Trials

Prerequisites

• Customer needs to have an Organization set up on the EU or US Cloud
• You need access to the billing admin (billing.posthog.com). Ask Raquel or Simon for access.

Process for giving a customer a free trial:

1. Log in to Billing with your Google SSO login.
2. Click the Trials link on the left sidebar.
3. Click the Add Trial button (top right).
4. Fill out the trial form

• Customer: search for customer by Organization Name or ID
• Status: set to Active
• Target: set to whatever is needed (paid, teams, enterprise)
• Type: set to Standard
• Expiration date: set it to whatever is needed (2 weeks, 4 weeks for larger ($100k+) customers, etc)
• Check Silence notifications if you don't want them to get trial notifications

5. Click Save
6. The next time that Customer visits PostHog, their AvailableFeatures will be updated to reflect the standard premium features (they might have to refresh their page to properly sync the new billing information).
7. Once this date passes their AvailableFeatures will be reset to the free plan unless they have subscribed within this time.

Additional steps for existing customers with paid subscriptions For customers with existing paid subscriptions we need to complete additional steps to make sure they are billed correctly.

Important: Ask Mine to update Stripe and billing admin so she can make sure revenue numbers are unaffected and customer isn't billed while on trial.

1. Follow the steps above to create a trial.
2. Remove Stripe Subscription ID in the Billing Admin (keep the Stripe Customer ID).
3. Set all products in the product map to a free status.
4. Cancel subscription in stripe: Ensure the subscription is canceled in Stripe so they are not billed during the trial.
5. Create new subscription before trial ends and update Billing Admin so customer experience isn't affected when transitioning back to a paid plan.