Managing your ScreenCloud licenses correctly helps prevent unintended charges and ensures your account stays aligned with your needs.

Each screen in your ScreenCloud account uses one license. The total number of active screens determines how many licenses you are billed for under your subscription.

When you add a new screen:

For example, on an annual plan, the added license will remain active for the remainder of your subscription term.

Removing or unplugging a device does not remove its license. To stop using a license, you must delete or deactivate the screen in your ScreenCloud account. This releases the license so it can be reused or prevents further billing for that screen.

To avoid unintended charges when swapping out a device, use the Replace Device option to transfer an existing license rather than creating a new one:

Note: If you add a new device without using Replace Device, a pro-rated charge will be applied. The screen input screen will indicate how many licenses are in use and offer options to delete, replace, or add a new screen — always choose delete or replace to avoid extra charges.

All refund requests are subject to review by the ScreenCloud Billing and Finance team before a decision is made. To ensure your request can be assessed accurately, your account information and audit logs must be up to date and reflect the correct screen and license activity at the time of the request.

This can happen if a new screen is added without removing an old one. Each pairing automatically creates a new license, even if the previous screen is no longer in use. If this happened accidentally, deactivate or delete the unwanted screen and contact the support team to request a refund or account credit. Please act quickly, as requests submitted after a significant delay may not be eligible.

Deleting a screen removes it from your account but does not automatically reduce your license count. You must manually adjust this in Account Settings > Billing > Manage Subscription.

To adjust your license count:

If you notice you have been billed for more licenses than intended following an annual subscription renewal, contact the support team as soon as possible to request a refund or account credit. Please note that eligibility is time-sensitive and late requests may not be considered.

If a screen is added partway through a billing period, you are only charged for the remaining days in that cycle. This may result in a lower-than-expected charge for the first billing period of a new screen. These charges are generally not eligible for refund as they reflect actual usage.

However, the reverse does not apply when removing screens. If you are on an annual plan and reduce your license count mid-cycle, no refund will be issued for the remaining period. With this in mind, we recommend timing any license reductions as close to your renewal date as possible — this way, you continue to get full use of your purchased licenses right up until the end of the billing cycle, and the updated count will take effect cleanly at renewal.

Certain legacy plans enforce a minimum license count. Adding a screen when all licenses are in use may trigger an automatic adjustment to meet the plan minimum, resulting in additional charges. To remove this restriction, contact the Support team.

To avoid unexpected charges:

Understand how adding screens will affect your billing.

Delete or deactivate screens that are no longer in use and adjust your license count accordingly.

Ensure your license count matches your current setup, and make any adjustments before your accounts renewal period.

If you are making larger changes, such as adjusting multiple licenses at once, contact your Account Manager, Customer Success Manager, or the support team for guidance. This helps ensure subscription changes are handled in a controlled manner and billed correctly.

By keeping your screen list up to date and managing licenses carefully, you can maintain full control over your ScreenCloud subscription and costs.

When contacting support with a billing query, let the AI assistant Screeny know that your request relates to payment or billing. This will ensure your conversation is directed to the correct team who can assist you.