Upgrading your account

Star leads

Each person using the Star at your organisation must be licensed to do so. As Star lead, and therefore the person responsible for your organisation's licence, it is your responsibility to make sure your Outcomes Star licence covers the number of people using the Star. If the number of people working with the Star at your organisation increases it may be necessary for you to upgrade your licence to cover the extra people.

An upgrade can be requested at any time during the lifetime of the account and as many times as necessary, however, we would ask that you anticipate the need for additional licences in advance and upgrade accordingly for the full period of the account.

Licences are paid for in advance and last until the renewal date of the account. Therefore downgrades are only possible at the point of renewal, and refunds are not provided for unused licences.

How to request an upgrade

The Star lead can upgrade the account as follows:

  1. Log in to the Star Online
  2. Go to the Account page by clicking the ‘account’ button in the top right of the screen:
    your account button
  3. To upgrade, click ‘find out more and upgrade’ in the ‘Upgrading your licence section’:
    Screenshot of the "upgrading your licence" panel
  4. If you have more than one type of licence you will be presented with the screen below from which you select which licence you want to upgrade. If you only have one licence type you’ll go straight to the screen in step 5 below.
    Screenshot of the "which licence would you like to upgrade" screen for a non-L1 user
  5. Read the information on the next screen and enter the number of additional licences you require up to your account’s renewal date.
    Screenshot of the upgrade screen for a basic Star licence holder
  6. If you need help at this point you can click ‘Contact the helpdesk’ to ask for assistance.
  7. Check the tickbox to confirm that you agree to pay the cost for upgrading your licence, and click 'upgrade my licence' to submit your request to the Star Online helpdesk.
  8. The helpdesk will receive your request and process this within 24 hours.
  9. You will receive an email confirming your upgrade request has been actioned and the new licence number will be displayed on your dashboard and your 'Account' page.
  10. Your organisation will receive an invoice for the additional licences for the remaining period of the account.

Cost of upgrading your account

On receipt of an upgrade request from a Star lead, an invoice will be calculated on the basis of the following:

  • The number of additional licences requested,
  • The current annual fee per user,
  • The date the upgrade was actioned by the helpdesk,
  • The number of days remaining until the account is due to be renewed or expire.

Downgrading your account

Licences are purchased to cover the maximum number of licences an organisation may need for one year in advance. If the licence number is not large enough for your organisation you can upgrade during that year for the remainder of the year. Refunds will not be given should organisations subsequently wish to downgrade their licence.

However, when it comes time to renew your account, you can downgrade to a lower level (noting the minimum account size is 16 users), as needed.

 Last updated by Paul Martin on 29th June 2016