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Support: Account
All support articles tagged with Account.

How to Upgrade, Downgrade, or Cancel Your Subscription

BillingAdministrationBillingSubscriptionsPaymentsAccount Management

How to Upgrade, Downgrade, or Cancel Your Subscription

This guide walks you through the process of managing your subscription plan, whether you need more features, want to reduce costs, or need to cancel your service.

Upgrading Your Subscription

When to Upgrade

  • You're approaching or have exceeded your current plan's website limit
  • You need access to additional features like custom dashboards or API access
  • Your team is growing and you need more user seats

How to Upgrade

  1. Log in to your account
  2. Navigate to Account Settings > Subscription
  3. Click the Upgrade Plan button
  4. Select your desired plan
  5. Confirm your billing information
  6. Click Confirm Upgrade

Your upgrade will take effect immediately, and you'll be charged a prorated amount for the remainder of your current billing cycle.

Downgrading Your Subscription

When to Downgrade

  • Your analytics needs have changed
  • You want to reduce costs
  • You no longer need certain features

How to Downgrade

  1. Log in to your account
  2. Navigate to Account Settings > Subscription
  3. Click Downgrade Plan
  4. Select your desired plan
  5. Click Confirm Downgrade

Your downgrade will take effect at the end of your current billing cycle.

Important: If you have more websites or users than permitted by your new plan, you'll need to remove excess websites or users before the downgrade takes effect.

Canceling Your Subscription

Before You Cancel

  • All your data will be retained for 30 days after cancellation
  • After 30 days, your data will be permanently deleted
  • Consider downgrading instead if you still need basic analytics

How to Cancel

  1. Log in to your account
  2. Navigate to Account Settings > Subscription
  3. Click Cancel Subscription
  4. Select a reason for cancellation (optional)
  5. Click Confirm Cancellation

You'll continue to have access to your analytics until the end of your current billing period.

How to Reactivate

If you change your mind within 30 days of cancellation:

  1. Log in to your account
  2. Navigate to Account Settings > Subscription
  3. Click Reactivate Subscription
  4. Select a plan
  5. Update your payment information if needed
  6. Click Confirm Reactivation

Common Questions

Will I lose data when upgrading or downgrading?

No, your historical data will be preserved when changing plans.

Can I get a refund for unused time if I cancel?

We don't provide prorated refunds for cancellations, but you'll retain access until the end of your billing period.

What happens if I need to track more websites after upgrading?

You can add additional websites as soon as your upgrade is complete.

Do you offer custom plans?

Yes, for enterprise needs.

Read more

How to Reset Your Password or Update Account Information

AccountSecurityPasswordAccountProfileSecurity

How to Reset Your Password or Update Account Information

This guide covers how to manage your account credentials and personal information.

Password Management

Reset Your Password

If you know your current password:

  1. Log in to your account
  2. Go to Account Settings > Security
  3. Click Change Password
  4. Enter your current password
  5. Enter and confirm your new password
  6. Click Update Password

If you forgot your password:

  1. Go to the login page
  2. Click Forgot Password
  3. Enter your email address
  4. Click Send Reset Link
  5. Check your email for a password reset link
  6. Click the link and create a new password

The password reset link expires after 24 hours for security reasons.

Password Requirements

Your password must:

  • Be at least 10 characters long
  • Include at least one uppercase letter
  • Include at least one number
  • Include at least one special character
  • Not match your previous 3 passwords

Updating Personal Information

Change Your Email Address

  1. Log in to your account
  2. Go to Account Settings > Profile
  3. Click Edit next to your email
  4. Enter your new email address
  5. Enter your password to confirm
  6. Click Update Email

You'll receive verification emails at both your old and new addresses.

Update Your Name or Company Information

  1. Log in to your account
  2. Go to Account Settings > Profile
  3. Update the relevant fields
  4. Click Save Changes

Change Your Time Zone

  1. Log in to your account
  2. Go to Account Settings > Preferences
  3. Select your time zone from the dropdown
  4. Click Save Preferences

This affects how time-based data is displayed in your reports.

Two-Factor Authentication (2FA)

Enable 2FA

  1. Log in to your account
  2. Go to Account Settings > Security
  3. Click Enable 2FA
  4. Choose your preferred method:
    • Authenticator app (recommended)
    • SMS verification
  5. Follow the on-screen instructions

Disable 2FA

  1. Log in to your account
  2. Go to Account Settings > Security
  3. Click Disable 2FA
  4. Confirm with your password
  5. Click Disable

Important: Disabling 2FA reduces your account security.

Lost Access to 2FA Device

If you've lost access to your authentication device:

  1. On the login page, click Having trouble?
  2. Select Lost access to 2FA device
  3. Enter your email address
  4. Follow the account recovery process

You'll need to verify your identity using the recovery codes provided when you set up 2FA, or through our manual verification process.

Account Deletion

To delete your account:

  1. Log in to your account
  2. Go to Account Settings > Account
  3. Scroll to the bottom and click Delete Account
  4. Read the information about data deletion
  5. Enter your password
  6. Click Permanently Delete Account

Warning: This permanently deletes all your data and cannot be undone.

Common Issues

Not Receiving Reset Emails

  • Check your spam/junk folder
  • Add support@youranalytics.com to your contacts
  • Try an alternative email if possible
  • Contact support if emails don't arrive within 10 minutes

Account Locked After Failed Attempts

After 5 failed login attempts, your account will be temporarily locked for 30 minutes. To unlock it immediately:

  1. Click Forgot Password
  2. Complete the password reset process

Need More Help?

Contact our support team at support@youranalytics.com or use the live chat feature in the bottom right corner of your dashboard.

Read more

How to Reset Your Password or Update Account Information

AccountSecurityPasswordAccountProfileSecurity

How to Reset Your Password or Update Account Information

This guide covers how to manage your account credentials and personal information.

Password Management

Reset Your Password

If you know your current password:

  1. Log in to your account
  2. Go to Account Settings > Security
  3. Click Change Password
  4. Enter your current password
  5. Enter and confirm your new password
  6. Click Update Password

If you forgot your password:

  1. Go to the login page
  2. Click Forgot Password
  3. Enter your email address
  4. Click Send Reset Link
  5. Check your email for a password reset link
  6. Click the link and create a new password

The password reset link expires after 24 hours for security reasons.

Password Requirements

Your password must:

  • Be at least 10 characters long
  • Include at least one uppercase letter
  • Include at least one number
  • Include at least one special character
  • Not match your previous 3 passwords

Updating Personal Information

Change Your Email Address

  1. Log in to your account
  2. Go to Account Settings > Profile
  3. Click Edit next to your email
  4. Enter your new email address
  5. Enter your password to confirm
  6. Click Update Email

You'll receive verification emails at both your old and new addresses.

Update Your Name or Company Information

  1. Log in to your account
  2. Go to Account Settings > Profile
  3. Update the relevant fields
  4. Click Save Changes

Change Your Time Zone

  1. Log in to your account
  2. Go to Account Settings > Preferences
  3. Select your time zone from the dropdown
  4. Click Save Preferences

This affects how time-based data is displayed in your reports.

Two-Factor Authentication (2FA)

Enable 2FA

  1. Log in to your account
  2. Go to Account Settings > Security
  3. Click Enable 2FA
  4. Choose your preferred method:
    • Authenticator app (recommended)
    • SMS verification
  5. Follow the on-screen instructions

Disable 2FA

  1. Log in to your account
  2. Go to Account Settings > Security
  3. Click Disable 2FA
  4. Confirm with your password
  5. Click Disable

Important: Disabling 2FA reduces your account security.

Lost Access to 2FA Device

If you've lost access to your authentication device:

  1. On the login page, click Having trouble?
  2. Select Lost access to 2FA device
  3. Enter your email address
  4. Follow the account recovery process

You'll need to verify your identity using the recovery codes provided when you set up 2FA, or through our manual verification process.

Account Deletion

To delete your account:

  1. Log in to your account
  2. Go to Account Settings > Account
  3. Scroll to the bottom and click Delete Account
  4. Read the information about data deletion
  5. Enter your password
  6. Click Permanently Delete Account

Warning: This permanently deletes all your data and cannot be undone.

Common Issues

Not Receiving Reset Emails

  • Check your spam/junk folder
  • Add support@youranalytics.com to your contacts
  • Try an alternative email if possible
  • Contact support if emails don't arrive within 10 minutes

Account Locked After Failed Attempts

After 5 failed login attempts, your account will be temporarily locked for 30 minutes. To unlock it immediately:

  1. Click Forgot Password
  2. Complete the password reset process

Need More Help?

Contact our support team at support@youranalytics.com or use the live chat feature in the bottom right corner of your dashboard.

Read more