What happens when a trial or subscription ends

• As long as you're subscribed, everything works.
• Any paid service also gives your account 500MB of free storage for attachments, shared across your whole account. Need more? Rent extra storage by the gigabyte, any time.
• An account with no sign-ins and no incoming data for 24 months also becomes read-only, even with years of paid service left. Signing in once keeps it.
• When your last service stops, the account becomes read-only for 60 days: you can still open and export everything, but collecting new answers stops.
• We remind you 14, 7 and 1 days before the end.
• Subscribing to any service during those 60 days brings everything back to normal immediately.
• If you don't, the account is suspended and all of its data deleted on the last day.

State	Why you're here	Open & export	Collect new answers
Free trial	A service trial is running	Yes	Yes, within trial limits
Active	A service is paid for	Yes	Yes
Payment failed	A payment didn't go through	Yes	Yes, while it's retried
Read-only	Your last trial ended, a paid service wasn't renewed, you closed the account, or nobody used it for 24 months	Yes, for 60 days	No
Suspended	The 60 read-only days ended	No, the data has been deleted	No

Note While the account is read-only, two things are never blocked: subscribing and contacting support.

You keep working normally while the payment is retried. Update your payment details and nothing else is needed. If the payment never goes through and the paid period ends, the account becomes read-only for 60 days.

Each service (Surveys, Forms, Monitoring) has its own 14-day trial. The account becomes read-only for 60 days only when the trial of the last service you opened ends and nothing has been paid for.

Use this time to subscribe, or to export what you've collected.

When the paid period of your last service ends without renewal, the account becomes read-only for 60 days, starting that day.

The account owner can close the account from the Account page, by typing the organization name to confirm.

• Every subscription is cancelled immediately. There is no refund for the rest of a paid period.
• The account becomes read-only for 60 days from that moment.
• Subscribing to any service during those days keeps everything.

Surveys and Forms are bought with a one-time payment that lasts for years. So that an abandoned account isn't kept forever, an account that nobody signs in to and that receives no responses or records for 24 months is treated as unused. Responses through public links and the Collect app count as use.

• We email the account owner 30, 14 and 7 days before. Signing in once keeps the account.
• If nobody does, the account becomes read-only for 60 days.
• Signing in during those 60 days reopens it straight away, with nothing to buy: your services are still paid for.
• If nobody signs in, it is suspended and deleted like any other account at the end of the 60 days.

An account billed by a recurring subscription is never closed for inactivity.

On the last day, automatically:

• the account is suspended;
• its data and uploaded files are permanently deleted;
• any remaining AI credit is lost with the account.

Warning This can't be undone, not even by our support team. Export anything you want to keep before the date shown in the banner and in our emails.

Sign in with the same email and choose Reactivate account. It's the same account, but it starts empty and without a new free trial (the trial is given once per account). It stays read-only until you subscribe to a service within 60 days.

The full policy is in Our data retention and privacy policy.