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, was 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 don't remember your login, use the "Forgot password?" link. 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 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.
16 Comments
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
It is ridiculously difficult to cancel my account and impossible to talk to anyone, can someone call me on +61412642734 to help
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.
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!
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!
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
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!
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!!!!!!!
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!
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?
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!
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.
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!
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.
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!
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