Subscription Cancellation Policy
To ensure your access to paid features is never interrupted, paid plans are subscriptions that auto-renew by default. You can cancel auto-renew at any time to downgrade your subscription at the end of your paid time.
Canceling auto-renew prevents your payment method from being charged at your next billing date, or if you pay by invoice, prevents your next invoice from being issued. Your current subscription (the time you already paid for) isn't affected, so you'll continue to be able to access and benefit from paid features until the plan downgrades on your next billing date.
If you're located in the European Union and upgraded a new account within the past 14 days, you may also want to review our European Union Subscription Cancellation Policy.
Canceling Auto-Renew
Follow the steps below to cancel your subscription if you have your own plan or if you're the Primary Admin of a team.
To cancel auto-renew:
- Review the below info on Special Cancellation Cases in case they refer to you.
- Log in to your SurveyMonkey account.
- Click your username in the upper-right corner and select My Account.
- Click the Billing Details tab.
- Under the Billing Profile section, go to Auto-renew.
- Click the link next to the auto-renew setting to cancel auto-renew and follow the steps. Make sure to review the cancellation terms and date your account will downgrade.
Switch to Invoicing Pay by Invoice to get an invoice to pay for your renewal instead of being charged automatically on your next billing date.
What happens when I downgrade?
When your plan downgrades, your plan type changes to Basic (our free plan). If you're canceling a team, all accounts will downgrade and the team will be dissolved.
Special Cancellation Cases
Outstanding Invoices
If you currently have an unpaid invoice, you won't see the option to cancel auto-renew. Please contact us to cancel your account.
Sales-Assisted Accounts
If you worked with our sales team to set up your account, please contact us to cancel your account.
HIPAA-Enabled Accounts
If you cancel a HIPAA-enabled account, we'll place your account into a suspended state at the end of your billing cycle. We'll retain the account for the period of time stated in the BAA to provide you with an opportunity to renew it. At the end of the suspension period, we'll close the account and delete all data in it.
iOS App Accounts
If you purchased a SurveyMonkey plan through the SurveyMonkey mobile app for iOS, billing is managed by Apple instead of SurveyMonkey. You'll need to cancel your subscription on their platform instead of in SurveyMonkey.
Deleting an Account
Deleting an account is permanent. Once an account is deleted, it can't be restored.
You can delete your own account, as long as you're not on a team. When you delete your account or an account in your team, the account is disabled immediately. You won’t be able to log in or access its content, invoices, or payment history. All data will be permanently removed from our system within 90 days.
We are currently updating the way you log in to your account. Choose the option below that best applies to you.
I log in with the new login process, Google, Facebook, LinkedIn, or Microsoft
- Log in to your SurveyMonkey account on a desktop or laptop.
- Click your email address or username in the upper-right corner and select My Account.
- Scroll to the bottom of the page and click Permanently delete account.
- After reviewing the information, select all checkboxes and select Next to request a code to confirm account deletion.
- Check your email inbox for code. Enter code and select Delete account.
I log in with my username, and have not switched to the new login process
- Log in to your SurveyMonkey account on a desktop or laptop.
- Click your username in the upper-right corner and select My Account.
- Scroll to the bottom of the page and click Permanently delete account.
- After reviewing the information, click all checkboxes and enter your password.
- Click Yes, delete this account to confirm.
If you're looking to exercise your right to be forgotten or to make a data deletion request under privacy laws, review our request process.
Troubleshooting Tips
I haven’t changed over to the new login process, and don’t know my password to delete my account
If you don't know your password, you’ll need to create a new one before you can delete your account. Log out and reset your password. We’ll send a reset link to the email address on file for the account so you can create a password to use when deleting the account.
I have multiple accounts using the same email address
Accounts can only be canceled or deleted individually. If you have multiple SurveyMonkey accounts with the same email address, canceling or deleting one won't affect the others.
If you delete a SurveyMonkey account linked to your Contribute or Rewards account, those will be deleted at the same time.
I can't click the confirmation button
The Yes, Delete This Account button will be disabled until you click all the checkboxes and enter your password.
I need to delete my account using the SurveyMonkey app on iOS
You can delete your account from your My Account Page on iOS.
Refunds
We don't automatically refund you for any remaining time when you cancel a subscription or delete an account.
In most cases, canceling auto-renew before the end of your subscription means you'll have access to paid features until the end of your subscription term. If you only need a paid plan for a short amount of time, we offer a monthly plan. In accordance with our terms of services, when you cancel your subscription, previous charges won't be refunded unless legally required. Consumers in the European Union have refund rights described in our European Union Subscription Cancellation Policy. If you're located in another region where we're legally required to issue a refund on an early cancellation, or you have any questions about cancellations or refunds, please contact us.
If you delete your individual account, you'll lose access to paid time left in your plan. During the deletion process, you're asked to explicitly agree to forfeit the remaining time in your current paid subscription and acknowledge that you won't be refunded for this unused time.
If you delete an account on your team, you won't lose access to paid time left for their seat. Instead, their seat becomes available, and you can invite another person to the team at no additional cost.
Inactive Accounts
If you haven't logged into your free SurveyMonkey or SurveyMonkey Contribute account for more than 3 years we consider the account inactive and it will be permanently deleted.
Log in to your account to maintain access—you may need to reset your password after a long period of inactivity.
