Every new Eido organisation starts on a free trial. This page explains what you see in Eido while the trial runs, what changes when it ends, how the number of users on a paid subscription is counted, and who to talk to about upgrading, invoices and payment.
Eido does not show prices or plan details inside the product. For a quote, or for anything about your contract, raise a ticket with Eido support.
The free trial#
The trial starts on the day you sign up and lasts 30 days. The sign-up form says so in its heading: Sign up for a free 30 day trial! See Signing up.
Nothing is switched off during the trial. You can link Intune tenants, invite your team and use every screen.
The countdown in the sidebar#
While the trial is running, a line near the top of the sidebar, just under the Eido logo, counts down: for example 12 days left of your trial.
A few things to know about the countdown:
- It counts whole days and changes at midnight UTC, so it may tick over a little before or after midnight where you are.
- On the last day of the trial the line disappears. The trial is still running until the end of that day.
- Everybody in the organisation sees it, apart from people whose account is limited to a single customer. See Customers.
When the trial ends#
If the trial runs out before you have moved to a paid subscription, three things happen, usually within an hour of the end:
| What happens | What you see |
|---|---|
| Syncing stops for every Intune tenant in the organisation | On Admin, Intune Tenants, each tenant shows Tenant paused in place of its sync status |
| Eido emails every person in the organisation | A message saying that the trial has expired and that Intune tenant syncs have been paused |
| Eido shows a dialog over the whole product | Your trial has expired, with an Upgrade Now button |
Your data is not removed at this point. Devices, policies, dashboards, reports and settings stay exactly as they were at the last sync. They simply stop being updated, so the longer the trial stays expired, the more out of date they are.
Getting going again#
Raise a ticket with Eido support. We can do either of two things:
- Extend the trial. The countdown comes back with the new number of days.
- Move you to a paid subscription. The countdown and the expired dialog go away for good.
In both cases every paused tenant starts syncing again without you doing anything. You do not need to link your tenants again, and nothing you built is lost. Syncing picks up on its normal schedule, so allow an hour or so for the data to be current again. See What Eido syncs.
Upgrading to a paid subscription#
You can upgrade at any point in the trial. You do not have to wait for it to end.
-
Tell us you want to upgrade
Raise a ticket with Eido support from an address that belongs to your organisation. Say which region you use (United Kingdom, Europe or United States) and the name of your organisation as it appears in Eido.
-
Agree the number of users
A subscription covers a number of users. See How users are counted for what counts as one, and for how to estimate the figure from your own data before you talk to us.
-
We switch the organisation over
Once the subscription is in place, the trial countdown disappears. If the trial had already expired, the dialog goes and your tenants start syncing again.
If the trial has already expired, the Your trial has expired dialog also has an Upgrade Now button, which opens the Billing & Subscription page. If that page does not take you any further, or you would rather talk to somebody first, email us and we will set the subscription up with you.
How users are counted#
A paid subscription is for a number of users. Eido works that number out from your Intune data, not from the people who sign in to Eido.
A user counts when they are the primary user of at least one device that is in Eido.
| Situation | Counted? |
|---|---|
| A person who is the primary user of one device | Yes, once |
| A person who is the primary user of several devices (a laptop and a phone, say) | Yes, once |
| A device with no primary user | Does not add anybody |
| A person in your directory who is not the primary user of any device | No |
| A device you have removed from Intune, or its primary user if they have no other device | No |
| A device that your device scoping rules keep out of Eido, or its primary user if they have no other device in Eido | No |
| The people on your Team page who sign in to Eido | No, unless they are also the primary user of a device |
The count covers every Intune tenant linked to the organisation, added together. If you manage several customers, it is the total across all of them.
Because the count follows your devices, it moves as your estate does. It is worked out afresh from the latest synced data each time the product loads.
Estimating the number yourself#
Device data in Eido has a Primary User column. In Query Hub, a query over devices grouped by Primary User shows how many different people have at least one device. That is the figure the subscription is measured against. See Filters, grouping and charts.
If the number is higher than you expected, check which devices are in Eido. Device scoping (on Admin, Intune Tenants, inside a tenant’s settings, under Device Scoping) decides which devices are brought in, by platform, device type, management agent or Entra group. Devices that are scoped out do not appear in Eido and their users are not counted. See Tenant settings.
When more users are active than the subscription covers#
If the number of active users goes above the number your subscription covers, a line appears near the top of the sidebar, in the same place the trial countdown used to be: for example 132 users active out of 120.
It is a notice. It tells you the subscription needs looking at. You have two ways to deal with it:
- Raise a ticket with Eido support to raise the number of users on the subscription.
- Bring the count down, by retiring devices in Intune that are no longer in use or by tightening device scoping so that Eido only brings in the devices you want it to report on.
The line goes away by itself once the active count is back within the subscription.
It is not shown during a trial, and it is not shown to people whose account is limited to a single customer.
Invoices, payment methods and cancelling#
There is no screen in Eido for invoices, card details, purchase orders or cancellation. For any of the following, raise a ticket with Eido support:
- a copy of an invoice, or a change to the billing contact or address
- a change of payment method
- adding or removing users on the subscription
- cancelling
Say which region you use and the name of your organisation, so we can find the account quickly. See Contact support.
When a subscription ends, you can also ask us to delete your organisation’s data. See Security and your data.
Questions people ask#
Why does the countdown say one day fewer than I expected?#
The countdown works in UTC and counts whole days. Depending on your time zone it can change during your evening or your morning.
The trial has expired. Have I lost my dashboards and reports?#
No. Nothing is deleted when a trial expires. Syncing is paused and the data stops updating. Once the trial is extended or you move to a paid subscription, syncing starts again and everything you built is where you left it. Data is only deleted if the trial stays expired for three months.
Our tenants say “Tenant paused”. Did somebody here do that?#
No. There is no pause switch for customers. Tenants are paused when a trial expires, and resume when the trial is extended or the organisation moves to a paid subscription. If your tenants are paused and you are not on an expired trial, raise a ticket with Eido support.
Some of my colleagues see the trial countdown and some do not. Why?#
People whose account is limited to one customer do not see the trial countdown, the expired dialog or the users notice. Everybody else in the organisation does.
Does adding more people to my Eido team cost more?#
The count is of people who are the primary user of a device in Eido, not of people who sign in to Eido. Inviting a colleague on the Team page does not change it.
We manage several customers. Is each one billed separately?#
Eido has one subscription per organisation, and the user count is the total across every linked Intune tenant. For how that is reflected in your contract, raise a ticket with Eido support.