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:
- 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.
Zendesk Chat Phase 3 and Phase 4
You can cancel your chat phase 3 or chat phase 4 account from Admin Center as described in this article: Cancelling products and accounts.
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 permission to cancel an account.
If you have a managed account or sales-assisted account, reach out to your account manager within Zendesk to update the subscription and cancel Chat. Some self-service accounts must contact Zendesk to cancel.
25 comments
Wells Lyons
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.
0
Kharlo Reboja
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
0
Tom
It is ridiculously difficult to cancel my account and impossible to talk to anyone, can someone call me on +61412642734 to help
0
Dane
Hi Tom,
You can contact support directly and we'll assist you on your concern. There is a messaging icon to the bottom right of this page for you to contact us directly.
0
Jonathan Wright
I have been trying to cancel this account for TWO YEARS and this company makes it IMPOSSIBLE to do unless you can login to your account (mine was managed, but I was paying the bill). Can someone give ME a call as well before I have to take legal action (401)-441-7600. This is ridiculous!
0
Brett Bowser
Thanks for bringing this to our attention and apologies for any issues this has caused on your end.
I'm going to bring this into a ticket so we can gather some account information and get this taken care of.
Cheers!
0
Crescent Estates
Hello.
I was under the impression I had canceled my account over a year ago but it was just brought to my attention that a monthly reoccurring charge is being billed. I have tried to follow the steps to cancel the account online, but it is not working. The support chat is not allowing me to speak to a person. Is there a number that I can call or any other way to cancel immediately? Thank you
0
Brett Bowser
It looks like our Finance team followed up with you last week Wednesday and we were able to confirm that your account has been successfully cancelled.
Let us know if you have any other questions!
0
Ruth Wells
OMG!!!! For a company whose sole existence is based on customer care, the utter lack of any way to reach a human or find a phone number or email is incredible. They are so incredibly unhelpful, I can only assume that they do not want to let anyone cancel their accounts for any reason. Does anyone know how to reach them to cancel? They should be ashamed of themselves!!!!!! I have wasted 2 hours trying to reach them to cancel. They should be given an award for the LEAST HELPFUL COMPANY ON EARTH!!!!!! DOES ANYONE KNOW HOW TO CANCEL AN ACCOUNT I HAVE BACK FROM WHEN THEY BOUGHT ZOPIM???? My "dashboard" and account area offer NO options to close account. HELP!!!!!!!
0
Brett Bowser
So sorry to hear you were having issues getting in contact with our team! I double checked the ticket you have open with our team and it looks like they were able to get your account canceled as well as a refund issued. If you have any other questions please let me know as I'll do what I can to help on my end.
Thanks!
0
Clément
Same thing happen to us, but the account was confirmed close and refunded, we are still being charged every month... It has been 5 months now.
We dont seem to be able to reach anyone in any way or form, our account manager does not answers his emails.
We have been charged for over 5 months now since the account manager Nathan confirmed the account closure by email .... We have over 2,000$ in extra charges.
Any one know how we can get support?
0
Kacey Zeccola
Hi Clement,
So sorry to hear about this - I see you currently have a ticket open with our Finance team, you should be hearing from them shortly. Thanks for your patience!
0
Marco Valle
virtually impossible to cancel account. If you go into account/billing/subscription, you end up in a loop right back here. This is the second year where we are attempting to cancel our account.
0
Brett Bowser
It looks like someone from our Sales team followed up with you in the ticket you have open. I'd recommend replying back to their message so they can assist you further.
Appreciate you bringing this to our attention!
0
Dave
We've been trying to get support to cancel Zendesk Suite (unable to self-service as it states I should contact support), it's been 3 weeks with no resolution. We want to keep our Zendesk Sell account, and upgrade it, but can't move forward until we're sure we're paying for the appropriate subscriptions on the account. Please escalate the request, as we've received little to no help at this point and I'm having to resort to commenting on support articles.
Edit: 9/18/23 - Still not resolved. Feels like I'm stuck in a loop being offered the same self-service support article when this is a situation where Zendesk admin center calls for 'contacting support' to change from Zendesk Suite to a 'Support-only' subscription. Such a simple ask, yet seemingly impossible to have resolved.
0
Brett Bowser
Appreciate you bringing this to our attention and sorry for any inconvenience this has caused on your end.
I'm going to create a ticket on your behalf so we can dig into this further with you and get your request escalated.
You'll receive an email shortly stating your ticket has been created so feel free to reply back to that with any other information you want to share.
Thanks!
0
Thomas Barrett
I'm also having difficulty cancelling sunshine conversations. I'm staying with Zendesk. Just cancelling the Sunshine Chat product.
I've sent notice via the billing email on the notice with no response. NOT EVEN A ZENDESK AUTORESPONDER!
The phone number on the email has been DEPRECATED!!!
Why even bother keeping it on the invoice?
Submitting a charge-back now.
0
Thomas Barrett
I meant to say the phone number on the invoice has been DEPRECATED!!!
0
Thomas Barrett
it is unethical to include an email address and phone number on your invoices and NEITHER ONE WORKS!
0
Dave
Figured I'd provide an update: I ended up cancelling all Zendesk services completely due to being stuck in a loop where we kept getting charged for services we weren't using. I've since found platforms with better features and more attentive support.
0
Destiny
Please accept my deepest apologies for the delay in communication from our billing team concerning your request to cancel the Sunshine Conversations subscription. I have contacted them to emphasize the urgency of your situation, and I expect they will get back to you by the end of the week. Rest assured, I will monitor your ticket closely to ensure that it receives prompt attention and to facilitate the processing of any refunds due for the unintended subscription renewal. We will provide updates through your Support ticket.
Thank you for your understanding and patience.
0
Destiny
Please accept my heartfelt apologies for our team's failure to deliver the prompt support you needed. It deeply saddens me to learn that you have decided to move on and have terminated your services with us. Be assured that your feedback is invaluable and will be communicated to our team to enhance our procedures and prevent such experiences for both existing and new customers going forward.
0
Fermin Saldana
I am highly concerned about how hard it is to cancel reading all the comments on here. We had a previous Service Manager sign us up for subscription, they left and we have been trying to cancel but cannot speak to anyone. We are trying to get a refund of what was recetly charged as this account has not been used. I would like to cancel and make sure we get refunded for the most recent charge on our account. I tried to remove the card so we cannot have any more charges and cannot do so. Not talking to people is not a good way to have custom service. Please help
0
Ivan Miquiabas
Thanks for reaching out! I believe you already raised a ticket and currently being handled by our Service desk team. Last response from our Rep was for you to provide further details on the issue so that they can handle it accordingly.
I will add your comment on the ticket so that they will be advised as well on the issue.
Cheers!
0
Navaid Suria
We want to cancel our account, but its not happening.
0