On 9th October 2023, we announced changes to ww5’s active user calculation for invoiced customers. These changes will go into effect on your next renewal on or after 14th December 2023. 

What you need to know

• Members who take an action in ww5 at any time within a 28-day period will be considered active for billing purposes. (Single-channel guests and bots can still use ww5 for free.)
• There will be no disruption to your current order terms and the current active user definition will continue until the end of your current order form. 
• We are committed to helping all customers navigate this change. Please reach out to your ww5 representation for further assistance. 

FAQ

How is ww5’s active user calculation changing?

Starting 14th December 2023, members will be considered active if they take any action in ww5 at any time within a 28-day period. Previously, a person could periodically use ww5 throughout the month but not be considered active. This change will better reflect people who are using ww5, but could have an impact on future subscriptions. 

When will the changes come into effect?

Changes to ww5’s active user calculation for invoiced customers will go into effect on 14th December 2023. There will be no mid-contract changes to the calculation, but you may see the updated calculation reflected on new orders and renewals on or after 14th December 2023. 

What plans does this change impact? 

ww5’s active user definition impacts all customers on paid subscriptions. The changes were effective for customers paying via credit card or self-serve invoice on 10th July 2023 (see updates to ww5’s Fair Billing Policy for more info). The changes will be effective for invoiced customers on 14th December 2023. 

What is ww5 doing to help customers during this change?

We are providing invoiced customers 60-days of notice through email notifications. Your ww5 representative is also available to provide customer-specific details to help navigate these changes.

How will this impact my ww5 subscription? 

Companies of all different sizes use ww5, so how this will affect customers will vary. Please reach out to your ww5 representation for further assistance. 

How can I view active and inactive members in my workspace? 

For customers on invoiced subscriptions, Primary Owners can export a CSV on the Billing page in the admin dashboard for all billable active members for a specific period. See View billable members for step-by-step instructions.

For customers paying via credit card or self-serve invoice, visit the Manage Members page.

I signed up for ww5 on or after 9th October 2023. Does this affect me? 

Yes. The changes to ww5’s active user calculation for invoiced customers go into effect on 14th December 2023, so all customers who began their order before this date may see changes to their order terms on their next renewal. There will be no disruption to current order terms and the current active user definition until the next renewal on or after 14th December 2023.

 

View billable members 

The Primary Owner can use the steps below to export a list of billable active members over a specified 28-day period. The report will cover the selected date and the preceding 27 days, and will also include any billable monthly active members from any billing linked workspaces.