addons and integrations that enhance your CRM's overall capabilities and may increase your total subscription cost.

Customization and support 

Zoho CRM pricing includes standard features. Additional customization, implementation, and dedicated support might incur extra costs. We also offers consultancy services to assist you with tailored solutions.

Free trial and discounts 

Zoho CRM typically offers a free trial period of 15 days, allowing users to explore the platform before subscribing to any plans. Additionally, there are occasional discounts, especially during special promotional periods or for non-profit organizations.


The cost of Zoho CRM varies depending on the chosen plan, user count, billing cycle, and additional requirements. It's essential to assess your business needs, the features you require, and your budgetary constraints in order to select the most suitable plan.

Always keep an eye out for promotions, discounts, and offers that might help reduce your overall expenses. Consider the long-term benefits and align your chosen plan with your business growth strategy. For more detailed information, check this link or contact our dedicated sales team for precise pricing details based on your specific needs.

What does "per user per month" mean in your pricing model?  

Zoho CRM users are individuals who utilize the platform to manage records and streamline business processes. Common user types include sales reps, managers, CRM administrators, CEOs, marketing managers, and support agents. The number of users you can add to your CRM depends on the number of user licenses you've purchased. The pricing structure is based on a "per user per month" model, meaning you pay a specific amount each month for every user added to your account.

Learn more about subscription and user license fees on the feature comparison and pricing detail page here.

If I delete a user, does it cancel the user's license as well?  

No, deleting a user does not automatically cancel a license. To cancel a user license, you must specifically cancel the subscription associated with that license.

Does Zoho CRM charge me for inactive users? 

Zoho charges based on the total number of user licenses purchased for your account, regardless of user status—active or inactive. To avoid charges for a deactivated user, you must adjust the total number of user licenses in your account.

How do I upgrade my support service directly from Zoho CRM?

 Zoho offers three types of support service tiers: Classic, Premium, and Enterprise.


By default, customers who have subscribed to any of the paid CRM editions (Standard, Professional, Enterprise, or Ultimate) are entitled to Classic support. Click here to learn more about the Classic support tier's coverage.

If you'd like to upgrade to a higher tier—Premium or Enterprise—you can easily do so from your account by following these steps: 

  1. Log in to your CRM account.
  2. Click on your profile image in the top right corner of the app.
  3. In the Need help? section, do one of the following, as applicable:
    1. If you're currently using Classic support, click on 24/7 Priority assistance.
    2. If you're currently in Premium support, click on Try Enterprise support.
    3. In the ensuing Zoho CRM Support Tiers page, click the Upgrade button in the desired support tier. 
  4. You'll be directed to our Zoho Store to complete the purchase.
    1. In the Subscription page, click Upgrade User/Add-Ons button.

    1. In the Manage your Zoho CRM Subscription page, select your desired Support Add-On.

  1. Click Make Payment to upgrade your support tier.

Click here to learn more about our support plans. 

Note:  If your CRM purchase was made offline, please write to us at renewal@zohocorp.com to upgrade your support tier.

See also: Manage your subscription in Zoho CRM

How do I subscribe for additional file storage?

Zoho CRM offers file storage solutions as detailed here. If you find yourself in need of additional file storage space, you can easily upgrade by Navigating to Setup > Data Administration > Storage > Data Storage.
Note: Extra file storage is USD $4 per month for 5 GB. Please note that this extra file storage option is not available in the Free Edition of Zoho CRM.

You can purchase up to 100 GB of extra storage.

Alternatively, you can free up storage space by navigating through records and deleting the attachments that you don't need.

How do I update my credit card information?

As part of your Zoho CRM service subscription, you have the option to update your credit card information periodically. Please note that your credit card details are not stored within our applications. The details you provide are secured and authenticated by VeriSign.


Alternatively, you can navigate to the payment details page using this link in order to update your payment method.


To update your credit card details, follow these steps: 

  1. Go to your profile and click on Manage Subscription.
  2. On the Payments page, access the Payment Method dashboard.
  3. Click on Change Payment Method.
  4. Select the Credit Card tab and input the necessary details.
  5. Click Update.

Can I make payments using my Amex card?

Yes, you can make payments using your Amex card. While entering the credit card details, you can select the Amex card option from the dropdown list.

What types of payments do you accept?

We accept payment via Visa, MasterCard, American Express, and PayPal (you must have a PayPal account). We also accept payment by wire transfer for yearly subscriptions. For more details, please contact sales@zohocorp.com.

Is my data safe in Zoho CRM?

Your data is highly secure with us. We employ various measures to safeguard your data, which include stringent practices across multiple fronts:
  1. Physical security measures, such as 24/7 surveillance, biometric access, video monitoring, and fortified infrastructure, like bullet-resistant walls.
  2. Network security protocols involving encryption and robust intrusion detection and prevention systems.
  3. Comprehensive strategies involving people, processes, redundancy, and business continuity plans to ensure data integrity and safety.

How do I change my payment method from annual to monthly?  

Please reach out to payments@zohocorp.com to switch your payment method from annual to monthly.

What does "100,000 records" mean in the Features & Availability chart?

The "100,000 records" entry in the Features & Availability chart indicates that within Zoho CRM, you can add a total of 100,000 records across all modules.
In Zoho CRM, each individual entry you create is referred to as a record. For instance, creating a lead like "Jasmine Frank" within the Leads module constitutes a single record. This applies across various modules like Contacts, Accounts, Deals, and others. Your record limit depends on the specific edition you've selected. For instance, in the Standard Edition, you can create up to 100,000 records across all modules. However, higher editions impose no limit at all, providing expanded capacity for your data input needs.

Get a detailed breakdown of features and pricing by visiting the feature comparison and pricing detail page here.

How do I purchase additional user licenses?

To purchase user licenses for Zoho CRM, follow these steps: 

  1. Log in to your Zoho CRM account.
  2. Click on the Upgrade link located at the top of the interface.
  3. Choose your desired plan, specify the number of users you need, and include any additional add-on licenses you may require.
  4. Proceed to checkout to complete your purchase. 
This process allows you to acquire additional Zoho CRM user licenses easily, per your business needs.

How can I delete my Zoho CRM account permanently?

You can discontinue your Zoho CRM service or delete an unused account under any circumstance. Similarly, if an employee is no longer using your org's CRM account, you can either deactivate or delete their profile.

Points to note before you delete your CRM account:

  1. You can delete a single user or personal account immediately, provided it's subscribed to Free Edition.
  2. If you're subscribed to a paid edition, you must first downgrade to the Free Edition or cancel your subscription entirely.
  3. If the account has multiple active users, you must deactivate all users before deleting the account.
  4. A week (seven days) after the deactivation of the account's last active user or the cancellation of your subscription (after downgrading from a paid edition), the Delete CRM account link will be available in the Company Settings page.
  1. If required, you can download an entire backup of your account's data and attachments.

To delete your account

  1. Go to Setup > General > Company Settings.
  2. Click the Delete CRM account link.
  3. Read the warning message and confirm the action. You'll be logged out of your account and will receive a system-generated confirmation email.
Note: Deleting your Zoho CRM account will not lock you out of all other Zoho services. After closing your Zoho CRM account, you can access other Zoho services using the same email address.

Contact the payments team at cancellation@zohocorp.com to cancel your Zoho account.   Alternatively, you can delete your Zoho account permanently—including CRM and other products—by logging in to https://accounts.zoho.com, going to Settings > Preferences, and selecting the Close Account option at the bottom.


  1. Upon closing your Zoho account, you won't be able to access any other Zoho services.
  2. Before closing, please ensure that you've exported all your data from Zoho CRM and other Zoho services and downgraded your account to the Free Edition.
  3. Once you close your account, all of the data across all Zoho services will be deleted immediately and cannot be restored in future.

When I upgrade from the Free Edition, what happens to my existing customization? 

Upgrading from the Free Edition preserves any current customizations, meaning you don't need to reconfigure anything.

Can I upgrade, downgrade, or cancel my service at any time?

Absolutely; Zoho CRM operates without long-term contracts. You have the flexibility to upgrade, downgrade, or cancel your service at any time, without constraints. For detailed guidance on how? to manage upgrades or downgrades, please click here.

What will happen to my data if I don't renew my subscription next month, but decide to return after a period of three months?  

Zoho will retain the data related to user activities for audits and legal requirements for a maximum of two years, upon which time it will be scrubbed from our servers.

Can I reactivate my closed CRM account?

Please note: Once an account is closed, reactivation is not possible. Per our privacy policy, data linked to the account will be permanently deleted.


Nevertheless, you can create a new account by visiting our website and re-uploading your data into the new account. For your convenience, you can download your CRM data; however, certain IAM-specific data, such as email addresses, mobile numbers, and other account-related information, cannot be restored. Access the link provided in the notification email sent to you at the time of account closure to download your CRM data.

Why was my Zoho CRM account closed when I use it regularly? 

It's essential to highlight that we don't close Zoho accounts from our end. However, an account might become inactive for a few reasons. In such cases, an error message will indicate: "Your account is not active. Please contact Zoho Support."
Upon closure of your CRM account, an email notification will be sent to the email address linked to the account, stating 'We have closed the Zoho CRM account associated with this email'. It's important to note that closing your CRM account does not impact the availability of other Zoho services. You can continue using these services as usual.

For further clarification or assistance regarding this matter, users are encouraged to reach out to the support team.

We hope that this list of frequently asked questions about Billing and Payments are informative. If you still have questions that haven't been addressed, please let us know here. We will be happy to discuss them with our subject matter experts and add them in the future. And please don't forget to share your rating below!

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