Thank you for using Dive.
We are writing to inform you of a change in how we handle the "Account limit" for your contract when you downgrade your plan.
Key Changes
When your plan is downgraded, accounts exceeding the limit will be disabled
Previously, we informed you that "even after a paid contract ends and you move to a free plan, accounts exceeding the limit will continue to be available." Going forward, when your plan switches, accounts exceeding the new limit will be automatically disabled, ensuring your contract matches your actual usage. As noted, disabling is not deletion—if you upgrade to a higher plan, these accounts can be restored.
Even if an account is disabled, all account information, "Group Affiliation", "Permission", viewing history, and created SOPs remain intact. If you upgrade to a higher plan, you can restore these accounts directly from the User management page (Restore disabled users). No re-invitation or account recreation is needed.
Effective Date
August 10, 2026
Timing and Scope of Disabling
●Evaluation timing
- Trial expiration (when returning to your contracted plan)
- Cancellation (when reverting to Free plan)
- Downgrade to a lower plan (example: Pro to Lite) or contract renewal (including reductions in account count)
If you are not exceeding the limit, nothing happens. Upgrades or adding seats are not subject to this, as the limit simply increases.
●How the limit is counted
- Account limits are Free 3 / Lite 10 / Core 25 / Pro 50 / Enterprise 100 (additional purchased seats and bonus allocations are added)
- Accounts that are "Inviting" (not yet accepted) also count as 1. This is because we reserve a slot when an invitation is sent
- Guest invitations are evaluated in a separate allocation from accounts (up to 3x the account limit). Free and Lite plans have no guest invitation allocation, so all guests become targets when switching to these plans
●Order of disabling
- Accounts that are "Inviting" (not yet accepted)
- Accounts that have never logged in
- Accounts with the "Oldest last login"
- If the limit is still exceeded, "Owner" accounts (in order of oldest last login)
We follow this order to ensure active users are not affected first. "Owner" accounts are disabled last, but they can be targeted if no other accounts can be adjusted (at least one Owner will always remain; you will never be left without an Owner). "Team Administrator" accounts are deprioritized compared to other permission levels under the same conditions.
If a disabled user logs in, they will see the message "The account limit for your contract has been reached. This account is currently unavailable. Please ask your team administrator to add more seats." The action is recorded in your contract history and "Audit log".
We'll Notify You Before the Switch
To prevent accounts from being disabled without your knowledge, we're adding advance notifications.
- Email: We'll send emails 7 days and 1 day before trial expiration, and 30 days and 7 days before plan downgrades or cancellations, to the contact person listed in your "Contract information". The email will specify how many accounts will be over the limit and list the names of people who are projected to be disabled. After implementation, we'll also send a list of accounts that were actually disabled
- Screen: A warning appears at the top of the "User management" page (sidebar [User management]). Only "Owner" and "Team Administrator" roles see this. Account counts and guest invitations are displayed separately so you can see which to adjust
If you remove unnecessary accounts or unaccepted invitations from the "User management" page before the switch, automatic disabling will not occur. If everyone will continue using their accounts, you can apply for a plan upgrade or add seats from your "Contract information" page.
What Users Need to Do
- For teams using accounts within your contracted limit, nothing changes. There are no changes to display, "Play", or SOP creation
- Users who could not log in due to the trial restriction above will be able to log in normally from August 10 onward
-
Teams already exceeding the limit: The disabling described above has been implemented. Please confirm the details.
Related Information
- Understanding user limits and permission allocations
- Restore disabled users
- What is guest invitation
- Paid plan contracts, billing, renewals, and cancellations
If you have any questions, please feel free to contact us.
Episotech Inc. Contact: customer-success@episotech.com