Your plan sets how much feedback you can collect each month and how many people can sign in to Simplesat. Surveys and the team members who receive feedback are unlimited on every plan, so the price follows your response volume. You'll find your current plan, your usage against it, and your renewal date on Admin → Usage.

Standard, Pro, and Elite have set prices, and Enterprise is quoted for each workspace.

Annual billing charges for the full year up front and works out at roughly a month free, or you can pay monthly on any paid plan.

There's no free plan. New workspaces start on a 14-day trial with Elite-level features and no credit card, and the trial ends on its own date unless you subscribe. If you need an extension, contact us.

Your plan decides which features are switched on, not just the numbers.

Every other integration, the API, and webhooks are included on every plan at no extra cost, along with two-factor authentication and sign-in with Google and Microsoft. The brands in your plan are included the same way, with no per-brand fee on top.

Account users are the people who sign in to Simplesat to build surveys, read feedback, and run reports, and every one of them counts toward the allowance whatever their role.

Team members are the agents and technicians whose work gets rated. They see feedback inside your helpdesk without a Simplesat login, so they're unlimited on every plan and they cost nothing.

A response is one customer answering one survey. Follow-up questions inside the same response don't add to the count, so a rating plus three follow-up answers is one response, not four. With one-click email surveys the first click is what counts, and previews and internal tests don't count at all.

Brands, custom dashboards, and feedback widgets are capped per plan as well. On Admin → Usage you'll find:

The allowance resets every month, on the same date your billing period started. A plan that started on the 11th resets on the 11th, and that holds on an annual plan too, where the payment is yearly and the allowance is monthly. Admin → Usage names the exact reset date and counts down the days to it.

As the allowance fills, we email every Owner and Admin twice, once at 75% (You're nearing your feedback limit) and once when it's used up (You've reached your feedback limit).

Once you pass the allowance, your surveys keep sending and your customers keep answering. The responses above it are held until the allowance resets, and they land in your workspace in full when it does.

There's no one-off top-up. If you're going to run out most months, you can move up to the next plan, or move up and pay monthly if you'd rather not commit to a year.

Withheld feedback is feedback we've collected but are holding back from your workspace. Nothing is deleted, and all of it is released once your subscription is back in good standing.

We withhold feedback in four situations:

While feedback is being withheld:

None of this touches the feedback already in your workspace. Withholding only ever applies to new feedback as it arrives, so your history stays complete and exportable even after a subscription ends.

Feedback withheld for going over the allowance comes back on its own when the allowance resets, up to the new period's allowance. You don't have to upgrade, and there's nothing to click.

If you'd rather not wait, upgrading releases as much of it as the extra allowance covers. For example, moving from Standard to Pro adds 2,000 responses, so up to 2,000 held responses come back.

When a lapsed subscription is the reason, everything held is released in full as soon as the subscription is active again. If the banner and the feedback list haven't caught up, refresh the page.

Plan changes are self-serve while your subscription is active.

The change applies right away, and the difference is prorated automatically in both directions:

A few changes aren't self-serve, and all of them are quick to ask for:

Your surveys keep running. We keep sending them, your customers keep answering, and every response is saved, so there's no need to pause your automations or switch off an integration while you sort out a payment.

What changes is that new feedback is withheld until the subscription is active again, and your integrations don't fire for those responses while they're held. Your existing feedback, surveys, customers, and users all stay exactly as they are. Ending a subscription also stops ongoing email surveys from sending and archives your custom dashboards, which is worth knowing if you're planning a gap.

Surveys that were never sent during an inactive stretch aren't sent retroactively. To fill the gap, you can import the missing responses from a CSV, or run a one-off send to the customers concerned.

Subscriptions renew automatically, so a subscription only stays in one of these states until the payment goes through. An invoice that's never paid moves the subscription from past due to canceled, and new feedback keeps being withheld until you subscribe again.

You'll find your renewal date on Admin → Usage and on Admin → Billing. If you pay annually, a renewal notice goes to your billing email about 45 days before that date. Monthly subscriptions renew without a notice, so if the charge needs an approval on your side, put the date somewhere you'll see it.

Nonprofits get 10% off on any plan, and eligible startups get 6 months free. Contact us, tell us which one you are, and we'll apply it.

Beyond those two, pricing is what the pricing page says. If the numbers don't fit how you actually use Simplesat, ask us for a plan review, and we'll look at your real volume and recommend the cheapest setup that covers it. Sometimes that's a smaller plan than the one you're on.

When you choose a plan, Simplesat checks your current brands, custom dashboards, account users, and feedback widgets against that plan's limits. If any of them is over, the change stops with Your organization currently exceeds the feature usage limits for the desired plan, followed by the item, your current usage, and the new limit.

We set up a starter dashboard during onboarding so a new workspace has something to explore. Standard includes no custom dashboards, so on Standard that starter dashboard is usually what's blocking the change.

To clear it, open the dashboard, select the three-dot menu at the top right, and choose Archive dashboard. Then pick your plan again. If the dashboard is already locked behind an expired subscription, you'll find the same Archive dashboard button on the locked dashboard screen.

Archiving is enough on its own, because the check counts active dashboards only. You can restore an archived dashboard whenever you like, so you never need to delete one.

Response volume isn't checked, so being over the new plan's monthly allowance won't block a downgrade. It does mean feedback gets withheld sooner afterward.

The Usage page hides any allowance your plan doesn't include, so on Standard you won't see a custom dashboards line even when a custom dashboard is the thing blocking the change. Work from the item the error message names, and archive that one.

Check the plan status on Admin → Billing first. If it reads as a paid, active plan, then the banner is wrong and you can ignore it. Contact us and we'll clear it.

If the status is anything other than active, that's the cause, and a past due invoice withholds feedback whatever your usage looks like.

The allowance is only one of the reasons feedback gets held. A past due, canceled, or expired subscription withholds new feedback on its own, no matter how far under the allowance you are. Compare the plan status on Admin → Billing with the usage bar on Admin → Usage before assuming it's volume.

If both look healthy, contact us and we'll check the payment record and the response count behind your workspace.

Withheld responses are excluded from reports, so a stretch of withheld feedback reads as a flat line or No data to display for those dates. Check the plan status before you start looking at your integrations. Once the feedback is released, those dates fill back in.

Hover over a red Failed label in Email activity to see the reason: Email failed to send. Check if the survey is archived or closed, or if your subscription is active. Work through those causes in the order they're listed, starting with an archived or closed survey, which is the quickest to rule out.

On a trial, the daily cap of 50 survey emails produces the same label. Once you subscribe, use Send another batch on the survey to send those again.

The Billing page is visible to the workspace Owner and to users with the Billing role. You'll find your plan, billing frequency, renewal date, and usage on Admin → Usage, which is open to anyone who can reach your workspace settings.

No. Every workspace starts with a 14-day trial, and from there you pick Standard, Pro, Elite, or Enterprise.

No. You can pay monthly on Standard, Pro, or Elite, and you can change or cancel at any time. The lower per-month figure on the pricing page is the annual rate, which charges for the year up front and saves you about a month.

No. Team members, the agents who receive feedback, are unlimited on every plan. What your plan counts is account users, meaning people with a Simplesat login, plus your monthly responses.

One customer answering one survey. Follow-up answers in the same response don't add to the count, and previews and internal tests aren't counted.

No. Moving up a plan is how you raise the allowance, and if you only need the room for a while, you can pay monthly at the higher plan rather than committing to a year.

On the same date of the month your billing period started, not on the first of the calendar month. Annual plans reset monthly too, and you'll find the exact date on Admin → Usage.

No. Responses above the allowance are held rather than dropped, and they appear in full when the allowance resets or when you upgrade.

It stays. Your surveys, your customers, and every response you've already collected stay in the workspace, and you can still export them. Only the new feedback that arrives while the subscription is inactive is held.

Yes, 10% off on any plan, and eligible startups get 6 months free. Contact us and we'll set it up.

Pro. Custom dashboards start at 5 on Pro and 10 on Elite, and question visibility rules are on Pro and above. Custom topics and user activity logs start on Elite, and custom roles are on Enterprise.

No. There's no migration or setup fee. You can import your historical feedback from a CSV, scores and comments included, and if it's a complicated one, we'll help.

Your invoice shows $0 and is marked as billed via the partner, because the charge sits on their account instead of yours. Canceling works the same way it does for anyone else, with one extra step, which is that the partner's subscription has to be ended too, or they keep being charged for you. Contact us either way and we'll make sure both are handled.

Admin → Usage names your plan and your billing frequency, and shows how much of each allowance you've used. You don't need billing access to see it.