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Upgrading your plan

Upgrade from your billing settings. Most upgrades take effect immediately and are prorated against the current cycle. Higher-tier features (Custom Questions slots, custom roles, Reports) become available right away.

Updated Apr 29, 2026 • For agency admin

In short: Open billing, pick the new plan, and confirm. Most upgrades take effect immediately with a prorated charge for the rest of the cycle.

Upgrade flow

  1. 1

    Open your agency’s billing settings.

  2. 2

    Find the plan management section.

  3. 3

    Pick the plan you want to upgrade to.

  4. 4

    Review the price change — including any proration for the current cycle.

  5. 5

    Confirm.

  6. 6

    The new plan takes effect immediately. Higher limits unlock right away.

What changes after the upgrade

  • Limits expand — more user seats, more Submissions per month, more Custom Question slots, more custom roles
  • Reports unlock if you upgraded to Middle Market or Custom
  • Billing reflects the new price on the next invoice (with proration for the current cycle)

Existing Submissions, Forms, integrations, and configuration are untouched. The upgrade purely changes what you have access to going forward.

Proration

If you upgrade mid-cycle:

  • You’re charged a prorated amount for the difference between your current plan and the new one, for the days remaining in the current cycle
  • The next full invoice reflects the new plan price

Upgrade timing is generally not strategic — proration smooths the cost. Upgrade when you need the capability, not at month boundaries.

Cycle changes (monthly to annual or vice versa)

Beyond plan tier, you can change billing cycle:

  • Monthly to annual — saves money in many tiers (annual plans are discounted). Takes effect at the next renewal usually; some configurations support immediate switch with proration.
  • Annual to monthly — usually takes effect at the next annual renewal.

Cycle changes are configured the same way as plan changes — through billing.

Downgrades

If you upgrade and later realize you don’t need the higher tier, downgrade is available. Some considerations:

  • Downgrade may be blocked if your current usage exceeds the lower plan’s limits (e.g. you have 30 Custom Questions but want to drop to Propel which caps at 10)
  • Resolve the over-limit usage first (archive Custom Questions, reduce seat count) and then downgrade

Common questions

Can I upgrade just for one month? Plans are continuous. You can upgrade and then downgrade later, but each transition is its own change.

What happens to my data if I upgrade? Nothing. Upgrades only change what’s available going forward.

Will my colleagues be notified about the upgrade? Billing changes are visible to anyone with billing access on your account. There’s no automatic agency-wide announcement.

My upgrade didn’t apply right away. Most upgrades apply immediately. If features aren’t unlocking, refresh the app, log out and back in, or contact support if it persists.