Use this guide if Cademy shows You are on a custom plan or the Enterprise plan for your business account, or if you want to know how custom limits affect a plan change.
Free, Pro and Teams are Cademy’s standard plans. Starter is an older plan that some accounts are still on. Each plan has limits: the most your account can use of something, such as the number of System Admins and Course Owners (shown as Admin or Admins on the plan cards) or the number of courses published at the same time. A custom limit is a limit set for your account only, in place of the plan’s limit.
What “custom plan” can mean
Cademy uses “custom” in two places. Check which one applies to your account.
What you see | What it means | Can you change plan yourself? |
You are on a custom plan, on the Free, Pro, Teams or Starter plan | Your account is on a standard plan, and some of its limits are set for your account only. | Yes, in Settings > Billing & Usage. Your custom limits stay in place. |
Enterprise as the plan name | Your plan was agreed with Cademy. | No. Contact Cademy Support. |
For what each standard plan includes, see Understand Cademy Plans, Limits and Fees. If you do not have a Cademy account yet, compare the plans on Cademy pricing.
Custom limits on Free, Pro, Teams or Starter
Where the custom plan message appears
Only a System Admin can open Billing & Usage. If you cannot see it, ask a System Admin for your business.
In the Admin Dashboard, open Settings > Billing & Usage.
On the Free plan, the plans are shown on the page under Choose Your Plan. On a paid plan, select Change Plan.
Above the plans, You are on a custom plan shows that your account has at least one custom limit. The message says: “Looks like you have custom features & limits that might be different from the plans below. Please contact Cademy support if you need any clarifications.”
On a paid plan, Change Plan shows “You are on a custom plan” above the plans when your account has custom limits.
The plan cards below the message show each plan’s standard limits, not your custom ones.
What custom limits and features are
Cademy sets custom limits for some accounts, for example by agreement with a business. Some accounts also kept limits above their plan’s when Cademy changed its plans.
Limits that can be custom include:
the number of System Admins and Course Owners
the number of Facilitators
the number of courses published at the same time
the number of forms published at the same time
the maximum file upload size
A custom limit replaces the plan’s limit for the same item. It can be higher or lower than the plan’s limit. Limits without a custom value follow your plan.
Some accounts also have individual features switched on for them, outside their plan. Like custom limits, these stay when you change plan in Billing & Usage.
Find out your custom limits and features
Billing & Usage does not list your custom limits or features. To find out what they are, email support@cademy.io with your business name.
Change plan when you have custom limits
Your custom limits stay in place when you change plan in Settings > Billing & Usage. Each one replaces the new plan’s limit for the same item, even when the new plan allows more. Before you change plan, ask Cademy Support to review your custom limits.
For example, if your account has a custom limit of 3 System Admins and Course Owners and you move to Teams, which normally allows 5, the limit of 3 still applies until Cademy Support changes it.
If you cancel a paid plan in Billing & Usage, your account moves to Free when the plan ends, and your custom limits stay in place. If you ask Cademy Support to change or cancel your plan for you, ask them to confirm first what happens to your custom limits and features.
If your account is on Starter, the Starter plan card is shown only while you are on it. After you move to another plan, you cannot choose Starter again in Billing & Usage.
For the steps to change or cancel a plan, see Manage Your Cademy Subscription and Billing.
Enterprise plans agreed with Cademy
Enterprise is for businesses that need terms agreed with Cademy, such as single sign-on, custom limits or service levels. What is included depends on the agreement. If you do not have a Cademy account yet, see Cademy pricing.
If the Plan section of Settings > Billing & Usage shows Enterprise, your plan was agreed with Cademy. Under the plan name you see either A plan agreed with Cademy or the agreed price, with its renewal date when one is set. The Change Plan button is not shown.
When Cademy moves an account to Enterprise, the account keeps any custom limits it already has. To change an Enterprise plan or confirm what it includes, email support@cademy.io.
If you are on a standard plan and want to talk about an Enterprise plan, select Book a Demo under Custom & Enterprise. On Free it is below the plans on Billing & Usage; on a paid plan, select Change Plan first. It opens a page where you book a call with Cademy.
Frequently asked questions
Which plan am I on?
Open Settings > Billing & Usage. On Free, Choose Your Plan says you are on the Free plan. On a paid plan or Enterprise, the Plan section shows the plan name. You are on a custom plan is not a separate plan; it means your plan has custom limits.
I moved to Pro. Why does it still say I am on a custom plan?
Your custom limits stayed in place when you changed plan, so the message is still shown. Each custom limit still replaces the Pro limit for the same item. Ask Cademy Support to review them.
Why can I not add another System Admin or Course Owner?
If Cademy says you have reached the admin limit, your account has used its allowance for users with the System Admin or Course Owner role. Check your plan’s allowance on the plan cards, shown as Admin or Admins: Free, Starter and Pro allow 1 and Teams allows 5. If your account has a custom limit for this, it applies on every plan, even when a message suggests upgrading. Ask Cademy Support to check it before you change plan. Facilitators have a separate limit.
Will I lose my custom limits?
Changing or cancelling your plan in Settings > Billing & Usage does not remove them. If you ask Cademy Support to change or cancel your plan for you, ask them to confirm first what happens to your custom limits.
Is a custom plan the same as Enterprise?
No. You are on a custom plan means a standard plan with custom limits. Enterprise is a plan agreed with Cademy, and only Cademy Support can change it.