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Manage Your Sortly Account or Subscription

Take control of your Sortly subscription, whether you're upgrading to unlock more features, adjusting your billing, or closing out your account. This article walks you through upgrading, downgrading, changing your billing cycle, changing the account owner, deactivating, canceling, and deleting your account.

💡 Subscribed to an Enterprise plan? Contact your Customer Success Manager for help managing your subscription.

Upgrade

Need to move to a higher plan? Here is how to upgrade.

1
Go to Manage Plan in your Sortly account.
2
Select your new plan, then select Buy Now to confirm.
💡 To upgrade to an Enterprise plan, go to Manage Plan and select Talk to Sales on the Enterprise plan.

Downgrade

To switch to a Free or lower-tiered plan:

1
Review the plan limits for the tier you want to switch to.
2
Make sure your account meets those limits.
3
Go to Manage Plan and select Downgrade. This button only appears if your account qualifies.
⚠️ What to expect when you downgrade:
  • To the Free plan: you'll keep access to your current plan until the end of the billing cycle. Your account then downgrades and your card is no longer charged.
  • To a lower paid plan: the downgrade takes effect immediately, and you'll receive credit applied to future payments.

Plan limits

  • Free: 100 unique items, 1 user, 1 custom field (no attachment-type custom fields)
  • Advanced: 500 unique items, 2 users, 5 custom fields
  • Ultra: 2,000 unique items, 5 users, 10 custom fields
  • Premium: 5,000 unique items, 8 users, 20 custom fields
  • Enterprise: custom limits. Contact your Customer Success Manager to manage or downgrade your plan.

Upgrading (App Store or Google Play subscribers)

If you subscribed through the App Store or Google Play, Apple or Google manages your billing, not Sortly. Store-based subscriptions can only be canceled. They can't be upgraded or downgraded directly.

To upgrade

1
Cancel your subscription in your device's App Store or Google Play subscription settings.
2
Go to Manage Plan in Sortly and choose your new plan.
⚠️ Note: Complete step 1 before step 2. Sortly can't apply a new plan while an active store subscription is still in place.
✅ No data is lost during the switch. You're only changing who manages the subscription.

For help canceling, visit Apple's Subscription Support or Google Play Subscription Support.

If you're canceling and don't want a new plan, you don't need to do anything in Sortly. Follow the cancellation steps in your app store, covered in the Cancel section below.

Change billing cycle

Prefer to pay monthly or annually? You can switch at any time from Billing Info.

Annual to monthly

1
2
Select Switch to Monthly.
3
Confirm the change when prompted.

What to expect:

  • The switch takes effect immediately.
  • You'll be charged for your new monthly plan.
  • You'll receive a credit for the unused time on your annual plan.
  • Any remaining credit is automatically applied to future monthly renewals.
  • Your monthly billing cycle restarts on the date of the switch.

Monthly to annual

1
2
Select Switch to Annual.
3
Confirm the change when prompted.

What to expect:

  • The switch takes effect immediately.
  • You'll be charged for your new annual plan.
  • We'll automatically apply a credit for the unused time remaining on your monthly plan.
  • Your annual billing cycle restarts from the date of the switch.

Change account owner

Need to transfer ownership of your Sortly account? Reach out to our Support Team. For security reasons, ownership changes must be handled by Sortly and require verification.

To help us process your request, be prepared to provide one of the following:

  • A copy of the separation letter for the current account owner
  • An email from the former owner's email address confirming the transfer (HR can assist if needed)
  • The last four digits of the card on file, plus the date and amount of the most recent Sortly charge

Once verified, we'll assist in updating the account owner.

⚠️ Account ownership changes must be approved by Sortly Support to ensure account and data security.

Deactivate account (Free plan)

Prefer to deactivate your account instead of deleting it? If you're on the Free plan, follow these steps.

1
Go to Settings > Company Details.
2
Select Deactivate Account.

You then see two options:

  • Keep Account returns you to your Items tab and cancels the deactivation process.
  • Deactivate Account continues the deactivation process.

What happens after deactivation:

  • Your account is placed in a deactivated state, but not permanently deleted.
  • Your data is securely stored for 2 years.
  • You can reactivate your account at any time during this period by logging back in.

Cancel

If you subscribed directly with Sortly

1
Go to Settings > Company Details.
2
In the Manage Account section, select Cancel Subscription.
3
Follow the prompts and answer a few short questions.
4
Review your cancellation details and confirm.

What happens after you cancel:

  • Your subscription remains active until the end of your billing or trial period.
  • Your account and data are securely stored for 2 years.
  • You can reactivate your account any time before your data is deleted.

If you subscribed via the App Store or Google Play

1
Open your device's subscription settings.
2
Locate your Sortly subscription.
3
Tap Cancel Subscription.
4
Follow the prompts to complete the cancellation in the App Store.

For help, visit:

⚠️ Paid plan cancellations must be completed through your app store or the Sortly web app. Sortly Support cannot cancel store-based subscriptions on your behalf.

Delete your account

🗑️ Important: Once deleted, your account and data cannot be recovered. Be sure to export any data (via CSV or Dropbox) before proceeding.

Web or Android

To permanently delete your account:

1
Go to Settings > Company Details.
2
If you have a paid subscription, you must cancel the subscription first.
3
Select Delete Account.
4
Follow the steps to begin the 14-day slow delete process.
5
After 7 days, access is removed. After 14 days, your data is permanently deleted.
6
To delete sooner, you can request a force delete once the process has started.

iOS

To permanently delete your account:

1
Go to Menu > Company Details.
2
If you have a paid subscription, you must cancel the subscription first.
3
Follow the instructions to Delete Account.

Frequently Asked Questions

I'm having a billing issue. Who do I contact?
Reach out to our Support Team.
What's the difference between canceling, deactivating, and deleting?

Deactivate (Free plans): temporarily disables your account. You can reactivate anytime within 2 years, and your data remains safe and intact during that period.

Cancel Subscription (Paid/Trial plans): ends your paid subscription. You retain access until your billing or trial period ends, and your data is securely stored for 2 years in case you return.

Delete Account (All plans): permanently removes your data 14 days after deletion is initiated (slow delete). A force delete option is available after completing the 14-day slow delete flow. Once deleted, your account cannot be restored, so you'll need to create a brand new account to return to Sortly.

How do I reactivate my subscription or account?

Before your billing or trial ends: reactivate with no new payment needed.

After your billing or trial ends: if you pay by card, you'll be asked to enter payment details again. If you subscribed via the App Store or Google Play, reactivate there.

Will I be offered a discount to stay?
If you paid by credit card and signed up directly through Sortly, you may see a one-time discount offer when canceling. Offers aren't available if you signed up through the App Store or Google Play.
If I cancel through the app, why am I redirected to a website?
To protect your billing information and ensure a secure cancellation process, cancellations for paid plans are completed on our secure website. You'll stay signed in during the process.
Why am I being charged more this year than last year?
Many customers receive a promotional or discounted rate during their first year with Sortly. After the promotional period ends, your subscription automatically renews at the standard rate based on your current plan.
What if I can't find the cancel or deactivate option?

Check these things first:

  • Are you signed in to the correct account?
  • Are you the account owner? Only owners have access to cancel the subscription.
  • Are you using the web or mobile app? Cancellation happens on the web for paid plans at app.sortly.com.
  • Did you subscribe through Apple or Google Play? You'll cancel in your app store.

If you still can't cancel, please contact our Support Team and we'll help you.

Can I get a refund?
For refund requests, please contact our Support Team. They'll review your request.
I want to remove the payment method from my account.
Currently, a card is required on file for Advanced, Ultra, and Premium plans. Your information is stored securely, and you're only charged according to your plan.
I need a receipt or invoice. How do I get one?
1
Make sure you're logged in as the account owner.
2
Go to Billing Info in your Sortly account.
3
View or download your invoices and receipts in the Payment History section.
Why am I seeing a message about reaching my entry or item limit?
Each plan includes a specific limit for entries or items. If you've exceeded that limit, you'll need to either reduce the number of items in your account or upgrade to a plan that offers a higher limit to accommodate your current needs.
I got a message that the email address already belongs to another account, but I need to add it to my account. What can I do?

This usually means the person you're trying to add already has a free Sortly account tied to that email address. To resolve this, they'll need to delete their existing account before you can invite them to your subscription.

Here's how they can permanently delete their account:

1
Log in to their Sortly account.
2
Go to Settings > Company Details.
3
Follow the steps to begin the 14-day slow delete process.
4
Then, request a force delete to immediately remove the account.

Once their account is deleted, you'll be able to add them to your team without any issues.