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Account & Billing Help Guides - SmartSurvey Knowledge Base
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//]]> </script> <section> <div class="ss-top-bar"> <div class="row"> <div class="column"> <div class="top-bar"> <div class="top-bar-title "> <a href="/"><img src="/img/smartsurvey-logo.svg" alt="SmartSurvey Logo" width="180" /></a> <span style="float: right; margin-top: 0.3rem;" data-responsive-toggle="responsive-menu" data-hide-for="medium"> <button class="menu-icon dark" type="button" data-toggle></button> </span> </div> <div id="responsive-menu"> <div class="top-bar-left"> <ul class="dropdown menu" data-dropdown-menu> <li> <a target="_blank" href="https://www.smartsurvey.co.uk/">SmartSurvey Homepage</a> </li> <li> <a target="_blank" href="https://app.smartsurvey.co.uk/c/support/new">Submit a Ticket</a> </li> <li><a target="_blank" href="https://www.smartsurvey.co.uk/contact">Contact Us</a></li> </ul> </div> <div class="top-bar-right hide"> <ul class="menu"> <li> <input type="search" placeholder="Search" /> </li> <li> <button type="button" class="button">Search</button> </li> </ul> </div> </div> </div> </div> </div> </div> </section> <section class="pale-background"> <div class="ss-search-box listing text-center"> <div class="row"> <div class="medium-12 columns"> <div class="row align-center"> <div class="medium-8 column"> <div class="ss-search-box-field"> <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 512 512"><path d="M400 208A192 192 0 1 0 16 208a192 192 0 1 0 384 0zM349.3 360.6C312.2 395 262.6 416 208 416C93.1 416 0 322.9 0 208S93.1 0 208 0S416 93.1 416 208c0 54.6-21 104.2-55.4 141.3l149 149c3.1 3.1 3.1 8.2 0 11.3s-8.2 3.1-11.3 0l-149-149z"/></svg> <input name="ctl00$cphContent$NavCategories1$txtSearch" type="text" id="cphContent_NavCategories1_txtSearch" class="searchAutoComplete" placeholder="Search SmartSurvey Help" aria-label="Search SmartSurvey Help" /> </div> </div> </div> </div> </div> <div class="ss-category-nav"> <div class="row small-up-4 medium-up-4 text-center"> <div class="column"><a href="/categories/design-and-manage" >Design & Manage</a></div><div class="column"><a href="/categories/send-and-collect" >Send & Collect</a></div><div class="column"><a href="/categories/analyse-results" >Analyse Results</a></div><div class="column"><a href="/categories/account-and-billing" class="active">Account & Billing</a></div> </div> </div> </div> </section> <section> <div class="row ss-page"> <div class="small-12 medium-3 large-3 columns ss-nav-col"> <ul class="menu vertical ss-right-nav sortable sortable-categories" data-responsive-menu="dropdown"> <li class="show-for-small-only note"> <a href="/"><img src="/img/left-arrow.png" alt="" />Back to menu</a> </li> <li data-id="18"><a class="ss-category-link active" href="#" data-desc="If you have any queries about creating or managing a SmartSurvey account, then have a look at the topics on this page. If you can’t find what you’re looking for, then contact our team for assistance." data-path="managing-your-account">Managing Your Account</a></li><li data-id="36"><a class="ss-category-link" href="#" data-desc="If you have queries about billing, parked responses, or other things related to payment, you’ll find useful information in these topics." data-path="payments-and-charges">Plans, Payments, and Charges</a></li><li data-id="19"><a class="ss-category-link" href="#" data-desc="" data-path="managing-surveys">Managing Surveys</a></li><li data-id="34"><a class="ss-category-link" href="#" data-desc="Business and Enterprise accounts can have multiple users on the account. These guides will show you how to add, remove manage your users so they can work with your SmartSurvey account in the right way for you." data-path="user-management">User Management</a></li><li data-id="35"><a class="ss-category-link" href="#" data-desc="New to SmartSurvey? These topics will explain our signup process and the basics around accounts and subscriptions." data-path="signing-up">Signing Up</a></li><li data-id="37"><a class="ss-category-link" href="#" data-desc="" data-path="login-and-password">Login and Password</a></li><li data-id="42"><a class="ss-category-link" href="#" data-desc="Need help? The guide below will show you how to raise a support ticket to get help from our dedicated support team." data-path="support">Support</a></li><li data-id="48"><a class="ss-category-link" href="#" data-desc="SSO (Single Sign On) is an option on our Enterprise Plus accounts to support the use of SmartSurvey across your organisation. " data-path="sso">SSO (Single Sign On)</a></li> </ul> </div> <div class="small-12 medium-9 large-9 columns ss-page-content"> <section> <h1>Managing Your Account</h1> <p class="lead">If you have any queries about creating or managing a SmartSurvey account, then have a look at the topics on this page. If you can’t find what you’re looking for, then contact our team for assistance.</p> <ul class="ss-help-listing sortable sortable-questions" style="display: none"> <li class="show-for-small-only note"> <a class="show-menu" href="#"><img src="/img/left-arrow.png" alt="Back to menu" />Back to menu</a> </li> <li class="ss-category-li" data-category-id="34" data-id="141"><a href="/article/copying-themes-to-user-accounts">Copying or Transferring Themes to User Accounts</a> </li><li class="ss-category-li" data-category-id="34" data-id="142"><a href="/article/copying-contact-lists-to-user-accounts">Copying Contact Lists to User Accounts</a> </li><li class="ss-category-li" data-category-id="34" data-id="143"><a href="/article/transferring-surveys-to-user-accounts">Transferring or Copying Surveys to User Accounts</a> </li><li class="ss-category-li" data-category-id="34" data-id="144"><a href="/article/setting-up-survey-permissions-for-users">Setting Up Survey Permissions for Users</a> </li><li class="ss-category-li" data-category-id="34" data-id="145"><a href="/article/adding-user-accounts">Adding User Accounts</a> </li><li class="ss-category-li" data-category-id="34" data-id="146"><a href="/article/editing-user-accounts">Editing User Accounts</a> </li><li class="ss-category-li" data-category-id="34" data-id="147"><a href="/article/logging-into-user-accounts">Logging into User Accounts</a> </li><li class="ss-category-li" data-category-id="34" data-id="148"><a href="/article/amending-response-allowances-for-users">Amending Response Allowances for Users</a> </li><li class="ss-category-li" data-category-id="34" data-id="149"><a href="/article/increasing-user-allowance">Increasing Your Account's User Allowance</a> </li><li class="ss-category-li" data-category-id="34" data-id="210"><a href="/article/password-policies">Password Policies</a> </li><li class="ss-category-li" data-category-id="34" data-id="211"><a href="/article/two-factor-authentication">Two-Factor Authentication</a> </li><li class="ss-category-li" data-category-id="34" data-id="219"><a href="/article/restricting-account-access-by-ip-address">Restricting account access by IP address</a> </li><li class="ss-category-li" data-category-id="34" data-id="256"><a href="/article/account-default-templates">Account Default Templates</a> </li><li class="ss-category-li" data-category-id="34" data-id="259"><a href="/article/sharing-a-theme-with-subusers?s=user-management">Sharing a Theme with Sub-Users</a> </li><li class="ss-category-li" data-category-id="34" data-id="306"><a href="/article/allowing-subusers-to-share-surveys">Allowing Sub-Users to Share Surveys</a> </li><li class="ss-category-li" data-category-id="34" data-id="313"><a href="/article/giving-user-management-rights-to-subusers">Giving User Management Rights to Sub-Users</a> </li><li class="ss-category-li" data-category-id="34" data-id="318"><a href="/article/disabling-or-removing-users-from-a-team-account">Disabling or Removing Users from a Team Account</a> </li><li class="ss-category-li" data-category-id="34" data-id="345"><a href="/article/allowing-user-managers-to-manage-the-shared-question-library">Allowing User Managers to Manage the Shared Question Library</a> </li><li class="ss-category-li" data-category-id="34" data-id="382"><a href="/article/linked-accounts-and-user-management">Linked Accounts and User Management</a> </li><li class="ss-category-li" data-category-id="35" data-id="150"><a href="/article/subscription-options">Subscription Options</a> </li><li class="ss-category-li" data-category-id="35" data-id="159"><a href="/article/monthly-responses-allowance">Monthly Responses Allowance</a> </li><li class="ss-category-li" data-category-id="35" data-id="155"><a href="/article/do-you-offer-a-one-time-survey-fee">Do you offer a one-time survey fee?</a> </li><li class="ss-category-li" data-category-id="35" data-id="2"><a href="/article/signing-up-for-a-free-or-trial-account?s=signing-up">Signing Up For a Free Or Trial Account</a> </li><li class="ss-category-li" data-category-id="35" data-id="278"><a href="/article/single-sign-on-sso">Single-Sign-On (SSO)</a> </li><li class="ss-category-li" data-category-id="35" data-id="288"><a href="/article/sso-errors">SSO Error codes</a> </li><li class="ss-category-li" data-category-id="35" data-id="289"><a href="/article/setup-sso-on-active-directory-federation-services">Setup SSO on Active Directory Federation Services</a> </li><li class="ss-category-li" data-category-id="35" data-id="291"><a href="/article/setup-sso-on-azure-active-directory">Setup SSO on Azure Active Directory</a> </li><li class="ss-category-li" data-category-id="35" data-id="292"><a href="/article/introduction-to-sso">Introduction to SSO feature</a> </li><li class="ss-category-li" data-category-id="37" data-id="157"><a href="/article/changing-your-login-or-account-details">Changing Your Email, Password or Account Details</a> </li><li class="ss-category-li" data-category-id="37" data-id="210"><a href="/article/password-policies?s=login-and-password">Password Policies</a> </li><li class="ss-category-li" data-category-id="37" data-id="211"><a href="/article/two-factor-authentication?s=login-and-password">Two-Factor Authentication</a> </li><li class="ss-category-li" data-category-id="37" data-id="205"><a href="/article/browser-compatibility?s=login-and-password">Browser Compatibility</a> </li><li class="ss-category-li" data-category-id="37" data-id="273"><a href="/article/logging-in-to-smartsurvey">Logging in to SmartSurvey</a> </li><li class="ss-category-li" data-category-id="42" data-id="31"><a href="/article/send-a-support-ticket">Raising and Sending a Support Ticket</a> </li><li class="ss-category-li" data-category-id="42" data-id="203"><a href="/article/gdpr-resources">GDPR Resources</a> </li><li class="ss-category-li" data-category-id="42" data-id="206"><a href="/article/gdpr-exercising-rights-of-erasure-or-access">GDPR – Exercising Rights of Erasure or Access</a> </li><li class="ss-category-li" data-category-id="42" data-id="207"><a href="/article/gdpr-complying-with-requests-from-respondents">GDPR – Complying with requests from respondents</a> </li><li class="ss-category-li" data-category-id="42" data-id="213"><a href="/article/gdpr-removing-personal-data-responses-from-surveys">GDPR - Removing Personal Data from Surveys</a> </li><li class="ss-category-li" data-category-id="42" data-id="216"><a href="/article/ip-address-tracking">IP Address Tracking</a> </li><li class="ss-category-li" data-category-id="18" data-id="157"><a href="/article/changing-your-login-or-account-details?s=managing-your-account">Changing Your Email, Password or Account Details</a> </li><li class="ss-category-li" data-category-id="18" data-id="160"><a href="/article/your-billing-details?s=managing-your-account">Viewing and Updating Your Billing Details</a> </li><li class="ss-category-li" data-category-id="18" data-id="2"><a href="/article/signing-up-for-a-free-or-trial-account">Signing Up For a Free Or Trial Account</a> </li><li class="ss-category-li" data-category-id="18" data-id="161"><a href="/article/where-to-find-your-account-number">Where to find Your Account Number</a> </li><li class="ss-category-li" data-category-id="18" data-id="187"><a href="/article/api-and-webhooks">API and Webhooks</a> </li><li class="ss-category-li" data-category-id="18" data-id="188"><a href="/article/custom-domains">Custom Domains</a> </li><li class="ss-category-li" data-category-id="18" data-id="229"><a href="/article/unsubscribing-from-smartsurvey-emails">Unsubscribing from SmartSurvey Emails</a> </li><li class="ss-category-li" data-category-id="18" data-id="287"><a href="/article/deleting-a-smartsurvey-account">Deleting a SmartSurvey Account</a> </li><li class="ss-category-li" data-category-id="18" data-id="381"><a href="/article/using-a-google-account-to-access-smartsurvey">Using a Google Account to Access SmartSurvey</a> </li><li class="ss-category-li" data-category-id="36" data-id="308"><a href="/article/upgrading-to-a-paid-plan">Upgrading To A Paid Plan</a> </li><li class="ss-category-li" data-category-id="36" data-id="310"><a href="/article/changing-your-paid-plan">Changing Your Paid Plan</a> </li><li class="ss-category-li" data-category-id="36" data-id="151"><a href="/article/cancelling-subscriptions">Cancelling Subscriptions</a> </li><li class="ss-category-li" data-category-id="36" data-id="152"><a href="/article/auto-renew">Auto-Renew</a> </li><li class="ss-category-li" data-category-id="36" data-id="154"><a href="/article/receiving-paper-receipts-by-mail">Receiving Paper Receipts by Mail</a> </li><li class="ss-category-li" data-category-id="36" data-id="156"><a href="/article/parked-responses">Parked Responses</a> </li><li class="ss-category-li" data-category-id="36" data-id="160"><a href="/article/your-billing-details">Viewing and Updating Your Billing Details</a> </li><li class="ss-category-li" data-category-id="36" data-id="309"><a href="/article/missed-payments">Expired Cards and Missed Payments</a> </li><li class="ss-category-li" data-category-id="36" data-id="317"><a href="/article/automatic-payments-and-manual-invoicing">Automatic Payments and Manual Invoicing</a> </li><li class="ss-category-li" data-category-id="36" data-id="333"><a href="/article/downgrading-and-existing-surveys">Downgrading and Existing Surveys</a> </li><li class="ss-category-li" data-category-id="19" data-id="107"><a href="/article/viewing-and-managing-surveys?s=managing-surveys">Viewing and Managing Surveys</a> </li><li class="ss-category-li" data-category-id="19" data-id="74"><a href="/article/using-folders-to-organise-surveys?s=managing-surveys">Using Folders to Organise Surveys</a> </li><li class="ss-category-li" data-category-id="19" data-id="102"><a href="/article/creating-and-managing-survey-folders?s=managing-surveys">Creating and Managing Survey Folders</a> </li><li 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