1. Sortly Help Center
  2. Billing & Account
  3. Billing & Subscription Changes

Manage Your Sortly Account or Subscription

Whether you're upgrading to unlock more features, adjusting your billing, or closing out your account, here's everything you need to manage your Sortly subscription.

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

Upgrade

To upgrade your plan:

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

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 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, please 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. 1Cancel your subscription in your device's App Store or Google Play subscription settings
  2. 2Go to Manage Plan in Sortly and choose your new plan
⚠️ Note: You'll need to complete step 1 before step 2. Sortly can't apply a new plan while an active store subscription is still in place.
✅ No data will be 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. Just follow the cancellation steps in your app store, covered in the Cancel section below.

Change Billing Cycle

Annual to Monthly

  1. 1Go to Billing Info
  2. 2Click Switch to Monthly
  3. 3Confirm 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 will automatically be applied to future monthly renewals.
  • Your monthly billing cycle restarts on the date of the switch.

Monthly to Annual

  1. 1Go to Billing Info
  2. 2Click Switch to Annual
  3. 3Confirm 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 will restart 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. 1Go to Settings > Company Details
  2. 2Click the Deactivate Account button

You'll then see two options:

  • Keep Account, this returns you to your Items tab and cancels 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. 1Go to Settings > Company Details
  2. 2In the Manage Account section, click Cancel Subscription
  3. 3Follow the prompts and answer a few short questions
  4. 4Review 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. 1Open your device's subscription settings
  2. 2Locate your Sortly subscription
  3. 3Tap Cancel Subscription
  4. 4Follow 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. 1Go to Settings > Company Details
  2. 2If you have a paid subscription, you must cancel the subscription first
  3. 3Click Delete Account
  4. 4Follow the steps to begin the 14-day slow delete process
  5. 5After 7 days, access is removed, after 14 days, your data is permanently deleted
  6. 6To delete sooner, you can request a force delete once the process has started

iOS

To permanently delete your account:

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

Frequently Asked Questions

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, 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 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.

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 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're only charged according to your plan.
I need a receipt or invoice. How do I get one?
  1. 1Ensure you're logged in as the account owner
  2. 2Go to Billing Info in your Sortly account
  3. 3View 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. 1Log in to their Sortly account
  2. 2Go to Settings > Company Details
  3. 3Follow the steps to begin the 14-day slow delete process
  4. 4Then, 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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