How to Change, Cancel, Reactivate or Delete Your ActivTrak Account

Help Center Team

June 25, 2024 19:42

ActivTrak offers various subscription plans, add-ons and Support plans. If you have decided to change, cancel, reactivate or delete your ActivTrak account, read this guide to learn how to make your desired adjustments.

Note: This guide applies only to account plans that were purchased directly from ActivTrak. If you purchased your ActivTrak plan from a reseller, you must reach out to your reseller 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.

What do you wish to do?

Add licenses to a paid plan
Decrease licenses on a paid plan
Upgrade a plan
Downgrade a plan
Purchase add-ons
Remove add-ons
Change a Support plan
Cancel a paid plan and downgrade to a free plan
Reactivate a paid subscription
Delete your account
Delete your account (to add your email to another account)

How to add licenses to a paid plan

The fastest way to add licenses to your account is by using our self-service cart feature inside the ActivTrak app.

Note: Only users with Admin permissions have access to the in-app cart.

To start, click the ‘Add Licenses’ button in the upper right corner of ActivTrak, as shown below.

To add users, navigate to the green “Add users” module on the left. Then enter the number of additional users you wish to add to your account in the box below “Additional users”, as shown below.

The additional charge per month will automatically display to the left.

Note: From this screen, Essentials plans can also upgrade all existing licenses (learn more here) or add more licenses AND upgrade all existing and new licenses. To upgrade and keep your total license count the same, simply type 0 in the Professional box.

Notes:

The cart automatically prorates new licenses so that all licenses are on the same term, as well as prorating any per-user per month costs associated with your account’s existing add-ons (ex: ActivConnect).
The cart will automatically factor in existing discounts, if applicable.
If you are unable to pay with a credit card or if you experience any errors completing your cart transaction, please email renewals@activtrak.com for assistance.

How to decrease licenses on a paid plan

Per ActivTrak's MSA, license reductions are only allowed upon subscription contract renewal. To decrease your license count, email us at renewals@activtrak.com at least 30 days before your plan’s renewal date. Please specify the desired number of licenses for the upcoming term.

Note: Because license reductions are not permitted during an active contract, refunds will not be issued.

How to upgrade a plan

The fastest way to upgrade your Free trial, Free, Legacy Advanced or Essentials account to a Professional account is by using our self-service cart feature inside the ActivTrak app (instructions below). Note: Only users with Admin permissions have access to the in-app cart.

To upgrade to an Enterprise plan, please request a quote here.

Upgrading to a Professional plan via the cart:

The cart can be accessed from the ‘Add Licenses’ button in the upper right corner of ActivTrak, as shown below.

An Essentials plan can either add more licenses, upgrade all existing licenses or add more licenses AND upgrade all existing and new licenses. To upgrade and keep your total license count the same, simply type 0 in the Professional box:

Then click the ‘Continue to purchase plan’ button, as shown below:

If you already have a paid account and experience any of the following issues, please reach out to renewals@activtrak.com:

You are unable to pay with a credit card
You've experienced any errors completing your cart transaction
You want to upgrade a legacy Advanced plan

How to downgrade a plan

Per ActivTrak's MSA, plan downgrades are only allowed upon contract renewal. To downgrade a paid plan, email us at renewals@activtrak.com at least 30 days before your plan’s renewal date. Please specify the desired plan type for your upcoming term.

Note: Because downgrades are not permitted during an active contract, refunds will not be issued.

How to purchase add-ons for your account

Add-ons are only available with paid plans and are billed on a per-user basis. Add-ons will be applied to each user on your account, and cannot be added to select users. Additionally, Add-ons prorate to co-term with the dates on the base subscription plan.

To purchase ActivConnect, our set of API connectors and tools, contact us.
To purchase Screen Details to meet your compliance and data protection needs, purchase in the in-app cart by clicking the 'Add' button in the 'ADD-ONS' box (as shown below) or contact us.

Image 2-19-24 at 11.16 AM.jpeg

The in-app cart Screen Details purchase option

To purchase Data History to extend your data history limits, contact us.

How to remove add-ons from your account

Per ActivTrak's MSA, add-on removals are only allowed upon contract renewal. To remove an add-on, email us at renewals@activtrak.com at least 30 days before your plan’s renewal date.

Note: Because add-on removal is not permitted during an active contract, refunds will not be issued.

How to change a Support plan

For details about ActivTrak’s Support plan options, click here. If you’re interested in changing your Support plan, reach out to sales@activtrak.com.

How to cancel a paid subscription and downgrade to free plan

If you would like to cancel your paid ActivTrak plan and downgrade to a free plan, please submit the Cancellation Request Form at least 30 days before your plan’s renewal date. Your renewal date is the same as your contract end date and can be located in a previous invoice or provided to you by emailing renewals@activtrak.com. After submitting your cancelation request form, you will receive an email confirmation.

Note: Per ActivTrak's MSA, plan cancellations are not permitted during an active contract and thus refunds will not be issued.

Once your contract term ends, your paid plan account will automatically convert to a free account with limitations. See free plan details here.

Important considerations to keep in mind when downgrading from a paid plan to a free plan:

Accounts with past-due balances cannot be downgraded to a free account. Please contact billing@activtrak.com to resolve your account balance.
Free accounts are unable to export data and are limited to 30 days of data history.
Free plans are limited to 3 user licenses and 3GB of data. Once either of those limits is exceeded, the account will no longer display data and you must delete data and/or users to bring the account to a working state or upgrade your account to a paid plan.

Essential steps to take before downgrading to a free plan:

To ensure a smooth transition from your paid plan to a free plan, and to avoid interruption of service, we recommend taking the following steps before your paid plan term ends.

Uninstall Agents from devices you no longer wish to track
Add all but 3 users to the Do Not Track list
Delete any screenshots in the account
Export any data you wish to retain

If you wish to delete your ActivTrak account entirely instead of downgrading to a free plan, please click here.

Note: Cancellation requests can be submitted early and go into effect at the end of the paid plan term. However, deletion requests begin processing immediately and the process is completed within 30 days. Therefore, deletion requests will be rejected if they are submitted during an active paid plan term. An account Administrator can delete data from the account, but the account itself cannot be deleted during an active contract.

How to reactivate an ActivTrak paid subscription

If you wish to reactivate your paid ActivTrak subscription, you can use the cart and follow these steps. If the upgrade option is not available for you, please reach out to renewals@activtrak.com for assistance.

How to delete your ActivTrak Account

Note: Account deletions are irreversible, and refunds for unused months in your term cannot be provided. Due to these limitations, we do not accept account deletion requests until after your paid plan term ends. A deletion request submitted before the paid plan term ends will be rejected, requiring you to resubmit the request after the plan automatically downgrades to a free account. An account Administrator can delete data from the account, but the account itself cannot be deleted during an active contract.

To delete your free account entirely, open this form, then select 'Data Deletion' under the request type. Complete the form fields and click the blue ‘Submit’ button. This will submit your request and ensure your deletion aligns with compliance regulations and your expectations. Per ActivTrak's Privacy Policy, deletion requests may take up to 30 days to process completely. You will receive an email when the account deletion process is complete.

Essential steps to take before deleting your account:

Uninstall ActivTrak Agents from all devices. (Note: The second option in the guide saves time by deleting data in the same step).
Delete any users you may have invited under Settings > Access > App Access. (Note: If there is another Admin left within your ActivTrak account, they will have the ability to reverse an account deletion request).
Disable the Weekly Digest Email under Settings > Access > Weekly Digest, if applicable.
Disable all Alarms in Alarms > Configuration.

Once an account is scheduled for deletion, a message similar to the following will appear at the top of your ActivTrak account:

How to delete your ActivTrak account (to add your email to another account)

Login email addresses are required to be unique to one account. If you inadvertently created a free or trial account and need it deleted to add your email address to a paid account, simply contact support@activtrak.com for assistance. Ensure the request is sent from the email address listed as the Administrator of the free or trial account.