Changing Your Paid Plan

Confirmation Emails: If you don't receive a confirmation email when you upgrade or make any other change to your subscription, please check your junk folder. It may also help to add the sender to your safe senders list.

Which System am I on?

We are currently transitioning our payment systems to a new provider. This is happening in stages with groups of users being transferred over time. See below for details  We will endavour to keep this information as up to date as possible as this process takes place, but if there is any confusion, raise a support ticket.

If you made your first purchase before the 1st of March 2022, then you are on the Old System.

If you made your first purchase after the 1st of March 2022, you are on the New System.

Old System

Changing from one plan to another on the old payment system is a three-step process.

  1. You need to downgrade the account following the instructions on this page.
  2. You need to then wait for the paid account period to end.
  3. Once the period has ended and your account has reverted to a Basic Plan, you need to Purchase a new plan at your desired level.


New System

SmartSurvey allows you to change to your paid plan without needing to downgrade first.

How to Change Your Plan:

  1. From anywhere in your account, access My Account, then Billing.
  2. On this page you will see your currently selected plan and payment details. Click “Change Plan” to change your plan. You’ll be taken to the Pricing and Plans page.
  3. On the Pricing and Plan Page, select your new plan. You can upgrade to a higher plan, or downgrade to a lower paid plan. The processes for this are slightly different.

Changing to a Higher Paid Plan:

A “higher” paid plan is any where the cost of the recurring subscription purchase is greater than your most recent purchase.


  • Professional Monthly > Professional Annual
  • Professional Monthly > Business Monthly

What you need to know:

  • You can change to a paid plan at a higher level at any time.
  • If you are still within the paid period of a plan, the amount of value of the plan time you’ve paid for, but not yet used, will be applied to your purchase as credit. So if you paid for a month and you’re half way through when you change, then half the value of that monthly payment will be applied as credit to the new plan.
  • The change will take place immediately after you complete the process.
  • If you are changing from a Monthly plan to an Annual plan, your payment cycle will restart. If you are changing to a plan with the same payment period as your previous plan, your payment date will stay the same.

So, before you complete the purchase you’ll be shown all these details and asked to confirm. Confirm the purchase to start your new Plan.

Changing to a Lower Paid Plan.

A Lower paid plan is any plan where the cost of the subscription is less than that of your existing subscription.


  • Business Monthly > Professional Monthly
  • Professional Annual > Business Monthly

What you need to know:

  • You can request a change to a “Lower” plan at any time, but it can only take effect at the point the next payment would be due.
  • Once requested, the plan change will be shown as “Pending” alongside your active plan until the billing date.
  • You cannot request another change while a plan is pending. You can cancel the pending change at any time before the change takes place.
  • The plan change will take place on the billing date, so your billing date will stay the same.

Was this guide helpful?