How to downgrade your In-App/BTIA account

If you pay your account via Credit Card, PayPal, or BTIA, you're responsible for making the changes in the app. Please follow the steps to downgrade your account.

This article discusses information relevant to both the Legacy Collaborator Model and the User Subscription Model. If you're unsure about your model type, learn how to determine the model your plan is on.

To downgrade to a different plan type, remove licenses (Legacy Collaborator Model) or Member designations (User Subscription Model), or discontinue an add-on or other product, you must first remove additional users associated with the account.

All fees are non-refundable, and the downgrade won't qualify for a refund.

First, remove additional users associated with your account

1. Log in to your Smartsheet account, and then select the Account icon. 
2. Select User Management (Legacy Collaborator Model) / User Roles and Reports (User Subscription Model) to see the list of additional users you want to remove. 
3. Select for the user that you want to remove, and then select Remove User. 
4. Select Remove to confirm the removal of the user.

Second, downgrade your account 

1. Log back into your account, and then select the Account icon.
2. Select Add Licenses / Upgrade. 

Here, you can lower the number of licenses (Legacy Collaborator Model) or Members (User Subscription Model) or select a different payment plan.

3. On the Change plan form, select the plan that you want. 
4. Select Purchase. 

Other things you must know

• Per our user agreement, downgrade requests must be made at least 30 days before the renewal of your current term.
• Prorated refunds aren't offered for canceled accounts. For more details about cancellation terms, refer to the Smartsheet User Agreement.