FAQs on Billing and Payments

FAQs on Billing and Payments

1. How much does Zoho CRM cost?

The price varies based on the edition that you subscribe to and the number of user licenses you purchase. Zoho CRM offers four editions: Standard, Professional, Enterprise, and Ultimate, Each have different features and limits. 
You can see a detailed breakdown of our pricing here. 
You can choose either monthly or annual subscription. 
For example: If you choose the Standard Edition, which costs $12 per user per month, and you have 10 CRM users, then your total cost for Zoho CRM would be $120 per month.

2. What does 'per user per month' mean in your pricing model?

A user is a person who accesses Zoho CRM to manage records. Sales representatives, sales managers, CRM Administrators, the CEO, marketing managers, and support agents are common types of CRM users. How many users you can add to your CRM is based on the number of user licenses you purchase. "Per user per month" indicates that you need to pay the indicated amount per month for every user that you add to your account. Example: If the Standard Edition costs $12 per user per month and you have 10 users, then your total cost for Zoho CRM would be $120 per month. 

3. Does Zoho CRM charge me for the inactive users?

Zoho charges you for the total number of user licenses that you buy for your account. It doesn't depend upon the fact that whether the user is active or inactive.
In case you want to deactivate a user from your account in order to be not charged, you need to change the number of user licenses bought.

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

Zoho offers three types of support services - Classic support, Premium support, and Enterprise support.

By default, customers who have subscribed to any of the paid CRM editions (Standard, Professional, Enterprise, and Ultimate) will be provided with Classic support. Click here to know more about classic support's coverage.

If you would like to upgrade to a higher tier - Premium or Enterprise, you can easily do that from your account.
  1. Log in to your CRM account.
  2. Click on your profile image from the top right corner of the application. 
  3. In the Need Help? section,
    1. If you are currently in Classic support, click on the 24*7 Priority assistance. 

    2. If you are currently in Premium support, click on Try Enterprise Support. 
    3. In the ensuing Zoho CRM Support Tiers page, click on Upgrade button in the desired support tier.  
  4. You will be directed to our Zoho Store to complete the purchase formalities.
    1. In the Subscription page , click Upgrade user/ Add-Ons button. 

    2. In Manage your Zoho CRM Subscription page, select the desired Support Add-On. 
  5. Click Make Payment , to upgrade your support tier. 
Click here to know more about our support plans.

If your CRM purchase was made offline, please write to us at sales@zohocorp.com , to upgrade your support tier.
For more information on the Need help? section, click here .

See also:

5. How do I subscribe for additional file storage?

Zoho CRM offers file storage as given in this link. For additional file storage, follow these steps:
  1. Click Subscription > Manage your plan.
  2. In the Manage Subscription page, under Add Subscriptions, choose the Extra Storage Space from the drop-down list.
  3. Click Check out.
    For the transaction, the existing credit card details provided by you will be used.
  • Extra file storage is USD 4 /Month for 5 GB. Please note that this option of extra file storage is not available in the Free Edition of Zoho CRM.
  • You can purchase up to 100 GB extra storage.
  • You can also free your storage space by navigating through records and deleting the attachments that you do not require.

6. How to update my Credit Card information?

As part of your Zoho CRM service subscription, you can update your credit card information periodically. Note that your credit card details are not stored anywhere in our applications. The details you provide are secured and authenticated by VeriSign.

To update credit card details
  1. Go to your profile and click Manage Subscription.
  2. In Payments Page, go to the Payment Method dashboard.
  3. Click Change Payment Method. 

  4. In the Change Payment Method page, click the Credit Card tab and specify the details.
  5. Click Update

7. 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 drop-down list.

8. What types of payment do you accept?

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

9. Is my data safe in Zoho CRM?

Yes, your data is extremely safe with us. We take different steps to ensure the safety of your data. These include Physical security practices (24x7x365 security, video monitoring, biometric access, bullet-resistant walls, etc.), Network security (encryption and intrusion detection & prevention), People, Processes, and Redundancy & Business Continuity.

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

Please contact payments@zohocorp.com.

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

The entry "100,000 records" in the Features & Availability chart means that you will get to add a total of 100,000 records across all modules in Zoho CRM.

In Zoho CRM, every row or entry you make is called a record. For example, you add a lead called Jasmine Frank under the Leads module. This row is called a record. There are several other modules such as Contacts, Accounts, Deals and so on. The number of records available for you depend on the edition you choose. In the Standard edition of Zoho CRM, you can enter up to 100,000 records across all modules.

In higher editions, you have unlimited records.

See also: Features & Availability Chart

12. How to subscribe for additional CRM users?

To purchase user licenses, login to Zoho CRM, click on the Upgrade Link on the top, choose your plan, number of users & add-on licenses and proceed to check out.

13. How can I cancel my Zoho CRM account permanently?

You can close your Zoho CRM account permanently by logging in to https://accounts.zoho.com, clicking Preferences and selecting the Close Account option at the bottom.

  • On closing your account, you will not be able to access any of the Zoho Services.
  • Before closing, please ensure that you have exported all your data from Zoho CRM and other Zoho services and also, downgrade your account to the Free Edition.
  • Once you close your account, all the data with the Zoho services will be deleted immediately and cannot be restored in future.

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

When you upgrade from the Free Edition, your existing customization remains intact. You need not customize from scratch.

15. Can I upgrade, downgrade or cancel my service anytime?

Yes, there are no long-term contracts with Zoho CRM. You can upgrade, downgrade or cancel your service at any time.  To know more about how to upgrade or downgrade your service, please click here.

16. What will happen to my data if I don't renew my subscription for the next month, but decide to come onboard after a period of three months?

Your data will always be safe with Zoho CRM. However, your customization will not be retained unless you upgrade your plan within a week's time.

17. Can I reactivate my closed CRM account?

A closed account cannot be reactivated. The data associated with the account will be deleted as per our privacy policy.

However, you can always create a new account by visiting our website and upload the data again in the new account. You can download your CRM data (IAM-specific data such as email address, mobile number, and other account-related data can't be restored) by clicking on the link provided in the notification email that was sent to you at the time of account closure.

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

When your CRM account is closed, you will get a notification email to the email address used to open the account stating 'We have closed the Zoho CRM account associated to this email'. Closing your CRM account will not affect the other Zoho services. You can continue to use the other Zoho services.

Zoho Accounts won't get closed from our end. However, the account can be made inactive for certain reasons. The following error will be thrown.
Error: Your account is not active. Please contact Zoho support.

For more clarification on it, the user needs to contact the support team.

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

No. Deleting a user does not cancel a license. If you do not want the user license, you must cancel the subscription.

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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