Account and billing overview

Sign in to the Sync.com web panel to manage your account settings and billing profile.

In this article:

• Accessing your Sync account settings
• How do I change the email address (username) on my Sync account?
• How do I change my display name?
• How do I manage email preferences?
• How do I check my storage space usage?
• How do I change my Sync plan?
• How do I upgrade from a free plan to a paid plan?
• How do I switch between paid plans?
• How do I view scheduled subscription changes?
• What payment methods are accepted?
• How do I update my billing profile and payment method?
• How do I pay an outstanding invoice?
• How do I view my billing history and download invoices?
• How do I manage auto-renewal on my account?
• What happens if my subscription payment fails?
• What is your refund policy?
• How do I cancel my account?

Accessing your Sync account settings

1. Sign in to the web panel.
2. Click Settings from the left navigation bar. 

How do I change the email address (username) on my Sync account?

Your username for Sync is your email address. If you get a new email address, be sure to update your Sync account. You can also transfer ownership of your Sync account by changing the email address.

To change your email address:

1. Sign in to the web panel.
2. Click Settings from the left navigation bar.
3. Click the   (ellipsis) icon beside your current profile information.
4. Select Change email address.
5. Enter your current Sync account password (to verify that you control the account).
6. Enter your new email address.
7. Click Verify.
8. A verification email will be sent to the new email address. Click the link in the verification email to complete the process.

I am transferring ownership of my account - what else do I need to do?

To transfer ownership of your account you will need to change the email address as outlined above, as well as update / remove your billing profile, and enable email-based password reset (allowing the new owner to reset the account password easily).

Once these steps are completed:

• All connected devices will remain linked to the account and will automatically update to reflect the new email address.

• This change will not trigger a resync of your data.

• Files, folders, and sharing settings will remain intact, ensuring a seamless handoff to the new owner.

How do I change my display name?

Changing your display name allows you to personalize how your name appears across the Sync web panel. This can be helpful if you’ve recently updated your name, prefer to use a nickname, or want your account to better reflect your identity. 

To change your display name:

1. Sign in to the web panel.
2. Click Settings from the left navigation bar.
3. Click the ⋮ (ellipsis) icon beside your current profile information.
4. Select Change name.

How do I manage email preferences?

You can change your email preferences to opt in or opt out of Sync product notifications, special offers and rewards notifications.

To change your email preferences:

1. Sign in to the web panel.
2. Click Settings from the left navigation bar.
3. Click Edit permissions beside Notifications.
4. Toggle your preferences.

How do I check my storage space usage?

Files in your Sync folder and Vault count towards your storage quota.

Check your storage space usage from the Sync.com web panel:

1. Sign in to the web panel.
2. Click Settings from the left navigation bar.
3. Click the Account & billing tab.

How do I change my Sync plan?

You can switch your Sync plan at any time to adjust your storage or features, whether you're upgrading or downgrading.

• Plan changes take effect immediately, except for downgrades, which apply at the end of the current term. These changes will not impact your account settings, shared folders, or files.
• Plan upgrades are pro-rated, you’ll receive credit for any unused portion of your current plan, which will be applied to the new plan.
• Sync also offers a 30-day, full money-back guarantee on all new plan purchases. (This applies only to new purchases, not renewals or upgrades. Cancellations after renewal take effect at the end of the current term.)

How to view scheduled plan changes: 

1. Sign in to the web panel.
2. From the left navigation bar, click Settings.
3. Select the Account & billing tab.
4. Click the Manage Subscription button.
5. Click the tile displaying your current plan.
6. Select View scheduled changes.

Note: While plan changes are pro-rated, Sync does not issue refunds for unused service if a user cancels mid-term. This policy is outlined in our Terms of Service – Section 9.

How do I upgrade from a free plan to a paid plan?

1. Sign in to the web panel.
2. From the left navigation bar, click Settings.
3. Select the Account & billing tab.
4. Click the Manage Subscription button.
5. Under Payment Methods, enter your billing information and click Add to save it.
6. Click the tile displaying your current plan (e.g., Free Plan).
7. Click Edit Subscription.
8. Click Change next to your current plan.
9. From the dropdown menu, select your desired plan and billing frequency, then click Update.
10. Review the changes and click Update Subscription to confirm.
11. A confirmation email, including your updated invoice, will be sent to your inbox.

How do I switch between paid plans?

1. Sign in to the web panel.
2. From the left navigation bar, click Settings.
3. Select the Account & billing tab.
4. Click the Manage Subscription button.
5. Click the tile displaying your current plan.
6. Click Edit Subscription.
7. Click Change next to your current plan.
8. From the dropdown menu, select your desired plan and billing frequency, then click Update.
9. Review the changes and click Update Subscription to confirm.
10. A confirmation email, including your updated invoice, will be sent to your inbox.

Note: Downgrading from a paid plan to the Free plan is not supported. Please contact support if you need assistance with any of the following plan changes:

• From a Legacy Teams plan to Teams+
• From any annual plan to a monthly plan (term changes across plan types)
• From a Teams plan to any Personal plan (e.g., Pro Solo, Pro Solo Pro)

These restrictions help ensure billing consistency and avoid potential issues with features and user access.

What payment methods are accepted?

We support a range of secure payment options for your convenience. You can pay using:

• Visa

• MasterCard

• American Express (AMEX)

• PayPal (not available for U.S. billing addresses)

How do I update my billing profile and payment method?

If you’re prompted to update your payment method, it means your current payment method has expired, no payment method is on file, or your billing is overdue.

Note: Payments are processed in the UTC timezone and only on your renewal date.. You can update your payment method at any time, but your subscription will not be charged until your current term ends.

You can update your billing profile and payment method as follows:

1. Sign in to the web panel.
2. From the left navigation bar, click Settings.
3. Select the Account & billing tab.
4. Click the Manage Subscription button.
5. Click Billing & Shipping Addresses or Edit Payment Method.
6. Enter your updated information into the appropriate fields.
7. Click Update to save your changes.

How do I pay an outstanding invoice?

To pay any outstanding balance on your account, follow these steps:

1. Sign in to the web panel.
2. From the left navigation bar, click Settings.
3. Select the Account & billing tab.
4. Click the Manage Subscription button.
5. Click Billing History.
6. The banner will display any outstanding invoices. Click Pay Now and follow the on-screen instructions to complete your payment.

How do I view my billing history and download invoices?

You can easily access a complete record of your past payments directly from your account settings.

1. Sign in to the web panel.
2. From the left navigation bar, click Settings.
3. Select the Account & billing tab.
4. Click the Manage Subscription button.
5. Click Billing History.
6. Click Download next to the invoice you wish to review.

How do I manage auto-renewal on my account?

If you have a valid payment method on file, your subscription will automatically renew at the end of your current term using that payment information.

To check your upcoming renewal date:

1. Sign in to the web panel.
2. From the left navigation bar, click Settings.
3. Select the Account & billing tab to see your renewal date.

If you wish to opt out of auto-renewal, you will need to follow the steps in our How do I cancel my account? section. Cancelling your subscription will prevent it from renewing at the end of the term, but you will retain full access to your account and files until the term expires.

To check if your account is set to automatically renew: 

1. Sign in to the web panel.
2. From the left navigation bar, click Settings.
3. Select the Account & billing tab.
4. Click the Manage Subscription button.
5. Click the tile displaying your current plan.

If you change your mind and would like to keep your subscription active, make sure to re-add a valid payment method or reactivate your subscription before your current term ends.

What happens if my subscription payment fails?

• If your payment cannot be processed, your account will enter a 21-day grace period, during which we’ll send multiple reminder emails prompting you to update your payment method. During this time, you’ll still have access to your files and account features.
• If no payment is made by the end of the 21-day grace period, your subscription will be automatically cancelled. At this point, your account will be placed into a restricted state, syncing will be paused, and access to features may be limited.
• Following the cancellation, you’ll have an additional 30-day reactivation period. We’ll continue to send reminder emails during this time, and you’ll still have the option to reactivate your subscription and regain full access to your account and files.

Note: If you do not reactivate your account within the 30-day reactivation period, your account and all associated file data will be permanently deleted and cannot be recovered.

To avoid data loss, we recommend updating your payment information as soon as possible. If you’re encountering issues with your payment, refer to our Troubleshooting payment decline errors article for help, or contact our support team.

What is your refund policy?

Sync offers a 30-day full money-back guarantee on all new plan purchases. If you cancel within the first 30 days, you’ll receive a full refund.

Note:

• This applies only to new purchases.

• It does not apply to renewals, free trials, reactivations, or plan upgrades.

• Cancellations made after renewal will remain active until the end of the current billing term, with no refunds issued for unused time.

How do I cancel (close) my account?

If you no longer wish to continue using Sync, you can cancel your account at any time from the Sync web panel. Closing your account will permanently delete all account data, including any files stored in the cloud, once your current billing term ends. 

Note: Before closing your account, make sure to download any data you wish to keep. For detailed instructions, see How do I download all my data before closing my Sync account?

1. Sign in to the web panel.
2. From the left navigation bar, click Settings.
3. Select the Account & billing tab.
4. Click the Manage Subscription button.
5. Click the tile displaying your current plan.
6. Click Cancel Subscription.
7. Follow the on-screen prompts and select Cancel my account.
8. Confirm the cancellation to complete the process.
9. Your account is now cancelled but will remain active until the end of your current billing term.

Note: If you change your mind, you can reactivate your account at any time before the end of your current billing term. To do so, navigate to the Account & billing tab in the web panel, click Manage Subscription, then select your current plan. From there, you’ll have the option to Remove scheduled cancellation and keep your account active.