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Billing plans, changes, and cancellation

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Monthly vs annual plans

Section titled “Monthly vs annual plans”

Monthly plans (flexible)

Section titled “Monthly plans (flexible)”

Monthly plans are billed in advance each month and offer full flexibility.

What you can do at any time:

  • Upgrade or downgrade your plan (e.g. Basic ↔ Premium)
  • Increase or decrease your user count (within limits)
  • Add or remove add-ons (e.g. SMS)

AI Receptionist add-on

Section titled “AI Receptionist add-on”

On monthly plans you can remove the AI Receptionist add-on at any time from Billing.

  • Removal takes effect immediately (it does not wait until the end of your billing period)
  • AI Receptionist stops answering calls as soon as the add-on is removed
  • Your phone number is retained for 30 days in case you add the add-on again

This is different from cancelling your whole SortScape account, which stays active until the end of the current billing period. See AI Receptionist for full details.

How billing works:

  • Changes take effect immediately

  • Charges are prorated and applied on your next invoice Examples:

  • Upgrade mid-cycle: You’ll be charged a prorated amount for the upgrade, plus the full amount for the next month
    → your next invoice may be higher than usual

  • Downgrade mid-cycle: You’ll receive a credit for the unused portion of your previous plan
    → your next invoice may be lower than usual

Important:

  • You cannot select a plan with fewer users than you currently have active
  • To reduce user count, you must first deactivate users

Annual plans (best value, less flexible)

Section titled “Annual plans (best value, less flexible)”

Annual plans offer a discounted rate but require a 12-month commitment across your full subscription (plan, users, add-ons).

What you can do at any time:

  • Upgrade to a higher user tier

  • Upgrade from Basic to Premium

  • Add SMS packages What you can only do in the final month:

  • Downgrade plans (e.g. Premium → Basic)

  • Reduce user count

  • Switch to monthly billing

See Switching from annual to monthly billing for step-by-step instructions.

Switching from annual to monthly billing

Section titled “Switching from annual to monthly billing”

In the final month before your annual renewal date, you can move to monthly billing yourself from the billing screen.

When you can switch

The Monthly billing toggle unlocks once your renewal date is within one month. Until then, it stays disabled on the plan chooser. For example, if your annual plan renews on 2 July, you can usually switch from early June onward.

How to switch

The billing screen is only available in a web browser. Open app.sortscape.com in Safari, Chrome, or another browser and log in. It is not available in the SortScape mobile app.

  1. Go to Billing
  2. Click Change plan
  3. Select Monthly on the billing interval toggle
  4. Choose your plan and continue to checkout
  5. Review the prorated amount and click Confirm plan

What happens when you switch

  • The change takes effect immediately, not on your annual renewal date
  • Stripe calculates a prorated charge or credit for the remainder of your current billing period
  • Your subscription renews monthly from that point forward

If you have cancelled your subscription

If you have already clicked Cancel, Change plan is hidden until you click Reactivate plan on the billing page. You cannot switch billing intervals while a cancellation is pending.

If your subscription has already ended

If your annual plan has expired and your account is inactive, you do not switch plans. You choose a new subscription on the plan selection screen, and monthly billing is available from the start.

Cancellation policy (all plans)

Section titled “Cancellation policy (all plans)”
  • Cancelling your subscription does not take effect immediately
  • Your account will remain active until the end of your current billing period
  • No refunds are provided for unused time
  • After the billing period ends, your subscription will not renew This applies to both monthly and annual plans.

SMS add-ons on annual plans

Section titled “SMS add-ons on annual plans”
  • SMS credits are purchased in bundles (e.g. 100 messages)
  • Charged upfront for the full 12-month period
  • No pay-as-you-go option

For how credits work and what makes a message use more than one, see SMS text message credits.

Proration on annual upgrades

Section titled “Proration on annual upgrades”

If you upgrade your annual plan:

  • The unused portion of your current plan is credited
  • You only pay the difference for the remainder of the billing period
  • Your billing date does not change

When to choose each

Section titled “When to choose each”
  • Monthly: More flexible, easier to change plans at any time
  • Annual: Lower cost, but requires commitment and has limited downgrade options

Free trial accounts

Section titled “Free trial accounts”

If you are on a SortScape free trial and have not chosen a paid plan yet, you do not have a subscription to cancel.

On the Billing screen you will see Choose a plan, not a Cancel button. That is expected.

To stop using SortScape during your trial

  • You do not need to cancel anything. There is no charge while you are on the trial.
  • You can simply stop using the app. When your trial ends, your account becomes inactive if you have not subscribed.
  • If you want your data deleted immediately, use Delete account in the SortScape mobile app. See How do I delete my account. This permanently deletes your business data and cannot be undone.

The Cancel steps below apply only after you have an active paid subscription.

How to cancel your account

Section titled “How to cancel your account”

The billing screen is only available in a web browser. Open app.sortscape.com in Safari, Chrome, or another browser and log in. It is not available in the SortScape mobile app.

To cancel your SortScape subscription:

  1. Go to Billing
  2. Click the Cancel button
  3. Confirm your cancellation What happens next:
  • Your cancellation does not take effect immediately
  • Your account remains active until the end of your current billing period
  • After that, your subscription will not renew and your account will become inactive
  • No refunds are provided for unused time

Changing to a lower-cost plan

Section titled “Changing to a lower-cost plan”

If you can’t see a cheaper plan option, it’s usually because your current user count exceeds that plan’s limit.

For example:

  • If you have 6 active users, you won’t be able to select the 5-user plan To select a lower-cost plan:
  1. Go to Settings → Company → Employees
  2. Deactivate any users who will not be using the app
  3. Return to Billing
  4. Select your desired plan As you reduce your active user count, additional lower-tier plans will become available.

Feature access when changing plans

Section titled “Feature access when changing plans”

When you upgrade or downgrade your plan, some features may become unavailable depending on your plan tier and when you signed up.

Current plans (signed up from May 2025 onwards)

Section titled “Current plans (signed up from May 2025 onwards)”

On current pricing, the following integrations require Premium:

  • Xero
  • QuickBooks Online
  • Zapier

If you downgrade from Premium to Basic, you will lose access to these integrations.

Legacy plans (signed up before May 2025)

Section titled “Legacy plans (signed up before May 2025)”

If you are on a legacy plan and signed up before the May 2025 pricing change:

  • You keep access to Xero (and QuickBooks Online, if connected) on your existing plan — including after upgrading to Premium and switching back
  • Zapier and other Premium-only features are only available while you are on Premium. If you downgrade, you will lose access to Zapier, but your Xero integration will remain as it is now

This means you can safely try Premium to test features like Zapier, then switch back to your original legacy plan without losing your Xero connection.