Cancelling products and accounts

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18 Comments

  • Fetchd team

    @...

    If I cancel my zendesk help centre, and then reactivate it in say 6 months time, will all of my articles be restored? If not, is there a possibility of pausing subscriptions due to business modifications?

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  • Brett Bowser
    Zendesk Community Manager

    Hey Genevieve,

    That's something your account manager would need to discuss with you. I'm not aware of a way to "pause" a subscription and I believe after a certain amount of time that an account is cancelled the data will eventually be deleted.

    I'm happy to get a ticket created on your behalf so you can discuss this further with your account manager.

    Let me know!

    1
  • VICENTE GONZALEZ

    i received confirmation that my request not to renew was received. Why do i still have to go through all of this?

    And I want to cancel the account!

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  • Dave Dyson
    Zendesk Community Manager

    Hi Vicente –

    I'm sorry you're having a frustrating experience with this – I'm following up with the agent you chatted with earlier.

    Can you let us know the subdomain of the Zendesk account you're wanting to be canceled? If you're not sure, here's how to find that out: Where can I find my Zendesk subdomain?

    1
  • NSW Club

    I am trying to cancel our account as people are not using this facility.   I sent a request to Zendesk Support.  13 days later, I still haven't received a response.     I am trying to cancel our account through our logon but the process keep me going around in circles.  There is NO simple way to cancel our account, which by law there must be.  

    I just sent another email to support stating that we will decline any future credit card charges.  IS this the only way to get our request actioned ?      Very frustrating ! 

    1
  • Beau P.
    Zendesk Customer Care

    Hello,

    Sorry for the frustration here, I've located and noted your open ticket with our Sales team regarding your cancellation request and asked that they follow-up with you ASAP.

    Beau | Customer Advocate

    Ask our Zendesk Community

    1
  • Maciej Gruszka

    I do not have this "Remove product or cancel account" option at all. Your workers on Chat do not want to help me. You are not replying to emails. I want to cancel the subscription immediately. Please contact me in this matter urgently. 

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  • Brett Bowser
    Zendesk Community Manager
    Hey Maciej, 

    Sorry to hear you're unable to cancel your account on your end. It looks like you have an assisted account so I will get a ticket sent over to your Account Manager so they can work with you further to get this resolved.
     
    Appreciate you taking the time to share this with us and you should receive a follow-up email shortly.
     
    Cheers!
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  • Mimi Liu

    Also looking to cancel and running into roadblocks. 

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  • Brett Bowser
    Zendesk Community Manager
    Hey Mimi,

    I've gone ahead and created a ticket on your behalf as well so our Customer Care team can look into this further.
     
    Appreciate you bringing this to our attention! 
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  • Tully Nissenson

    Hello, This is very frustration, our subscription ends on February 1st, we received an email that if we want to make changes on the subscription we need to do it at least 30 days in advance. However, when we want to cancel the account it says that the account will be cancel immediately. 

    We'd like to keep the subscription till the end of it, but not continue it. 

    So WHAT are we supposed to do exactly?

    I am in contact with someone from your team, but can't get a clear answer.

    Please Help.

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  • Jason Schaeffer
    Zendesk Customer Care
    Hi Maciej,
     
    Thank you for contacting the Zendesk Support Advocacy team. My name is
    Jason​ and I'll be assisting you today.
     
    From what I can see the account has already been cancelled for the behemoth-webstore Subdomain you are the Account Owner for. Was there a different domain you were inquiring about? The 30 day notice is for what we call "Assisted" Accounts, meaning Zendesk needs to cancel it on your behalf. For self service accounts they can generally be cancelled up to the day of their renewal. 

    If you have any questions for me please let me know. Otherwise have a great weekend.
     
    Thank you!
    0
  • Naliza Syahrina

    I want to cancel my subscription as soon as possible. Please help. My ticket hasn't been answered yet.

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  • Brett Bowser
    Zendesk Community Manager
    Hey Naliza,
     
    Thanks for bringing this to our attention! I'm going to follow up with your account manager so they can reach out to you regarding your account cancelation.
     
    Cheers!
    0
  • Joanne

    Hi

    We pay annually and if we need to cancel our account will be be reimbursed for the unused time we have already paid for in advance? 

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  • Jason Schaeffer
    Zendesk Customer Care
    Hi Joanne,
     
    We are unable to offer refunds for canceled accounts so we recommend canceling your account close to the next billing cycle. This will also give you time to migrate data or tie up any loose ends.

    There is more information below regarding our Billing Policies:

    Billing-FAQ-and-resources

    I hope that helps!
     
     


     
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  • Joanne

    Hi Jason,

    The link you provided does not work, can you resupply this please.

     

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  • Jason Schaeffer
    Zendesk Customer Care
    Hi Joanne,

    Apologies, please try the below and let me know if it works ok for you.

    https://support.zendesk.com/hc/en-us/articles/4408839289498-Billing-FAQ-and-resources

    Thanks!
    0

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