You can downgrade to a lower-tier plan, cancel and switch to the Free plan, freeze your subscription temporarily, or delete your account entirely. This guide explains how each option works and helps you choose the best one for your needs.
Before You Begin
To manage your subscription: Go to Store Settings (left sidebar) → Manage your plan. Alternatively, click your store name (top left) → View our plans (if on Free plan).
If these options aren't visible, you may be a Manager or Analyst. Ask an Owner or Admin to change your subscription or upgrade your role. Learn more about user roles →
Billable contacts include:
All subscribed contacts (email, SMS, push) and non-subscribed contacts who received automated messages (order confirmations, cart reminders) in the last 30 days. Excluding contacts from campaigns does not reduce your billable count. Learn how to manage non-subscribed contacts →SMS subscriptions are separate: Canceling your Standard or Pro plan does not cancel your SMS subscription. To cancel SMS credits, go to Store Settings → Pricing Plan → Change SMS Credits Subscription → Cancel Subscription. Learn more about SMS subscriptions →
Promotional discounts expire: If you're on a discounted or multi-month upfront plan, your next billing cycle will revert to standard monthly pricing unless renewed. Contact support before your renewal date to check for available discounts.
Compare Your Options
Option | Cost | Takes effect | Data preserved? | Can reactivate? | Best for |
Downgrade | Varies (prorated credit applied) | Immediately (new 30-day cycle) | ✅ Yes | N/A (still on paid plan) | Lower contact count; switching to cheaper tier |
Cancel to Free | $0 | End of billing cycle | ✅ Yes (auto-delete after 6 months of inactivity) | ✅ Yes | Permanent switch to Free plan; testing Omnisend |
Freeze | $50 one-time | End of billing cycle | ✅ Yes (up to 12 months) | ✅ Yes | Seasonal business; temporary pause (3–12 months) |
Delete | $0 | Immediate or 48 hours (manual request) | ❌ No | ❌ No | Closing business; switching platforms permanently |
Downgrade to a Lower-Tier Plan
How It Works
When you downgrade, the change takes effect immediately, and your billing cycle restarts for another 30 days. Omnisend applies any unused credit from your old plan to the new plan:
If your credit covers the full cost: You won't be charged.
If your credit is less than the new plan cost: You'll pay the difference.
If you have excess credit: It rolls over as a discount on your next billing cycle.
Important: When you upgrade mid-cycle, Omnisend charges you a prorated fee based on remaining days. When you downgrade, no refund is issued – instead, unused credit is applied to your next invoice.
Example
You paid $59 for the Pro plan on April 6. On April 20 (15 days into your billing cycle), you downgrade to the Standard plan ($20).
Unused credit: $59 ÷ 30 days × 15 remaining days = $29.50
Standard plan cost: $20
Result: You pay $0 on April 20 (credit covers the full cost). Your next billing cycle starts April 20, and you'll have $9.50 credit applied to your May 20 invoice.
Steps
Go to Store Settings (left sidebar) → Pricing plan → Manage.
Find the plan you want to downgrade to and click Downgrade.
Confirm your selection.
Note: You can only downgrade to a tier that accommodates your current billable contact count. If you have 24,000 billable contacts, you cannot select a 10,000-contact tier until you reduce your list. To check your count, go to Audience → Contacts.
Cancel to the Free Plan
How It Works
When you cancel, your paid subscription remains active until the end of your current billing cycle. After that:
Paid features are blocked: Automation workflows with multiple steps, A/B testing, advanced segmentation, and SMS become unavailable.
Your data is preserved: Contacts, campaigns, and reports remain accessible in read-only mode on the Free plan.
You can reactivate anytime: Upgrade to a paid plan to restore paid features.
Auto-deletion: Your account will be deleted automatically after 6 months of inactivity. Log in at least once every 6 months to prevent deletion. Omnisend will send 2 email notifications before deleting your account (14 days before and 3 days before). See what's included in the Free plan →
Steps
Go to Store Settings (left sidebar) → Pricing plan → Manage.
Click Cancel or Downgrade to the Free Plan.
Confirm your selection.
Freeze Your Subscription
How It Works
Instead of canceling, you can freeze your subscription for a one-time $50 fee. This option:
Preserves your account and data for up to 12 months
Keeps your subscription active until the end of your current billing cycle
Blocks paid features after the billing cycle ends (but Free plan features remain available)
Prevents auto-deletion even if you don't log in for 12 months
Allows reactivation anytime within 12 months
Best for: Seasonal businesses, temporary breaks (maternity leave, restructuring), or testing other platforms without losing your Omnisend setup.
Limitation: You can freeze your account only once every 12 months.
Steps
Go to Store Settings (left sidebar) → Pricing plan → Manage.
Click Freeze Your Subscription.
Confirm and pay the $50 fee.
Delete Your Omnisend Account
How It Works
Deleting your account permanently removes all data – contacts, campaigns, automations, reports, and settings. You cannot recover this data after deletion.
Your account may be deleted in three scenarios:
Automatically after 6 months of inactivity (if you're on the Free plan and don't log in)
Omnisend sends 2 email notifications: 14 days before deletion and 3 days before deletion
Final confirmation email sent when deletion is complete
Automatically 16 days after uninstalling Omnisend from Shopify
Applies if you delete the Omnisend app from your Shopify apps list or close your Shopify store
Omnisend sends 2 email notifications: 10 days after uninstallation and 3 days after uninstallation
Manually per your request
If you don't want to wait for automatic deletion, email [email protected] with:
Your Account name
Your store/website URL
Omnisend will process your request within 48 hours and notify you when deletion is complete
FAQ
Why can't I find "Manage" button in my account?
Go to Store Settings in the left sidebar, then look for Manage under your current plan details. Alternatively, click your store name at the top left and select View our plans (available on Free plan).
If these options aren't visible, you may be a Manager or Analyst. These roles don't have permission to manage billing. Ask an Owner or Admin to change your subscription or upgrade your role. Learn more about user roles →
Will I get a refund if I downgrade mid-cycle?
No. When you downgrade, the change takes effect at the end of your current billing cycle (if you cancel to Free) or immediately with a restarted cycle (if you switch to a lower paid tier). Any overpayment is credited toward your next invoice – not refunded. You'll continue to have access to your current plan features until the change takes effect.
Why am I being charged for contacts I'm not emailing?
Omnisend bills based on all subscribed contacts (email, SMS, push) and non-subscribed contacts who received automated messages (like order confirmations or cart reminders) in the last 30 days. Excluding contacts from campaigns or sending to "active users only" doesn't reduce your billable count.
To lower your billable contact count, unsubscribe or delete inactive contacts. Learn how to manage non-subscribed contacts →
Why am I being asked to upgrade when I haven't imported new contacts?
Your billable contact count may increase due to:
New signups via signup forms
Contacts added through integrations (Shopify, WooCommerce, etc.)
Accumulated non-subscribed contacts who received automated workflows
Even if you didn't manually import contacts, your list can grow organically. To check your count, go to Audience → Contacts.
If you try to send a campaign to more contacts than your current tier allows, Omnisend will prompt you to upgrade before sending. The upgrade is prorated and immediate.
I canceled my plan. Why am I still being charged?
If you only canceled your Standard or Pro plan, your SMS subscription may still be active. SMS credits are billed separately.
To cancel SMS: go to Store Settings → Pricing Plan → Change SMS Credits Subscription → Cancel Subscription. Learn more about SMS subscriptions →
My promotional discount expired. How do I renew it?
Promotional discounts (e.g., 30% off, 3-month upfront plans) expire after the specified period. Your subscription automatically renews at standard monthly pricing.
To check if a new discount is available, contact support before your next billing date via in-app chat or [email protected].
Can I downgrade to a lower tier immediately?
You can only downgrade to a tier that fits your current billable contact count. If you have 24,000 contacts, you cannot select a 10,000-contact tier until you reduce your list. To reduce contacts: unsubscribe or delete inactive users, then go to Store Settings → Manage your plan to downgrade.
What happens to my email credits when I upgrade mid-cycle?
When you upgrade mid-cycle, you're charged a prorated amount based on the remaining days in your billing period. You receive a prorated number of email credits immediately – not the full monthly amount.
Example: If you upgrade on day 15 of your 30-day cycle and are charged $7.49, you get a portion of the new tier's credits (roughly 50%). Your full credit quota resets on your next billing date. Learn more about email credit usage →
If you encounter any technical issues or require assistance, please contact our Support Team at [email protected] or use the in-app chat before making a final decision.