> For the complete documentation index, see [llms.txt](https://docs.zigpoll.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.zigpoll.com/faq/billing-accounts-and-plans.md). # Billing, Accounts, and Plans Common questions about billing, account management, and subscription plans Have questions about your subscription, charges, or account settings? Here are the answers to the most common billing and account questions. {% hint style="info" %} Shopify merchants: open Zigpoll from Shopify admin → **Apps → Zigpoll** first. Every path on this page starts from there. {% endhint %} ### What plan am I on? Click **Profile** at the bottom of the sidebar, then **Accounts**, and open the **Plan** tab for your account. It shows your current plan, what you pay, and when it renews. You can also open the account's **Settings → Plans & Limits**. Only the account owner and Admins with billing access (**Billing Admin**) see the **Plan** and **Limits** tabs. {% content-ref url="/pages/-LZzntn1HSzaiXwIaBqe" %} [Subscription Plans](/subscription-plans.md) {% endcontent-ref %} ### Why does Shopify show a different plan than Zigpoll? Every account is billed one of two ways: * **Through Shopify.** Accounts created by installing the Shopify app are billed as a Shopify app charge. The charge appears on your Shopify bill, not as a separate card payment. * **By card (Stripe).** Accounts created at app.zigpoll.com pay by card. Common reasons the two don't match: * **You're looking at a different account.** Each Shopify store has its own Zigpoll account and its own plan. If you run several stores, or you also have an account you created by email, check which one you're in using the account dropdown at the top left. * **You're on an older plan.** If your account is on a plan that's no longer in the current lineup, you keep that plan's name, price, and limits, so your account can show a plan you won't find on the pricing page. Accounts on a current plan have the limits listed on [Subscription Plans](/subscription-plans.md). * **A discount is applied.** A Shopify charge created with a discount code carries the discount in its name, for example `Standard - (50% Discount)`. If Shopify is billing you for a plan your Zigpoll account doesn't show, contact with your store name. ### I was charged but I thought I was on the free plan If you previously upgraded to a paid plan, your subscription may still be active. Check the **Plan** tab (see above), and for Shopify-billed accounts also check the app charges on your Shopify bill. Remember that each store and each account is billed separately. If you believe the charge was made in error, contact us and we'll sort it out. ### When am I billed? When you sign up for a paid plan you are billed immediately for the month, then again at the start of each billing period. Annual billing is also available at 25% off. To switch, choose **Yearly (25% off)** under **Subscription Interval** on the **Plan** tab. For card-billed accounts, changing to another paid plan restarts your billing period on the day you change. Shopify-billed accounts are charged on your Shopify bill. ### How do I upgrade or downgrade my plan? 1. Go to **Profile → Accounts** and open the **Plan** tab for the account. 2. Under **Change Your Plan**, pick the plan you want. 3. Click **Update Plan**. **All plan changes take effect immediately**, including downgrades. If you pick a lower plan, Zigpoll first offers to switch you to annual billing instead; click **Downgrade anyway** to continue. * **Card-billed accounts** are charged the new price today, minus a credit for the unused part of your current period. A downgrade to a cheaper paid plan leaves that credit on your balance for future invoices. * **Shopify-billed accounts** are sent to Shopify to approve the new charge. The change only happens once it's approved, so whoever approves it needs access to the store's Shopify admin. ### What happens to my usage when I upgrade? Upgrading raises your monthly limit as soon as the new plan is active. **It does not reset your usage.** The responses you've already collected this month still count, and your new plan's limit applies to the month's total. For example, if you used 200 of 200 responses on Standard and upgrade to Premium, you've used 200 of 350 and can collect 150 more before the 1st. If your surveys paused because you reached your limit, they start showing again once the new limit is higher than what you've used. ### What happens if I downgrade mid-month? The lower plan's limit applies right away, and your usage for the month stays where it is. Limits aren't added together: moving from a 500-response plan to Lite gives you Lite's 50 for the month, not 50 on top of what's left. If you've already collected more responses this month than the new limit allows, surveys pause until your usage resets on the 1st. Downgrading doesn't delete any surveys or responses. ### How do I cancel or downgrade to the free plan? Moving to **Lite** (the free plan) is how you cancel. Your account, surveys, and responses stay, and you keep collecting up to the Lite limit each month. 1. Go to **Profile → Accounts** and open the **Plan** tab for the account. 2. Under **Change Your Plan**, select **Lite**. 3. Click **Update Plan**, then **Downgrade anyway**. What happens next depends on how you're billed: * **Shopify-billed accounts:** the Shopify app charge is cancelled and the account moves to Lite straight away. * **Card-billed accounts:** the card subscription is cancelled first, then the account moves to Lite. If the cancellation fails, you'll see an error and your plan won't change. You're never left on Lite with billing still running. Try again or contact support. {% hint style="warning" %} Cancelling takes effect immediately, not at the end of the period you've paid for. If you still want to use your paid plan, cancel close to your renewal date. {% endhint %} **Uninstalling the Shopify app** also ends billing. Shopify cancels the app's charge when the app is removed, and Zigpoll cancels any card subscription on the account. Unlike moving to Lite, uninstalling also deletes the account. See [What happens to my surveys if I uninstall or delete my account?](/accounts.md#what-happens-to-my-surveys-if-i-uninstall-the-app-or-delete-my-account) before you uninstall. ### How do I stop an annual plan from renewing? Annual plans renew automatically, and there is no setting to switch renewal off ahead of time. To stop the renewal, cancel by moving to **Lite** (see above) before your renewal date. * Your renewal date is shown on the **Plan** tab as **Renews on**. * About **30 days before an annual plan renews**, the account owner is emailed a reminder with the renewal date and amount. Because cancelling is immediate, you lose the rest of your paid year if you cancel early. Wait until close to the renewal date. ### Where do I find invoices and receipts? **Card-billed accounts:** go to **Profile**. Once you've been charged, an **Invoices** section lists each paid invoice by month and receipt number. Click one to view or download it. Invoices belong to the login that pays for the plan, so sign in as that person to see them. Below the list, **Edit your billing information and customer information** opens the billing portal, where you can update the details that appear on your invoices. **Shopify-billed accounts:** Zigpoll charges appear on your Shopify bill, and Zigpoll does not issue a separate invoice. Download your Shopify bills from your Shopify admin's billing settings. For anything else, such as adding company or VAT details to a past invoice, contact . ### What counts as a response? How are limits calculated? One response is counted each time a participant takes one of your surveys, however many questions they answer. A single survey with 3 questions still generates one response per participant. Each question they answer is tracked separately as an **answer**, and answers don't count toward your limit. Before September 1, 2026, limits counted every answered question. If you read an older email or support reply that says each question counts, that rule no longer applies. {% content-ref url="/pages/-L\_EZO-k96\_WyGYdLJ1C" %} [How we calculate responses](/subscription-plans/how-we-calculate-responses.md) {% endcontent-ref %} ### When does my monthly response count reset? Monthly usage counts reset for every account on the **1st of each calendar month at 12:00 AM Eastern Time (New York)** — regardless of the day your subscription started or renews. This covers responses, outbound emails, SMS messages, survey links and AI insight credits. Lifetime totals (total responses, answers, participants) are never reset. You can see this month's usage on the **Limits** tab under **Profile → Accounts**. ### What happens when I reach my response limit? * **Your surveys stop showing to customers everywhere.** This covers on-site surveys, Shopify checkout, thank-you, order status, customer account and POS pages, and survey links (including links in your email and SMS campaigns). They don't appear until you have room again. * **Answers you've already collected are kept.** Nothing is deleted, and you can still view and export all of your data. * **Email and SMS sends are metered separately.** They have their own monthly limits on your plan. While you're over your response limit, the survey those messages link to won't show. * **Surveys come back on their own** when usage resets on the 1st, or as soon as you upgrade to a plan with a higher limit. There is no automatic upgrade and no overage charge. {% hint style="info" %} Deleting a survey doesn't give responses back. Responses it collected earlier in the month still count toward that month's total. {% endhint %} ### Will I be warned before I hit my limit? Yes. By default, Zigpoll emails you: * once when you reach **85%** of your monthly response limit, and * again when you **go over** the limit, with the subject "You've reached your response limit". Zigpoll checks every hour, so this email can arrive up to an hour after you pass the limit. Each email is sent at most once a month. The 85% warning covers whichever limit (responses, emails, or SMS) reaches the threshold first. Changing your plan resets both warnings, so you're warned again against the new limit. The emails go to the account owner, or to your notification recipients if you've set a list. To change this, go to **Settings → Notifications** and use **Response Limit Notification**. You can: * pick a different percentage, * choose **Do not notify until I reach my limit.**, or * choose **Do not notify me when I reach my monthly limit.** to turn both emails off. ### How do I redeem a promo code? You need the owner or Billing Admin role on the account. 1. Go to **Profile → Accounts** and open the **Plan** tab. 2. Below the plan picker, click **Have a promo code? Click Here.** 3. Enter the code and click **Use Code**. The card changes to **Discount Applied** or **Promotion Applied**. 4. Choose your plan under **Change Your Plan** and click **Update Plan**. A percentage discount is applied when you choose a plan. It stays with the account for later plan changes, but only reaches your bill when you change plans: * **Card-billed accounts:** changing to any paid plan updates your subscription with the discount. * **Shopify-billed accounts:** Shopify needs a new charge with the discounted price. If you're already on the plan you want, contact support. A free-month promotion can only be applied to an account on the free plan. If you see "Change to the free plan before applying the code", move to Lite first. ### Can I get a custom plan or pricing for several stores? Each Zigpoll account has its own plan, and each Shopify store is its own account. If none of the plans fit your usage, or you run several stores, contact . Support looks at these case by case. ### Can I use Zigpoll on multiple Shopify stores? Each Shopify store requires its own Zigpoll account and subscription. You can manage them all from one login; see [Multi-Store Management](/faq/multi-store-management.md). ### How do I add team members to my account? Go to **Profile → Accounts**, open the **Team** tab for the account, and click **Add Team Member**. Each member gets a role: Admin, Editor, Read only, or Billing Admin. If you want someone to manage your subscription without full ownership, give them the **Billing Admin** role (only the account owner can grant it). {% content-ref url="/pages/SCh3PImCmAf8vxP6lHjK" %} [Adding Team Members](/tutorials/adding-team-members.md) {% endcontent-ref %} ### I'm having trouble logging in If you installed Zigpoll through Shopify, open it from your Shopify admin under **Apps → Zigpoll**, or use **Log in with Shopify** on the login page. A Shopify install has no Zigpoll password, so logging in or resetting a password with your email won't find it. If you're using Zigpoll outside of Shopify, log in the same way you signed up: with your email and password, or with **Log in with Google**. {% content-ref url="/pages/-LeDRINN-wXXKCjtGtdV" %} [Log In](/shopify-app/log-in.md) {% endcontent-ref %} ### How do I manage my email notifications? You can control notification frequency and recipients from your account settings or on a per-survey basis. You can turn off individual survey notifications, weekly recaps, or redirect notifications to a different email address. {% content-ref url="/pages/ljLwSLM9xSbQ4eqNVoN6" %} [Notifications](/notifications.md) {% endcontent-ref %} {% hint style="info" %} Have a billing question not covered here? Contact us at and we'll get it resolved. {% endhint %} --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.zigpoll.com/faq/billing-accounts-and-plans.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.