Cancelling your subscription — SALT Knowledge Base

In short: Open billing, request cancellation, complete the exit survey. You keep access until the end of the paid period. Withdraw any time before then to keep your subscription.

How cancellation works

SALT subscriptions don’t cancel instantly:

You request cancellation — initiates the process
You stay active until the end of the current paid period — no immediate loss of access
At the end of the period, the subscription ends — your agency loses access to the app
Your data is retained per the privacy policy — usually for a defined window after cancellation, in case you reactivate

This gives you time to change your mind, export data, and notify your colleagues.

Cancel

1

Open your agency’s billing settings.
2

Find the cancellation option.
3

Complete the exit survey — what’s prompting the cancellation, what could improve, where you’re going (this feedback genuinely informs SALT’s roadmap).
4

Confirm.
5

Your subscription is marked for cancellation. The current paid period continues normally.

You’ll see a banner indicating the cancellation date. The app keeps working until then.

Withdrawing cancellation

Changed your mind? Cancellation can be withdrawn:

1

Open billing.
2

Find the option to withdraw or cancel-the-cancellation.
3

Confirm.
4

Your subscription returns to active. No interruption in service or billing.

This works any time before the cancellation date.

What happens at the cancellation date

When the paid period ends:

Your colleagues lose sign-in access to SALT
Active Links start returning “form not available” to new visitors
Pending integration syncs may complete or fail naturally
Your data is retained — but not actively accessible to you — per the privacy policy

If you reactivate within the data retention window, your previous data, settings, and integrations come back as they were. After the retention window expires, full data deletion may apply.

Reactivating after cancellation

To come back:

1

Sign in or contact support to start reactivation.
2

SALT keeps your billing info on file, so you don’t have to re-enter your card if it’s still valid.
3

Pick a plan (the same as before or a different tier).
4

Your previous data is restored if reactivation is within the retention window.

Exporting before cancellation

Before your access ends, export data you’ll want to keep:

Submissions: bulk-export to CSV (Bulk export)
Form structures: document or screenshot for reference
Integration credentials: confirm with the destination systems separately

You can’t easily re-create exports after the cancellation date.

Common questions

Will I get a refund for the unused portion of my paid period? Standard cancellation isn’t refunded — you keep access through the end of the period you’ve already paid for. Refunds for unusual circumstances are at SALT’s discretion; contact support.

What about my Data Credits — are they refunded? Unused Data Credits typically don’t roll over or refund post-cancellation. Use them or accept the loss.

Will my colleagues be notified? Other admins on your account may receive a notification or see a banner. Non-admin users don’t get an automatic notification — telling them yourself is your call.

Can I cancel and immediately start a new subscription on a different plan? That’s effectively a plan change, not a cancellation. See Upgrading your plan for plan changes — cleaner than cancel-and-recreate.