When we introduced the Engager Pricing Promise, it was designed to reward early adopters and give practices confidence in what they would pay over time.
A small number of firms chose to upgrade to a higher tier than they really needed so they could “lock in” that higher plan under the promise. Now that our pricing model has changed, some of those firms quite understandably feel they’ve overpaid during that period.
We want to recognise that and put it right.
– A subset of customers moved up to a higher plan primarily to secure that tier under the old Pricing Promise.
– In hindsight, the lower plan would have comfortably covered what they needed over the past year.
– As a result, they’ve effectively overpaid for the last 12 months compared with what they would have spent on the lower tier.
That isn’t the outcome we wanted when we launched the Pricing Promise, and it doesn’t line up with how we want to treat our users.
To make this fair, we’re crediting the difference back to affected accounts.
For eligible customers, we’re:
– Calculating the difference between what was paid on the higher tier and what would have been paid on the lower, appropriate tier over the last 12 months
– Applying that amount as account credit to your Engager subscription
This credit will automatically offset future Engager payments until it’s fully used.
You won’t need to request it manually, and you won’t need to change anything in your billing settings.
– The credit will appear on your account and will be automatically applied against upcoming subscription invoices
– Each invoice will show how much has been paid using your credit balance
– Once the credit is fully used, your invoices will resume being collected as normal under the new pricing
This approach allows us to recognise the overpayment while keeping everything simple, visible, and fully traceable in your billing history.
(For clarity: this is an account credit applied to future Engager invoices, not a cash refund.)
We’ll be contacting customers directly if:
– You upgraded to a higher plan primarily to lock in pricing under the old Pricing Promise, and
– Your usage over the last year shows that a lower plan would reasonably have covered your needs
If you believe this applies to you and you haven’t heard from us, our team will be happy to review your account with you.
We can’t undo the decision to retire the Pricing Promise, and we still believe updating our pricing model is the right move to:
– Invest in a more robust, stable platform
– Build new features faster and more safely
– Avoid the stagnation and technical debt that has affected other practice management tools
But we can make sure that, where the promise led some firms to pay more than they truly needed to, we act fairly and transparently.
This credit is about honouring the spirit of the Pricing Promise, even though the original model has changed.
If you’d like to discuss your plan, understand how your credit has been calculated, or review whether you’re on the right tier going forward, please get in touch with our support team by emailing support@engager.app.
We’re happy to walk you through it and make sure you’re set up in a way that feels fair, sustainable, and right for your firm.