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Downgrading to a Free Plan

If you miss a payment by a few weeks, or you cancel auto-renew and your account goes unpaid, your account will downgrade to a free plan. To keep your paid plan active, make a payment before your next billing date.

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What happens to my survey data?

When you downgrade, your account is put on hold for 15 days, in case your payment is late. After the grace period, extra responses received more than 60 days ago that also exceed your response limit will be deleted.

To view and keep access to all of your responses, upgrade to a paid plan before they're deleted. You can go to My Surveys to see which surveys have responses over your plan's limit.

To comply with data privacy laws, it's not possible to downgrade HIPAA-enabled account or an account stored in the European Union (EU) data center to a Basic plan. Make sure to renew your subscription so we don't close your account and delete all data.

 

Will my surveys continue to work?

Yes, but keep in mind a free plan has a limited set of features. When your account downgrades to a free plan, some paid features in live surveys continue to work, but with restrictions.

When you create new surveys, you can only send them with features available in a free plan. If you add paid features, we let you know that you need to upgrade to a paid plan to send your survey.

You may run into restrictions when downgrading to a free plan:

Design Restrictions
  • There's a limit of 10 questions per survey, which includes text and images. If you have live surveys with more than 10 questions, we don't delete any questions, but you may run into editing restrictions.
  • You can only copy surveys with 10 questions or less.
  • You may not be able to edit questions on survey templates with more than 10 questions.
  • You can't add logic to your surveys. If existing surveys use logic, they continue to work as long as the collector was open at the time the account downgraded.
Collect Restrictions
  • There's a limit of 3 collectors per survey.
  • You can't re-open collectors for existing surveys that include paid features.
  • Collectors that were open when the account downgraded continue to record responses and the collector options remain the same, except the Survey End Page may change to the standard end page.
  • You can only delete 50 responses across the entire account.
Analyze Restrictions
  • View-only access per your response limit, and extra responses exceeding your response limit are automatically deleted 60 days after they’re received, in accordance with our data compliance policies.
  • You can't export your data.
  • You can't preview or download files uploaded to your survey.
  • You can only create 1 rule per survey. Your existing rules are deleted when you downgrade.
  • Any shared data pages you created on a paid plan continue to be accessible, but you can't create saved views to share.
Security Restrictions
  • You don't get login alerts when there are login attempts from a new device or browser.
TIP! Check out the Plans & Pricing page to see what features are available on a free plan.

 

What happens to my team?

If a Primary Admin does not renew, users are removed from the team, and all accounts are downgraded to Basic (free) plans.

Surveys are only accessible within someone's individual account and survey sharing is turned off.

When you downgrade, your account is put on hold for 15 days, in case your payment is late. After the grace period, responses 60 days or older that exceed your response limit will be deleted in accordance with our data retention policies.

If the Primary Admin re-upgrades their account, it doesn't automatically re-create the team–they will need to invite each user to join again.

 

If you miss a payment or cancel auto-renew before your next billing date, your account will downgrade to a free plan. To send surveys with paid features or to view and export all data, you’ll need to upgrade to a paid plan again.

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