we have a weird trial model at the moment, that we're looking to simplify. So far when a user signs up we basically start charging them immediately but we only ask for their credit card information at the end of billing cycle. This leaves them the option to just not do that and leave the app. Their access will be cut off due to negative balance. Since we don't follow up on those charges, it is like a "hidden" trial feature (sometimes we give them free balance when signing up, but its still feels obscure).
This is problematic from various stand points, so we want to switch to a proper trial model.
One decision that we're unsure about is how to handle customers that level up to our paid plan during the trial phase. We're wondering if the better strategy would be to end their trial phase immediately and just put them on the paid billing cycle in the moment that they promote.. or wait until the end of their trial and then start the paid billing cycle.
My main concern here is meeting the users expectations and to cause as little confusion as possible.
Not sure how other SaaS are handling this. If anybody can add some input on how they are handling this and what kind of feedback they got I would appreciate it.
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