Frequently asked questions
How do I change my plan?
You can change your PocketSmith plan at any time!
Learn how to do this via the web app here: Changing your PocketSmith subscription
For details on changing your subscription when on mobile, see: Managing your PocketSmith subscription on mobile devices
I want to downgrade my account before my subscription renews, will I lose access to the features I've paid for?
If you change your plan (including downgrading), the plan change will come into effect straight away. However, if you want to downgrade to the Free plan but would like to keep the paid features for the duration of your original subscription period, you can learn how to do this here: Re-enable paid features until end of subscription
Why has my payment failed?
Some credit card providers block international transactions as a security precaution. If your payment fails and returns a ‘refer to card issuer’ error, it’s likely that - because we are based in New Zealand - your card provider has blocked the transaction.
You'll need to give your credit card provider a call to explain the purchase and they will allow the payment to proceed.
PocketSmith is telling me I've already entered my credit card details and won't accept my payment - what should I do?
If you attempt to re-enter the same card details multiple times within a 24-hour period, a temporary block may be placed on your credit card by our system. This is a security measure we need to take to prevent fraudulent activity.
To resolve the issue, send us a message!
Can I purchase a gift subscription for someone else?
Yes! You can purchase a gift subscription here.
Simply select the plan and subscription duration you'd like to gift, fill in the details, and choose the date you'd like the gift to be sent - easy 🙌
I've downgraded my account and have lost access to the paid features straight away. Can you help?
If you downgrade your account before its renewal date but would still like access to the paid features up until that date, you can learn how to re-enable them here.
Can I change the name that appears on my PocketSmith invoices?
Yes! You can change the name that appears on any PocketSmith invoices by updating your display name in PocketSmith. Once this is updated, any invoices downloaded will feature your new display name. See: Changing the display name for your PocketSmith account.
Still need help?
Should you need further support, our dedicated support team is also here for any questions you might run into.
You can contact the PocketSmith support team by heading to this page: Contact us, by email to [email protected], or from within PocketSmith itself:
