You can pause a survey, change your plan, cancel your subscription, or delete your organization. Each option has a different effect on billing, surveys, and data. This article helps you pick the right option and explains what happens to your data afterward. Canceling takes effect immediately, so check the comparison below before you cancel.
Important: If you're on a contract, you must give us 30 days' written notice before your renewal date to cancel.
In this article:
- Choosing the right option
- Canceling your subscription
- What happens after you cancel
- What happens to your data
- FAQ
- See also
Choosing the right option
Use this table to find the option that matches what you want to do:
Canceling your subscription
Canceling stops your subscription and all of your surveys at once. Before you cancel, export your data so you keep a copy of your responses. See Export Responses & Dashboard stats for details.
You must be an organization admin to cancel a subscription. If you are:
- Go to
Organization > Subscription.
- Scroll to the bottom of the Subscription page and click Cancel subscription.
Your cancellation takes effect immediately. All surveys stop, and your subscription shows as on hold.
Note: Don't cancel your subscription to change your plan or update your payment method. To update your card, see Updating your payment method. For help changing your plan, contact support through the chat bubble.
What happens after you cancel
After you cancel, your surveys stop and your data stays in SatisMeter until the deletion timeline below removes it.
Restarting surveys that are on hold
After you cancel, or after a payment fails, SatisMeter shows a banner that reads Your subscription is on hold. Your surveys don't run while your subscription is on hold.
To restart your surveys, resubscribe or pay the outstanding amount.
Stopping digest emails
Digest emails can keep arriving after you cancel, because they don't depend on your billing status. They stop about 30 days after your last response.
To stop them sooner, turn them off in your digest settings, or remove the person from the project.
What happens to your data
SatisMeter keeps your data after you cancel, then deletes it after a period of inactivity. This applies to:
- Organizations on the Free plan.
- Older free-trial organizations.
- Canceled organizations with no unpaid invoices.
Contract plans are exempt from this timeline.
Deletion timeline
Deletion happens in stages, with warnings before any data is removed:
- After 60 days with no responses, we schedule your organization for deletion and email a warning to its admins.
- About seven days before deletion, we send admins a second warning email.
- About 30 days after scheduling, we soft-delete your data. Soft-deleted data is removed but not yet permanently deleted.
- 30 days after the soft deletion, we permanently delete your data.
We check for inactive organizations and send warnings daily. Deletions run once a week, on Saturdays, so a deletion can happen up to six days after its scheduled date.
Postponing deletion
Admins can postpone a scheduled deletion. The first postponement adds 90 days, and each later postponement adds one year.
Deleting your organization
To remove everything, contact support through the chat bubble and ask us to delete your organization. Export any data you want to keep first, because deletion removes it.
FAQ
I was charged after canceling. What should I do?
Contact support through the chat bubble and include the invoice number. We'll look into the charge with you.
Does pausing a survey stop billing?
Pausing a survey doesn't stop billing. To stop paying, cancel your subscription instead.