# Change Plans
source: https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/use-cases/change-plans/index.md

**Customers are able to upgrade or downgrade a subscription plan within the issuer app.**

This use case enables customers to review and select different options from a given merchant to alter a subscription. Include the customer's current subscription when showing the additional options so they are informed about the differences if they choose to change their plan.

### How it works {#how-it-works}

Customers encounter CTAs throughout their journey to manage their subscriptions, including changing their plan (upgrade and downgrade) within the issuer app.

![](https://static.developer.mastercard.com/content/consumer-clarity/uploads/change-plans-1-updated.png)

![](https://static.developer.mastercard.com/content/consumer-clarity/uploads/change-plans-2.png)

### Experience prototype {#experience-prototype}

<br />

### Unsuccessful states {#unsuccessful-states}

Subscription management requests can result in the unsuccessful outcome states. There are seven common unsuccessful messages, each with unique wording to help customers understand what happened and what their best next steps are. In some cases, the customer can attempt the action again; in others, they cannot. Some scenarios require the customer to contact the merchant directly to complete their request.
Tip: Read more about [Unsuccessful and Successful States](https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/use-cases/unsuccessful-successful-states/index.md) for understanding other outcomes and how to message about them.

### Possible information requested from customers {#possible-information-requested-from-customers}

Merchants may require some variation of information from customers to complete the cancellation requests. Some common examples are:

* Email used for service
* Alternate email
* Phone number
* ZIP code
* Mailing address
* Invoice number
* Account number
* Product

<br />

### Best practices {#best-practices}

**Notifications:** Notify customers about any change in their subscription status to help to build and maintain trust. Consider the notification options that are offered and if they are inclusive of Smart Subscription features, or if a new set of notifications should be introduced to customers.

**Messaging and copy:** Be clear about payment adjustments, both in price and timing, if impacted by their change of subscription plans.

**Accessibility:** When integrating changed subscription designs, be sure to maintain proper accessibility in the treatments to ensure comprehensive usage by all customers.

**Driving engagement:** Increase awareness of subscription management controls by surfacing them across key entry points in the experience. From subscription detail screens, list views, and notifications, clearly signal that users can view and manage their subscriptions. Read more in [Moments that matter](https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/moments-that-matter/index.md).
![](https://static.developer.mastercard.com/content/consumer-clarity/uploads/subscription-plan-changed.png)

### High fidelity flows and assets {#high-fidelity-flows-and-assets}

For the best viewing experience of the flow, click the **full screen mode** option or **zoom** using the controls located on the right.

<br />

<br />

Next: [Unsuccessful and Successful States](https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/use-cases/unsuccessful-successful-states/index.md)