Make Changes to Your ActivTrak Package

Use this guide to add licenses, upgrade, downgrade, cancel, or make other changes to your ActivTrak package. For details on available packages and pricing, see ActivTrak Product Packages and ActivTrak Support Plans.

Note: This guide applies only to accounts purchased directly from ActivTrak. If you bought your ActivTrak package from one of our partners, you must reach out to their sales team to assist with making changes to your account. If you are a reseller looking to modify one of your accounts, please contact us at partners@activtrak.com.

Need a custom setup or enterprise plan? Multi-year and volume discounts are available. Schedule a consultation with our enterprise solutions team.

Contents

• What kind of change do you need?
• Self-service cart
  • Add licenses
  • Upgrade your package
  • Purchase Add-ons
  • Reactivate a paid account
• Changes that take effect at renewal
  • Decrease licenses
  • Downgrade your package
  • Remove an Add-on
  • Cancel and downgrade to the free account
• Delete your account
  • Delete your account to free up your email address
• Frequently Asked Questions
• Learn more

What kind of change do you need?

Some changes can be made immediately using the self-service cart. Others take effect at renewal and require contacting our team.

Self-service cart

Click the Add Licenses button in the upper right corner of ActivTrak to open the cart.

Note: Only App users with Admin permissions have access to the self-service cart feature.

Add licenses

The fastest way to add licenses to your account is to use our self-service cart feature in the ActivTrak App. This method preserves your current package and prorates new licenses to co-term with your existing contract.

1. On the Pick Your Plan page, find the Monthly Cost card.
2. Enter the number of additional workers you would like to add to your current package. You will see both the current license count, the additional licenses being added, and the new total of licenses.
3. The additional monthly and annual charges are calculated automatically.
4. Click Proceed to payment.

5. On the Billing & Payment page, verify or update your billing info and click Proceed to checkout.
6. On the Review & Check Out page, review and finalize your purchase.

Notes:

• Any per-worker add-on costs (like ActivConnect API (Add-on)) are prorated automatically.
• Existing discounts apply automatically and appear in the Monthly Cost card.
• If you're unable to pay by credit card or run into a cart error, email renewals@activtrak.com.

Upgrade your package

You can upgrade your ActivTrak package using the self-service cart.

1. On the Pick Your Plan page, find the package to which you would like to upgrade.
2. Click the Upgrade button. It will become a Remove button once the package has been selected.
3. Optional: You may add additional licenses to your package at this time by entering the number in the Workers field.
4. The additional monthly and annual charges are calculated automatically in the Monthly Cost card.
5. Click Proceed to payment.

6. On the Billing & Payment page, verify or update your billing info and click Proceed to checkout.
7. On the Review & Check Out page, review and finalize your purchase.

Notes:

• Any per-worker add-on costs (like ActivConnect API (Add-on)) are prorated automatically.
• Existing discounts apply automatically and appear in the Monthly Cost card.
• If you're unable to pay by credit card or run into a cart error, email renewals@activtrak.com.

Purchase Add-ons

Add-ons are available with paid accounts and priced per worker per month (w/m), except for the HRIS Integration, which is a flat annual fee. They apply to all worker on your account and can't be added to select workers only. Add-ons are prorated to co-term with your package.

*Advanced reporting features in HRIS Integration require Workforce Management, Productivity Optimization, or the Workforce Management + Productivity Optimization Bundle.

Purchase Screen Details

1. On the Pick Your Plan page, find the Add-on card.
2. Click the Add to cart button. It will become a Remove button once the add-on has been selected.
3. Optional: You may add additional licenses to your package at this time by entering the number in the Workers field.
4. The additional monthly and annual charges are calculated automatically in the Monthly Cost card.
5. Click Proceed to payment.

6. On the Billing & Payment page, verify or update your billing info and click Proceed to checkout.
7. On the Review & Check Out page, review and finalize your purchase.

Notes:

• Screen Details is not available with the Productivity Optimization package. It is available with the other packages and the Workforce Management + Productivity Optimization Bundle.
• Any per-worker add-on costs are prorated automatically.
• Existing discounts apply automatically and appear in the Monthly Cost card.
• If you're unable to pay by credit card or run into a cart error, email renewals@activtrak.com.

Reactivate a paid account

If your paid account has lapsed, use the cart's upgrade flow to reactivate it. If the upgrade option isn't available for you, please reach out to renewals@activtrak.com for help.

Changes that take effect at renewal

Per ActivTrak's Master Subscription Agreement (MSA), the following changes are only permitted at contract renewal. Submit requests at least 30 days before your renewal date. Changes take effect at the start of your next term, and refunds are not issued for the remaining time in your current contract.

Note: To find your renewal date, check a previous invoice or email renewals@activtrak.com.

Decrease licenses

Email renewals@activtrak.com at least 30 days before your renewal date. Include the number of licenses you want for the upcoming term.

Note: Refunds are not issued for mid-term license reductions.

Downgrade your package

Email renewals@activtrak.com at least 30 days before your renewal date. Specify the package you want for the upcoming term.

Note: Refunds are not issued for mid-term downgrades.

Remove an Add-on

Email renewals@activtrak.com at least 30 days before your renewal date. Specify which add-on(s) you want removed.

Note: Refunds are not issued for mid-term add-on removals.

Cancel and downgrade to a free account

Canceling your paid account downgrades your account to a free account at the end of your contract term — your data and settings are not deleted. If you want to remove your account entirely, see Delete your account below.

To cancel:

1. Submit the Cancellation Request Form at least 30 days before your renewal date.
2. You'll receive an email confirmation after submitting.

Note: Per ActivTrak's Master Subscription Agreement (MSA), account cancellations are not permitted during an active contract; refunds will not be issued.

Free account limits to be aware of:

• 3 worker licenses and 3 GB of data
• 30 days of data history
• No data export

Steps to take before your paid account ends:

To avoid service interruption after downgrading, complete these steps before your contract end date.

1. Uninstall Agents from any devices you no longer want to track
2. Add all but 3 workers to the Do Not Track list
3. Delete screenshots to stay within the 3 GB data limit
4. Export any data you want to retain

Note: Accounts with past-due balances can't be downgraded. Contact billing@activtrak.com to resolve any outstanding balance first.

Delete your account

Deleting your account is permanent and cannot be undone. Deletion requests are only accepted after your paid account has ended, and your account has converted to a free account — requests submitted during an active contract will be rejected.

Note: An account Admin can delete data from within the account at any time, but the account itself can't be deleted while a contract is active.

To delete your account:

1. Open the Account Deletion Request Form and select Data Erasure Request.
2. Complete all fields and click Submit.

Per ActivTrak's Privacy Policy, deletion requests may take up to 30 days to process. You'll receive an email when it's complete.

Once a deletion request is submitted, a confirmation banner will appear at the top of your ActivTrak account:

Steps to take before deleting:

1. Uninstall ActivTrak agents from all devices
2. Delete any workers you've invited under Settings > Access > App Access
3. Disable the Weekly Digest Email under Settings > Access > Weekly Digest
4. Disable all alarms under Notifications > Compliance Alarms > Alarm Configuration

Note: If another Admin exists on the account, they can reverse a deletion request.

Delete your account to free up your email address

Login email addresses must be unique to one account. If you accidentally created a free or trial account and need that email freed up to use on a different account, email support@activtrak.com. Send the request from the email address listed as the Administrator on the account you want deleted.

Frequently Asked Questions

How does the free trial work?

A free trial gives you access to the full version of the Professional plan for 14 days. As a trial user, you get to explore all the exclusive insights and analytics available in ActivTrak, and experience the value we provide to you as a customer. Trial plans are automatically downgraded to a Free plan at the conclusion of the trial period. Free plans are restricted to 3 users and have limited application functionality.

What's included in each of the support packages?

ActivTrak offers three US-based Support Plan tiers to suit a wide range of needs: Digital Support, Premier Support and Signature Support. For a description of what's included in each tier, visit ActivTrak Support.

How do I purchase support packages?

You can purchase Support Plans or custom professional services by contacting our sales team.

How do I get API access to my account data?

ActivConnect API is a set of API connectors and tools that enable access to your ActivTrak data in hundreds of external applications. The ActivConnect API Add-on includes a cloud-based SQL query interface, API compatibility with business and analytic software, BI starter templates for Microsoft Power BI, Tableau, Google Looker Studio, and more.

To purchase ActivConnect, please contact Sales via email at sales@activtrak.com or use the Chat icon below to connect with our team immediately.

How do I get additional data history?

Accounts with a paid plan can extend their total data history to increments of one year up to a maximum of three years to enable longer-term comparison and data trend analysis. Data History (Add-on) is available and can be purchased by contacting us.

How do I purchase Screenshots and detailed activity data?

Screen Details (Add-on) unlocks access to granular work activity data such as Screenshots, Screen views, Title Bars, Full URLs, and the ability to set Alarms and block websites.

To purchase, Admins can add Screen Details to their paid plan within the ActivTrak app, via sales@activtrak.com.

How can I upgrade my plan?

Admins can upgrade their plan in the ActivTrak App or through our Sales team. For more details, please contact Sales via email at sales@activtrak.com or use the Chat icon below to connect with our team immediately.

What happens if I exceed the number of licenses purchased?

If you exceed the allotted number of users on your account, we will notify you via email and dashboard prompts so you can take immediate action. You will receive a 14-day grace period to purchase additional licenses or make adjustments to bring the user count within the allocated limit.

Beyond the 14-day period, you will not see any data in your reports until the user count is brought back within the allowed limits of your plan.

Do you offer monthly payment plans on all of your packages?

We currently only offer annual plans. If you would like to know more or explore other options, please contact Sales via email at sales@activtrak.com.

Do I have to sign a long-term contract? How do I cancel/delete my account?

All ActivTrak plans are billed on an annual contract basis. We also offer exclusive discounts for multi-year contracts. Email sales@activtrak.com to inquire about custom quotes, pricing or invoicing questions.

To cancel/delete your account (free & paid), please review this section for more detail.

How do I know my data is secure?

ActivTrak is a certified SOC 2 Type 2 compliant platform. Your data is stored in highly secure data centers on state-of-the-art computer servers protected by 24-hour surveillance. Our product and infrastructure is updated regularly with the latest security patches. Our network is protected by a firewall and all ActivTrak plans include SSL encryption to keep your data safe. For more details on our security and privacy practices, check out: We're serious about data privacy and security.

Learn more

• ActivTrak Cancellation Request Form
• ActivTrak Account Deletion Request Form
• https://www.activtrak.com/contact/