1. Sortly Support
  2. Billing & Account
  3. Billing & Subscription Changes

Manage Your Sortly Account or Subscription

Need to make changes to your Sortly account or subscription? This step-by-step guide covers everything you need to know—from how to upgrade or downgrade your plan, to canceling your subscription or permanently deleting your account and data. Follow the steps below to manage your Sortly account with ease.

This article outlines how to:

💡 Subscribed to an Enterprise Plan? Please contact your Customer Success Manager for help managing all aspects of your subscription.

 

Upgrade

To upgrade your plan:

  1. Go to Manage Plan in your Sortly account
  2. Select your new plan and confirm the upgrade

Note: If you're upgrading from the Free plan, you'll need to add a valid credit card. You won't be charged until the trial ends.
 

🚀 To upgrade to an Enterprise plan, click here.

 

Downgrade

To switch to a Free or lower-tiered plan:

  • Review the plan limits for the tier you want to switch to
  • Ensure your account meets those limits

Go to Manage Plan and click Downgrade (this button will only appear if your account qualifies)

 

Plan Limits

  • Free – 100 entries, 1 user, 1 custom field (no attachment-type custom fields)
  • Advanced – 500 entries, 2 users, 5 custom fields
  • Ultra – 2,000 entries, 5 users, 10 custom fields
  • Premium – 5,000 entries, 8 users, 25 custom fields
  • Enterprise – Custom limits; please contact your Customer Success Manager to manage or downgrade your plan

Note: Entries = Unique Items + Folders - This means you can add any combination of items and folders, up to a combined total of 100.

 

Change Billing Cycle

Annual to Monthly:

  1. Go to Billing Info
  2. Click Switch to Monthly
  3. Confirm the change when prompted

What to expect:

  • The switch takes effect immediately
  • You’ll be charged for the new monthly plan at full cost right away
  • Any unused time on your annual plan will be credited to your account
  • Your billing cycle will be reset to start from the date of the switch

 

Monthly to Annual:

  1. Go to Billing Info
  2. Click Switch to Annual
  3. Confirm the change when prompted

What to expect:

  • The switch takes effect immediately
  • You’ll be charged for the new annual plan at full cost right away
  • Any unused time on your monthly plan will be credited to your account
  • Your billing cycle will be reset to start from the date of the switch

 

Change Account Owner

If you need to transfer ownership of your Sortly account, please 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 quickly, please 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)

If you're on the Free plan and want to deactivate your account (rather than delete it), follow these steps:

  1. Go to Settings > Company Details
  2. Click the Deactivate Account button

You’ll then see two options:

  • Keep Account → This will return you to your Items tab (app.sortly.com/items) and cancel the deactivation process
  • Deactivate Account → This continues the deactivation process.
     

What happens after deactivation:

  • Your account is placed in a deactivated state, but not permanently deleted
  • Your data will be 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:

To cancel your subscription:

  1. Go to Settings > Company Details
  2. In the Manage Account section, click 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 will be 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:

To cancel your subscription:

  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:

⚠️ Note: 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

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. Click 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

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

 

FAQ

I'm having a billing issue. Who do I contact?

Please 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
  • 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
  • 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
  • To return to Sortly, you'll need to create a brand new account

 

How do I reactivate my subscription or account?

  • Before your billing or trial ends:
    • Reactivate easily—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.

 

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. Don’t worry—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.

👉 If you recently received an email about changes to your plan, please refer to the Upcoming Sortly Plan Changes FAQ for more details.

 

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 will have access to cancel the subscription)
  • Are you using the web or mobile app? (Cancelation happens on the web for paid plans here: 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 Support. They’ll be happy to 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 are only charged according to your plan.

 

I need a receipt or invoice. How do I get one?

  1. Ensure 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 successfully 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.

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