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*Account FAQ

 Why can't I downgrade or cancel my account?

Accounts with overdue balances cannot be downgraded or cancelled. Accounts with balances left unpaid for 15 days will be suspended.

Maintaining up-to-date billing information is the best way to keep an account active, and the account balance at $0.

 How do I check what plan type I have?

To check your current plan type, select Settings Settings_icon.png from the launch menu. Your Current Plan is indicated in the top-right corner of the Settings box.

You can also check your current plan when signed in to your account on your billing page at https://hootsuite.com/billing.

 How does the 30-day trial work?

Explore the benefits of being a Hootsuite Professional or Team user with a 30-day free trial (Note: A valid credit card or PayPal account is required for sign up). The trial gives you access to every function and feature offered on the paying plan - with the option to downgrade or cancel at any time.

Note that only one trial is available for either the Professional or the Team plan. You can change from one plan to the other during this 30-day period but the trial will not restart.

Your Hootsuite Trial (free) will seamlessly transition to Hootsuite Professional or Hootsuite Team (billed monthly) when your 30-day trial is complete, and the method of payment on account will be charged. Ensure a smooth transition by keeping your billing information up to date. You will also have the option to register for annual billing at a discounted rate. Annual plans are a one-year commitment, or add-ons added mid-term will be invoiced and charged pro rata (from the sign up date until the end of the 12-month term). Premium apps are billed on a monthly basis only.

important_icon_37x44.png  Hootsuite will send you an email notification five days before your trial period ends. To avoid unwanted charges, downgrade or cancel your account at this time. Accounts are invoiced and billed at the beginning of a billing cycle for the upcoming month.

Downgrading from your trial means the loss of features not available to the plan type you are downgrading to, including additional social profiles, and their scheduled content.

 I forgot my password. What should I do?

If you don’t remember your Hootsuite account password, click Forgot password? under the login fields on the login page.

You will be directed to a password reset page. Enter your email and we’ll send you a link to reset your password.

If you don’t see the email in your inbox, check your spam or junk folders. If you still have not received the email, please contact our Support team.

 What are the differences between the Hootsuite plan types?

A comparative chart between the different Hootsuite plan types can be found on our Plans and Pricing page.

 Does Hootsuite store my password?

At Hootsuite we take your privacy and account security seriously. Passwords are never saved or stored, and you will never be asked for your password.

 Will my plan type change?

Hootsuite will not change your plan type without your consent. Hootsuite will only step in during situations when the Hootsuite Terms of Service (Free and Pro) (Professional and Team) have been violated.

Change terms by plan type:

  • Hootsuite Free users can upgrade to a monthly or annually billed plan, and the changes will take effect right away.
  • If your account is billed monthly, you can make plan changes at any time. One change can be made per billing cycle, including switching to annual billing, which would take effect at the end of the monthly billing cycle, or upgrading or downgrading your plan type.
  • If your account is billed annually, you must complete your one-year commitment before switching to monthly billing, downgrading, or cancelling will take effect.
  • If you are a Hootsuite Enterprise user, changes can be made with the assistance of your Hootsuite Customer Success Manager.

After any plan or account modifications, a confirmation email is sent to the email address on file. This includes changes to an organization within Hootsuite.

Hootsuite organization plan changes can only be made by the organization super admin.

 Why am I not receiving my email verification code?

Automated email filtering can sometimes make it tricky to ensure that you are receiving legitimate communications from Hootsuite.

We recommend whitelisting, safe listing or filtering no-reply@hootsuite.com in the email account you use to sign in to Hootsuite. Periodically check your email spam filter for content from no-reply@hootsuite.com to ensure you aren’t missing important communications from Hootsuite.

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