Upgrading your Star Online account

Star leads

As Star lead, and therefore the person responsible for your organisation's Star Online account, you can upgrade your account. 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 users in advance and upgrade accordingly for the full period of the account.

User accounts 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 user accounts.

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. On your Account page, in the ‘Your Star licences’ section, you can find a summary of your licence details, including how many out of your maximum number of Star Online system users have been set up:
    Screenshot of the "Your Star Licences" panel for a Star Online system organisation
  4. To upgrade, click ‘find out more and upgrade’ in the ‘Upgrading your licence section’:
    Screenshot of the "upgrading your licence" panel
  5. If you have more than one type of licence you will be presented with the screen below from which you can select which licence you want to upgrade. If you only have one licence type, in this instance a Star Online system licence, you’ll go straight to the screen in step 6 below.
    Screenshot of the "Which licence would you like to upgrade?" screen for an organisation with a Star Online system and a Basic licence.
  6. Read the information on the next screen and enter the number of additional users you require up to your account’s renewal date.
    Screenshot of the upgrade screen for a Star Online system licence holder
  7. If you need help at this point you can click ‘Contact the helpdesk’ to ask for assistance.
  8. 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.
  9. The helpdesk will receive your request and process it within 24 hours.
  10. You will receive an email confirming your upgrade request has been actioned and the new maximum number of users is displayed in your account information and the ‘Views colleagues’ page.
  11. Your organisation will receive an invoice for the additional users for the remaining period of the account.


Managers cannot directly upgrade the account. If, however, a manager tries to add extra users to their services when the organisation is already at its user limit, they will be presented with an option to request the Star lead upgrade the account:

Screenshot of the "sorry you cannot add another colleague" screen

When presented with the request form, they should enter the number of users they anticipate adding over the period up to the date the account is due for renewal, and a request will be sent to the Star lead via email:

Screenshot of the "request an upgrade" page

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 users required,
  • 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 user accounts an organisation may need for one year in advance. If the user limit 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 use fewer user accounts.

However, when it comes time to renew your account, you can close accounts that are no longer needed and downgrade to a lower level (noting the minimum account size is 16 users), as needed.

Last updated by Paul Martin on 29th June 2016