Question
How do I cancel my Zendesk Chat (formerly known as Zopim) subscription?
Answer
This depends on how your Chat account was created and how it is integrated with Support. There are four versions of Chat accounts:
- Legacy Zendesk Chat, a chat-only version, created on zopim.com.
- Legacy Zendesk Chat + Support, an integrated Chat-Support account, created on zopim.com.
- Zendesk Chat Phase 3, an integrated account, for Zendesk Support customers who signed up for Chat from within Support.
- Zendesk Chat Phase 4, Chat-only or Chat + Support.
If you have issues determining your Zendesk Chat account version, see the article: Determining your Zendesk Chat account version.
Legacy Zendesk Chat and Legacy Zendesk Chat + Support
- Log into your account at https://account.zopim.com/account/. If you do not remember your login, use the Forgot password? link. You can alternatively reach this interface by going to Settings > Account > Subscription > Account management.
- In the Overview tab, click the Cancel my account button at the bottom of the page.
Zendesk Chat Phase 3
You can cancel your chat phase 3 account from Admin Center as described in this article: Cancelling products and accounts.
Zendesk Chat Phase 4
- Log into your Chat account at yoursubdomain.zendesk.com/chat, where yoursubdomain is replaced with your own subdomain.
- Open Settings > Account > Subscription and select the Account management link at the bottom. This will take you to the Admin Center.
- Click Yes, cancel my account and then Yes, delete everything.
I don't see these options
In both cases, the action can only be taken by the account owner as they are the only admin with permissions to edit the subscription of an account. Alternatively, if you are going to dashboard.zopim.com, to log into your Chat account, click Settings > Accounts. Then, click the Account Management button that appears above Change plan to cancel your account there.
If you have a managed account in either case, reach out to your account manager within Zendesk to update the subscription and cancel Chat.
16 Comments
Ok
Hi, I have not used my zendesk chat accout for a long time, but zendesk automatic renewal my account(charge $336) at March 05 2019. How can i get the money back?
zendesk renewal my account at March 05, the same day I send request for support, but no one answer me. What should i do?
Hi. My company used zendesk account, and I already told our admin to end the subscription. And then, we were charged with subscription account. I decided to deleted the zendesk account but how do I get back the subscription fee that already deducted from credit card?
Hey Donny,
I'll create a ticket on your behalf so our Finance team can look into this for you.
You'll receive a follow-up email shortly stating your ticket has been created.
Cheers!
Hello,
My company had a subscription for 1 year and after a year we have determined that your platform and services do not meet the needs of our business currently. On 10/16 our company card was charged and our account was automatically renewed.
We need a full refund of this charge and would like to cancel our subscription as son as possible.
Please let me know if anything will be required on my end to complete this request of cancellation and full refund.
Thanks.
Hello Ray,
I noticed you have an open ticket with Advocacy to address this billing issue. This will be the best route to resolving this issue, and they will reach out to you as soon as possible.
Best regards.
Zendesk is becoming one of my most hated services to use. I can't seem to find an answer to my billing concern. This is the worst.
Hello Nelson Nigel,
I'd be happy you navigate any billing issue you may have. Would you mind explaining the issue you are facing so I can better assist?
Best regards.
i was charged last week and i sent an email, no response and now i can't seem to get a hold of anyone. I am seriously considering going to a different company. For a customer service company yall took 10 hours to get back to me.
Hello Nelson Nigel,
I looked into the ticket that is currently pending and reached out to have this escalated for you. You should receive a response on this soon, but we are facing a higher than normal ticket volume at this time, which is the primary cause of this delay. If you have any other questions about our products or Zendesk best practices, we are here to help.
Best regards.
Hi,
Can you please cancel my subscription to the legacy chat service, we are no longer using this service and we have no access to this service but we have still been billed for this service.
Zendesk edited this post to remove sensitive user data.
Hello Fareed Baig,
We can't alter or make changes to your account from the Community. You will need to contact our Advocacy team, who can assist you with making these changes.
Best regards.
I cancelled my account and then the next day my credit card was charged. Noone answers the phone, and there is no way to contact anyone in billing. I need my credit card refunded and whatever loose ends on your side to be taken care of.
Hello Kara Adams,
I created a ticket for you so our finance team can assist you with this issue. You should receive an email followed by a response from our Advocacy team regarding your issue.
Best regards.
It's embarrassing how hard it is to cancel a subscription with your company. We requested a cancelation in 2020, just got charged again, a year later. Unbelievable.
Hello Wells,
Thanks for reaching out! Sorry for your frustrations trying to cancel your account. Cancelling depends on how your Chat account was created and how it is integrated with Support. There are four versions of Chat accounts:
-Legacy Zendesk Chat, a chat-only version, created on zopim.com.
-Legacy Zendesk Chat + Support, an integrated Chat-Support account, created on zopim.com.
-Zendesk Chat Phase 3, an integrated account, for Zendesk Support customers who signed up for Chat from within Support.
-Zendesk Chat Phase 4, Chat-only or Chat + Support.
Follow the link below on how to cancel depending on your chat type.
How do I cancel my Zendesk Chat Subscription
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