Change or cancel your plan

You change or cancel your plan from Plans & billing. You need to be the account Owner, or someone the Owner gave billing access. Anyone else doesn’t see Plans & billing in the menu. Giving billing access is on Team and above.

A SurveyRock Managed package isn’t changed here. Email support@surveyrock.com and we’ll handle it. An Enterprise account cancels through its account manager.

Open your plans

1. Sign in at app.surveyrock.com.

2. Click your avatar at the top right, then Plans & billing. On a phone, tap the menu button at the top right first. The Billing & Subscription page opens.

3. In the Current Plan card, click Change Plan.

   

Plans & Pricing opens, and your plan is marked Current. Leave Monthly or Yearly as it is. Each plan’s button says what it will do:

Button	What happens
Upgrade	The change is made right away, and you pay the prorated difference
Downgrade	The change waits for your renewal
Downgrade to Free	Your subscription isn’t renewed, and your account moves to Free at the end of the billing period
Subscribe	A checkout opens. You see this on a trial, on Free, and when there’s no usable payment method on file

Prices are on this page and on the pricing page.

Upgrade

1. On Plans & Pricing, click Upgrade on the plan you want.
2. Read Confirm Plan Upgrade. It shows the amount, prorated for the rest of your billing period.
3. Click Confirm Upgrade.

The new plan starts straight away, and the Billing & Subscription page opens. The charge goes to the payment method on file.

Downgrade

1. On Plans & Pricing, click Downgrade on the plan you want. For Free, click Downgrade to Free under the plan cards.
2. If you have more people than the new plan has seats, Select Users to Deactivate opens. Tick the people to remove, then click Proceed with Downgrade. They lose their seats at this click, before you confirm the downgrade.
3. If you have more workspaces than the new plan includes, choose Which workspaces stay editable?. See Workspaces beyond your plan.
4. Read Confirm Plan Downgrade. It lists the features you lose, the new limits and any add-ons that end.
5. Click Confirm Downgrade. To back out, click Keep Current Plan.

Nothing is charged or credited when you confirm, and you keep your current plan until the end of the billing period. Your renewal that day is billed at the new plan’s price. A move to Free isn’t renewed at all.

If this period’s responses are over the new plan’s limit, the responses above it are hidden until you upgrade again. They aren’t deleted.

Undo a downgrade

Before the change takes effect, the Billing & Subscription page shows Plan change scheduled. Click the Keep button in that message, such as Keep Growth. Nothing is charged, and your plan stays as it is.

To undo a move to Free, follow Undo a cancellation.

Cancel your subscription

A cancellation takes effect at the end of your current billing period. You keep full access until then, and you aren’t charged again. Recurring add-ons end with it.

1. On the Billing & Subscription page, click Cancel in the Current Plan card, beside Change Plan.
2. In Consider Hibernating Instead, click No Thanks, Continue Canceling. To stop here, click Keep My Subscription.
3. On Team and above, Consider Downgrading Instead opens next. Click No Thanks, Cancel Subscription.
4. Confirm Cancellation opens with the date your subscription ends and any add-ons that end with it. Nothing has changed yet: Keep Subscription keeps your plan as it is.
5. Click Confirm Cancellation. This is the click that cancels.
6. Under Before you go (optional), tell us why, or click Skip.

We email you a confirmation.

Undo a cancellation

You can do this until the date your subscription ends.

1. Open the Billing & Subscription page.
2. In the Subscription Canceling message, click Reactivate Subscription.

Your subscription carries on and renews as before.

When the billing period ends

Your account moves to the Free plan straight away, and works like any Free account. Cancelling doesn’t delete your surveys or responses.

For 30 days after that date, you can see and export all of your responses, including any above Free’s limit. After the 30 days, responses above Free’s limit are hidden until you upgrade again. They aren’t deleted.

To start a paid plan again, open Plans & billing and choose one.

Refunds

You can ask for a refund of a subscription fee within 14 days of purchase by emailing support@surveyrock.com. Outside that window, fees aren’t refunded, including for the unused part of a billing period. The Terms of Service have the full policy, including rights that depend on your country.

Pause instead of cancelling

Hibernation pauses your subscription for up to 3 months. Survey responses stop being collected, and your surveys, responses, team and settings are kept. You pay a flat monthly fee in place of your plan price, and the plan resumes by itself at the end. It’s for monthly plans from Solo to Pro. It isn’t available on yearly plans, during a trial, or while a downgrade is scheduled.

1. On the Billing & Subscription page, click Cancel in the Current Plan card.
2. Click Learn More About Hibernation. The next message shows the fee and the date your plan resumes.
3. Click Hibernate Subscription.

To come back sooner, click Resume Subscription on the Billing & Subscription page.

Example

Your project ended, and you no longer need Growth. You click Change Plan, then Downgrade on Team, and read what you’d lose. You click Confirm Downgrade. You keep Growth until your renewal date, and that renewal is billed at the Team price.

Troubleshooting

I don’t see Plans & billing in the menu. You aren’t the Owner and you don’t have billing access. Ask the account Owner.

Every button says Subscribe, but I already pay. Your subscription is set to cancel, or there’s no usable payment method on file. If it’s set to cancel, undo the cancellation first.

A plan button says Select Plan. A payment is overdue, and plan changes are blocked until it’s paid. Click Update Payment Method on the Billing & Subscription page.

I can’t see Reactivate Subscription just after cancelling. Reload the page after a minute. The message appears once our payment provider, Paddle, confirms the cancellation.

Cancel isn’t on the page. Your account has no active subscription to cancel, it’s hibernating, or a cancellation is already scheduled.