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I have a billing, payment, subscription or account cancellation question




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19 comments

I opted to buy Zendesk because the free trial was ending. It gave me 5 agent seats, I only need 2. What can I do about this? I already got billed for $3000. 

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Hi Carl,

I see you've already chatted with one of our support agents, and they've sent your ticket to our Finance team. Thanks for your patience!

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I am subscribed to NECROIPTV and they use Zendesk as a support group. So they say. Their service has been good up until last month (November)  I have been billed and made a PayPal payment to them but they are not responding and my IPTV service has been disconnected. Can you help? Wayne Fleury   

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This comment has been edited by the Zendesk Community Team to remove personally-identifying information, in accordance with our Community Code of Conduct.

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My account automatically renewed about 2 weeks ago without any head up about the upcoming renewal. I have decided to cancel and want to cancel and get a refund of my payment. How do I do this?? ~Mark

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Brett Bowser

Zendesk Community Manager

Hey Mark,
 
I'm going to create a ticket on your behalf so we can follow up with you internally regarding your account cancellation. 

You'll receive an email shortly stating your ticket has been created.
 
Cheers!

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Hi, 

It has now been 5 months we are suppose to have our account closed and we are still being charged every months even after having confirmation of closure and refund from 2 different persons at Zendesk. 

We are owed over 2,000$ and nobody is answering our emails. Any way to reach the Zendesk team? 

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Kacey Zeccola

Zendesk Community Manager

Hi Clement,

I see you currently have a ticket open with our Finance team, you should be hearing from them shortly. Thanks for your patience!

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Hi,

On October 10, 2023, we submitted a request to reduce our Zendesk Sell subscription from 8 to 1 user, in anticipation of our renewal date on the 27th. However, on November 27th, we were unexpectedly billed for 8 users. I immediately requested a refund on the same day, but this request is still pending a response from Zendesk.

Due to the lack of communication, we were compelled to issue a chargeback on December 17th for the amount of $1177, which corresponds to the cost of the 7 additional Zendesk Sell seats that were reduced. Currently, our account appears to be suspended, which I believe is a result of this chargeback.

I have tried to reach out to my account manager multiple times, but have not received any responses. I am unsure of how to proceed to resolve this issue and would appreciate any guidance or assistance you can provide.

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Brett Bowser

Zendesk Community Manager

Danielle Wheeler thanks for bringing this to our attention! I was able to track down your tickets you have open with us and I can confirm that our your account manager and our Finance team are actively looking into getting your account taken care of.

They will follow up with you your ticket as soon as possible so look out for their email. Thanks again for your patience while we look into this further!

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How do we cancel our subscription?  Get Help is not working in either Chrome or Edge, we need our Subscription cancelled ASAP with a refund.

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Gab

Zendesk Customer Care

Hi Ghernan, 
 
For self-service accounts, you can cancel your account following this article: How do I cancel my account?
 
For sales-assisted accounts, you'll need to reach out to your Account Executive. 
 
I have a created a ticket on your behalf regarding your concern. 

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One of my client has opted in for Zendesk support with 5 licenses for yearly subscription and now we planning to buy 25 more licenses. And we want to change our subscription from yearly to monthly. How to change the subscription from yearly to monthly? I reached to support, but not getting any response.

We have Customer support team Launch on 20th Feb. We need to buy 25 more licenses before the launch. Can anyone help me to whom I need to reach out?

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Mike DR

Zendesk Customer Care

Hi Vamshi!
 
I believe you've been assisted on the previous ticket you mentioned, our billing team will work with you there!

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Thanks for your response Mike. Yes we are working with your billing team, hope they will resolve our issue.

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After having a video call with a Digital Sales rep to let them know we need to reduce our seat count from 5 to 3, I've followed up 6 times over the course of multiple weeks without a response.  Original ticket is #12418594.  We are a small business and the level of service we are receiving is extremely unprofessional and unacceptable.  We are seriously considering cancelling our entire account.  Please have someone reach out immediately.

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Destiny

Zendesk Customer Care

Hello Matt,
 
I appreciate you getting in touch, and I regret to hear that you've yet to receive a reply from our Sales team about your request to reduce seats. I've taken the liberty to follow up with the individual handling your case and have escalated the ticket to an 'Urgent' business priority for immediate attention. Please accept my sincere apologies for any trouble this may have caused. Be assured that I will monitor your ticket closely and see to it that you receive the necessary assistance promptly.

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Can someone please contact us on our invoice.  A help ticket had been opened but was closed saying there was an open invoice to pay.  Our account is due for 6/26/2025 and there is no open invoice.

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Francis Casino

Zendesk Customer Care

Hi K.S.!
 
I have created a ticket to look into this further. Please expect an email from us and we'll go from there. 

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I've been trying to connect with a renewal manager for over a week to modify the number of profiles on our account before our renewal date of 12/16/24 and have yet to hear from anyone. Please help get this escalated, the lack of response from Zendesk support is disappointing and alarming! 

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