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) → Pricing and usage → Manage. 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: To cancel SMS credits, go to Store Settings → Pricing and usage → SMS credits tab → Change SMS subscription → Cancel Subscription. Learn more about SMS subscriptions.
Important:
For Standard and Free users with a legacy SMS setup (subscribed before May 4, 2026): Changing or canceling your plan may affect your SMS access. If you change plans, you move to the current version of the selected plan. Review the SMS pricing rules before downgrading or canceling.
For Legacy Pro users: Legacy Pro will move automatically to the current Pro plan on October 26, 2026. See the Pro SMS section below for how the migration affects SMS credits and 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.
Note for Shopify stores: Disconnecting Omnisend from Shopify automatically cancels your paid plan. To resume your plan, go to Store Settings → Pricing and usage and click Resume.
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 3 months of inactivity) | ✅ Yes | Permanent switch to Free plan; testing Omnisend |
Freeze - Keep your data for 12 months | $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 |
Shopify users: Keep the Omnisend app installed or log in if you receive a deletion notice.
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 and usage → Plan overview tab → 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.
Downgrading from Pro: SMS Access Changes
If you subscribed to Pro before May 4, 2026:
If you subscribed to Pro before May 4, 2026, and have not changed your plan, your brand is currently on Legacy Pro. Legacy Pro will be retired on October 26, 2026. The SMS rules depend on when you downgrade.
If you downgrade from Legacy Pro before October 26, 2026
When you downgrade from Legacy Pro to Standard or Free:
Included Legacy Pro SMS credits are removed when the downgrade takes effect.
You move to the current version of the selected plan: current Standard or current Free. Neither plan supports SMS.
Any separately purchased SMS credits already issued keep their original 60-day expiration. However, the current Standard and Free do not support SMS, and an SMS Credits Subscription cannot remain available on the new plan.
If you later re-subscribe to Pro, the plan and SMS rules available at that time apply. You cannot return to Legacy Pro.
If you remain on Legacy Pro until October 26, 2026
Your brand will move automatically to the current Pro plan on October 26, 2026. After migration:
New SMS credits are no longer included with the Pro plan.
SMS is available through a separate SMS Credits Subscription.
Unused Legacy Pro credits carry over until 60 days after their original issue date.
If you downgrade from the current Pro after migration:
Current Standard and Free do not support SMS.
You lose access to SMS and the SMS Credits Subscription.
Any remaining carried-over Legacy Pro bundled credits are removed when the downgrade takes effect.
If you subscribed to Pro on or after May 4, 2026:
When you downgrade from Pro to Standard or Free, you lose access to SMS entirely (SMS subscription is not available on Free/Standard).
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: If you do not log in to your account for three (3) months or more, your account is treated as “inactive,” and it will be permanently deleted with all the data associated with it.
Log in at least once every 3 months to prevent deletion. Omnisend will send 2 email notifications before deleting your account: 15 days before deletion and 5 days before deletion. See what's included in the Free plan.
Steps
Go to Store Settings (left sidebar) → Pricing and usage → Plan overview tab.
Click the three-dot menu → select Cancel 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 and usage → Plan overview.
Click the three-dot menu → select Keep your data for 12 months.
Confirm and pay the $50 fee.
⚠️ Important for Shopify users:
If you uninstall the Omnisend app from your Shopify store while your account is frozen, Shopify's data deletion policy will trigger automatic account deletion in 16 days, even though you paid for the freeze.
To prevent this:
Keep the Omnisend app installed in your Shopify store, OR
Log in to your Omnisend account if you receive a deletion warning email
This is required by Shopify's app uninstallation policies. If you need to uninstall the app but keep your data, contact support before uninstalling.
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 3 months of inactivity (if you're on the Free plan and don't log in).
Omnisend sends 2 email notifications: 15 days before deletion and 5 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 → Pricing and usage, 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 SMS subscription plan, and now I'm unable to subscribe to it again. Why?
If you have a legacy SMS setup on Free or Standard (subscribed before May 4, 2026) and cancel your SMS Credits Subscription, you cannot re-subscribe while staying on that legacy setup. To use SMS again, you must upgrade to Pro. Current Free and Standard plans do not support SMS. Learn more about SMS pricing changes.
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.
I froze my account. Can I uninstall the Omnisend app from Shopify?
No. Even if your account is frozen, uninstalling the Omnisend app from Shopify triggers a 16-day deletion countdown. This is required by Shopify's data policies. If you accidentally uninstall the app, log in to your Omnisend account immediately to cancel the deletion. You do not need to reinstall the app – just logging in is enough.
If you want to freeze your account and stop using Omnisend temporarily, leave the app installed in Shopify.
Will canceling my subscription delete my account?
No. Canceling your subscription keeps your paid plan active until the end of the current billing cycle. Your store then moves to the Free plan, and your data remains available.
What does “Keep your data for 12 months” do?
It charges a one-time $50 fee immediately, keeps your paid-plan access until the end of the current billing cycle, then moves your store to Free while keeping your account and data for 12 months without requiring a login and preventing auto-deletion.
Does freezing preserve Legacy Pro pricing or SMS benefits?
No. Freezing does not preserve Legacy Pro eligibility or Legacy Pro pricing. If your account remains frozen through October 26, 2026, you will return on the current Pro plan when you reactivate. Bundled Legacy Pro SMS credits are removed when the account transitions away from active Legacy Pro billing.
What happens to my SMS Credits Subscription and credits while my account is frozen?
While the account remains frozen, SMS Credits Subscription charges and refills do not occur. Billing resumes when the account is reactivated.
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.