Rocket.Chat Cloud FAQ

The Rocket.Chat Cloud trial lasts 30 days and includes full access to all features available in the selected plan. For information on how to apply, visit the Apply Workspace Trials section.

You can switch from a trial to a paid plan in either of the following ways:

• From your workspace: Go to the Subscription tab to choose and activate a paid plan.

• From the Cloud portal: Go to the Workspaces tab and select your subscription preferences.

To upgrade to an Enterprise plan, please contact our sales team for assistance.

The cancellation process depends on your trial type:

• Cloud-hosted trials: Follow the steps in the Downgrade to Community Workspace guide.

• Self-managed Pro or Enterprise trials: You can cancel directly in the cloud console. Refer to the Cancel a Workspace guide for step-by-step instructions.

To request a data export, send an email to [email protected].

Note: Data export requests are processed manually and may take several business days to complete, depending on the size and scope of the request.

Monthly billing for the Pro plan has been deprecated and will be permanently discontinued after December 31, 2025.

If you're on the legacy monthly Pro plan, you’ll need to switch to the yearly Pro plan on the cloud portal before December 31, 2025. Otherwise, your subscription will be automatically migrated to yearly billing starting January 2026.

Only the workspace owner can cancel a subscription via the Rocket.Chat Cloud console.

To cancel your subscription:

1. Log in to the Cloud console.

2. Go to the Workspaces section.

3. Find the workspace you want to cancel.

4. Click the ⋮ (kebab menu) next to the workspace and select Cancel subscription.

This will pause billing and place the server into a hibernated state. You can reactivate it later if needed.

Cancel subscription UI example:

Need to permanently delete your workspace or request a data export? Submit a support ticket on our Helpdesk or contact [email protected] with your workspace name and request type.

Rocket.Chat uses post-billing, meaning charges are applied after usage, not in advance. You may receive a final invoice even after canceling, depending on when the cancellation occurred in your billing cycle.

For example, if you started a trial on December 1st and it expired on December 15th, your subscription would begin automatically if a payment method was added. If you canceled anytime before January 15th, you would still be billed on January 15th for usage from December 15th to January 15th, as that billing reflects the previous month’s activity.

Note: Invoices are issued monthly, covering the previous month's usage.

Currently, credit and debit cards are the default and required payment method for most Rocket.Chat subscriptions.

However, we do support alternative methods in the following cases:

• Enterprise customers paying up front for a defined period can request invoice-based billing via wire transfer.

• Brazil-based customers can also pay using a bank slip (boleto bancário).

To explore alternative billing arrangements, contact our sales team.

Support terms vary by plan and include details such as:

• Response time guarantees (SLA)

• Availability of live support

• Access to technical assistance and escalation paths

For full terms, visit our Support Center to view the scope of support by plan, priority level, and communication channels.

You cannot delete the only payment method linked to your workspace, or the card that was most recently charged. If you attempt to do so, you will receive the error: “Can’t delete last payment option.”

To change your card:

• Add a new card using the Add payment method option.

• Set the new card as your default payment method.

• You can then delete any other cards that are no longer needed.

If you wish to remove your card before canceling your subscription, note that payment information can only be deleted by removing all workspace data. This is a permanent action and will delete your subscription, users, and related data.

To request this, submit a support ticket or contact [email protected].

To view how many push notifications your workspace has used:

1. Log in to your Rocket.Chat Cloud account.

2. Go to the Workspaces tab.

3. Select the workspace you want to review.

4. Scroll to the Push Notifications Usage section to view your usage data

Push usage example:

When you cancel your workspace during an active billing period, it remains accessible and shows a Cancelling status until the end of that period.

For example, if your billing cycle renews on the 5th of each month and you cancel on December 20, your workspace will remain active until January 5. After that, it will automatically become inactive and the status will update to Cancelled.

This ensures you retain access for the full duration you've already paid for.

Creating an additional workspace requires assistance from our Cloud engineering team.

To request a new workspace:

• Submit a support ticket or email [email protected].

• Include the following in your request:

  • The desired workspace address (subdomain)

  • The subscription plan you wish to apply

Note: Each workspace is billed individually based on usage. For example, if you have 5 users in one workspace and 10 in another, you’ll be billed separately for each.

To transfer ownership or update the primary email associated with your workspace:

1. Submit a support ticket or email [email protected].

2. The request must be sent from the current admin email (the email address registered to the workspace).

3. Include the new owner’s email address in the request.

If your trial has expired and no payment method was added, you can still reactivate your workspace by subscribing to a paid plan.

Follow these steps:

1. Log in to your Rocket.Chat Cloud console and navigate to Payment methods.

2. Click Add payment method to add a valid credit or debit card (currently the only accepted method).

3. Go to the Workspaces tab, select your workspace, and click Subscribe.

4. Choose your desired plan and any applicable add-ons.

For additional information, see the Workspaces documentation.

Workspace regions are assigned at the time of creation and cannot be changed directly by customers. Migrating your instance to another region requires manual intervention by the Rocket.Chat Cloud team.

If you need to switch regions, submit a support ticket or email [email protected] with your workspace details and desired region.

You can update your account email from the profile section of the Rocket.Chat Cloud console.

If you're unable to change the email or need to update the primary account owner's email, please contact [email protected].

Note: The request must be sent from the current account owner's registered email address for security verification.

Custom domains are supported for Enterprise plan workspaces only.

To request a custom domain:

1. Set up a CNAME DNS record for your domain, pointing to one of the following endpoints:
       - cdns.use1.cloud.rocket.chat for the US region
       - cdns.euc1.cloud.rocket.chat for the EU region

2. Email [email protected] with your domain name and workspace details.

Once verified, our team will complete the custom domain configuration for your workspace.