Upgrading Plan FAQs

Will my billing date change?

No, your billing date will remain the same. After your two months discounted price, your next billing date will be for your new Plan.
How do I know which Plan I'm on?

When logged in to your EKM account, click on your username at the top right and your Plan will be listed there.
How do I change my Plan?

To upgrade you Plan, head over to 'Settings > Account Settings > Your Plan'. To enquire about downgrading your Plan, please call your support team on 0333 004 0333.
Will my shop be affected by the upgrade?

No, your shop will remain the same throughout the upgrade and there will be no downtime.
Do I need to do anything to upgrade?

No, your shop will be upgrade automatically and you don't need to do anything.
Why is this happening?

EKM is evolving to ensure you can get the most out of your online shop. We've invested heavily in our infrastructure and team to give you and your customers an better eCommerce experience.
Is this mandatory?

If you are above the turnover threshold for your Plan, the upgrade is mandatory.
How do I contact my account manager on the Established Plan?

When you've upgraded to Established, your account manager will contact you and give you a personal phone number and email to contact them on.
What happens if I already pay for the included 'add ons'?

Extra paid for features such as 'Live Chat' and 'Visitor Report' (Web Stats) will be retracted from your billing and set to free.
When will I get the extra features?

Immediately after your upgrade.
Who can I contact if I have any further questions?

If you have any further questions, please contact your support team on 0333 004 0333.