After completing a payment, your account should update to reflect your new subscription. If it still shows Free or a different plan than the one you purchased, there are a few common reasons — and in most cases it can be resolved quickly.
Common reasons for a plan mismatch
Payment is still processing
Subscription activation can take a few minutes after a successful payment. Try refreshing your browser or logging out and back in to trigger an account update.
Payment was made on a different account
If you have more than one Survio account (for example, accounts registered under different email addresses), the payment may have been applied to a different account than the one you are currently logged in to. Check that you are signed in with the same email address used at checkout.
Payment did not complete successfully
Occasionally a payment appears to go through but is not fully confirmed. Check your email for a payment confirmation from Survio or our payment provider. If you did not receive one, the payment may not have been completed.
Payment was made by bank transfer or proforma invoice
Annual plans (Standard and higher) can be paid via proforma invoice and bank transfer. Unlike card payments, bank transfers take longer to process — your account will only activate once the payment arrives and is paired with your account. If you have sent a bank transfer and your account has not yet been activated, please contact our support team. They can confirm once the payment has arrived and activate your subscription.
Steps to resolve a plan mismatch
Wait a few minutes and refresh your browser.
Log out of your account and log back in.
Check that you are signed in with the same email address used to make the payment.
Check your inbox for a payment confirmation email from Survio or your payment provider.
If your account still shows the wrong plan after following these steps, contact our support team with your payment confirmation and account email address.
When contacting support, include your payment confirmation email or transaction ID — this helps us locate your payment quickly and activate your subscription.
Contact support
If you've followed the steps above and your plan still hasn't updated, our support team is here to help. Please get in touch and include your payment confirmation so we can resolve it as quickly as possible.