This article contains the following sections:
About canceling products and accounts
Zendesk self-service customers who are account owners can cancel individual products from a subscription without canceling the entire Zendesk account. Pricing adjustments for product cancellations are effective at the end of the current billing cycle. Zendesk account owners can also cancel their entire account. Account and product cancellations are subject to the Zendesk Main Services Agreement. Billing admins cannot cancel products or accounts.
- Some self-service customers must contact Zendesk Customer Support to cancel products and accounts. In
this case, you'll see this message when you open the Cancellations page.
- For simplified pricing and packaging (SPP) accounts, you cannot cancel individual products in a Zendesk Suite account, but you can contact Zendesk Customer Support to downgrade to a Support-only account.
- For Zendesk Support Suite legacy accounts, when you cancel one or more products in an account, the Support Suite price no longer applies. Standard individual product pricing applies for the remaining products in your subscription. You will receive a warning message before continuing.
- Unlike other products, removing Support or Chat might also cancel your Zendesk account because these are Tier 1 products that set the foundation for your other products. If this is the case, you will receive a warning message before continuing.
- The procedure for canceling a Chat subscription depends on how your Chat account was created and how it is integrated with Support. For information, see Cancel Zendesk Chat.
Canceling products from your subscription
If your plan includes multiple products, you can cancel individual products from your subscription. You must be the account owner with a self-service account to cancel products. If you prefer to remove agent seats instead of canceling a product, see Updating agent seats for more information.
To cancel a product from your subscription
-
In Admin Center, click
Account in the sidebar, then select Billing > Subscription.
A summary of your current plan appears.
- Start the cancellation:
- For newer accounts, click Manage to manage your subscription, then click
Remove products or cancel account at the bottom of the Manage subscription
page.
- For legacy accounts, click Cancellations at the bottom of the Subscription
page. You don’t need to click Manage first to see the Cancellations
link.
- If you can access the Subscription page, but the Manage button is missing, you may need to settle pending payments first before canceling. Contact Zendesk Sales for help.
A list of products you can cancel appears. Your choices vary depending on which products you have in your account.
- For newer accounts, click Manage to manage your subscription, then click
Remove products or cancel account at the bottom of the Manage subscription
page.
- Click Remove to select the products you want to cancel.
You can choose one or more products to cancel. The products you select appear in the Cancellation summary.
- When you’ve finished selecting products to cancel, click Continue.
A cancellation summary and survey appears.
- Select the reason you’re canceling, then click Confirm cancellations.
Product cancellation is not immediate. When you cancel a product, the subscription is active until the end of your next billing cycle.
Restoring a product to your subscription
If you cancel a product, then change your mind, you can restore the product to your subscription before the current billing cycle ends. Contact your Zendesk Sales Representative or Zendesk Customer Support for more information.
Canceling an account
In some cases, you may want to cancel your entire Zendesk account. You must be the account owner to cancel the account. After an account is cancelled, you can no longer sign in to your account and your account data will be deleted in accordance with the Service Data Deletion Policy. You won't be able to access your tickets or lead data, user information, channels, business rules, or any other settings as applicable to your subscription.
If you cancel in the middle of a billing cycle, you can continue to use the account until your billing cycle ends. After your billing cycle ends, the cancellation takes effect.
To cancel an account
This procedure describes how to cancel an account you have purchased. To cancel a trial account, Zendesk recommends letting the trial expire. If you want to cancel a trial before it expires, contact Zendesk Customer Support.
- In Admin Center, click
Account in the sidebar, then select Billing > Subscription.
- Start the cancellation:
- For newer accounts, click Manage to manage your subscription, then click
Remove products or cancel account at the bottom of the Manage subscription
page.
- For legacy accounts, click Cancellations at the bottom of the Subscription
page. You don’t need to click Manage first to see the Cancellations
link.
- For newer accounts, click Manage to manage your subscription, then click
Remove products or cancel account at the bottom of the Manage subscription
page.
- At the bottom of the page, click Cancel account.
A message appears asking you to confirm the cancellation and tells you when the cancellation will take effect.
- Click Cancel account to confirm the cancellation.
A cancellation survey appears.
- Select the reason you’re canceling, then confirm the cancellation.
Cancellation notice
You must notify Zendesk at least 30 days prior to the end of your subscription term of your intent to cancel your Zendesk account, as required under the Main Services Agreement. For self-service customers, notice is deemed given when you cancel in Admin Center. All other customers must contact Zendesk Customer Support.
81 comments
Aurélie Orthographiq
Au moment de souscrire, j'ai demandé s'il y avait un préavis si je souhaitais supprimer mon compte et on m'a assuré qu'il n'y en avait pas et que je pouvais résilier mon abonnement au cours d'un cycle.
Je veux supprimer mon compte, mais je n'ai pas les boutons indiqués dans cet article
Par ailleurs, lorsque je contacte le chat, on m'indique à chaque fois que je serai à nouveau prélevée à la fin du mois, car il y a un préavis de 30 jours.
J'ai contacté le Support plusieurs fois ces 10 derniers jours et personne ne me répond concernant ce préavis dont j'apprends l'existence alors qu'on m'avait assuré qu'il n'y en aurait pas. Je souhaite supprimer mon compte immédiatement, sans payer un mois supplémentaire.
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Andre Olmos
I am having a similar issue to post above with not being able to cancel my subscription services . I have sent numerous tickets to the support team with no response! This is very frustrating that this big of an organization does not have an easy way to cancel my subscriptions.
Please help with cancelling my subscriptions as I do not use the services anymore and my account does not show the option to cancel my services in any admin center.
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Ведущий специалист
help me
0
Amelia valecillos
Tengo un mes con este problema hay que formalizar una denuncia
0
Sam
It's extremely frustrating to have to reach out on a help doc to actually get someone to notice. As others have mentioned above, I've been trying to cancel our Zendesk account and can not get anyone to respond. The "chat team" won't cancel it, my "Account Manager" has been MIA since we signed up. Now to top it all, we've been charged for another month when I've been trying to cancel for the last two weeks. Can someone please just cancel our account and refund us?
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Tuyen Local
hola buenos dias, queremos cancelar una cuenta de zopim chat y no nos deja, no podemos ni ingresar, hace mas de 1 año que no lo usamos y nos siguen cobrando. Preciso ayuda, es una estafa esto
gracias
0
Anita hintz
I am running into issues, trying to cancel my account but am not getting a response from anyone. No one seems able or willing to help.
I followed the instructions but there is no option to cancel within my account. Please reach out ASAP.
0
Brett Bowser
I was able to track down and bump the priority of your ticket you have open with our Sales team. They will follow up with you as soon as possible.
Thanks for bringing this to our attention!
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Trystan Snyder
Similar issue cancelling here, been trying to get a response and have received radio silence until today I was informed about the 30 day window and 'potential fees'
Nothing from our rep and every avenue in the portal redirects to a seemingly non-existent support team.
Sales is the only department picking up tickets.
0
Dave Dyson
0
Support
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Brett Bowser
Thanks for bringing this to our attention! I've reached out internally and bumped the priority of your ticket so we can get someone to follow up with you sooner.
You should hear back from someone shortly but do let us know if you still haven't received a response.
Cheers!
0
Support
Hi, Brett:
We still haven't received any response. The chat feature has been assigned to incorrect subdomain account for more than 3 weeks. Can we have a phone number to call to solve the issue asap?
0
Brett Bowser
I reached out to your AE and it looks like they followed up with you via email.
Let me know if you have any other questions!
0
Andre Olmos
Hello,
I need help cancelling my subscription. I got in contact with your support team and they stated my case would be escalated to AE. However, I have not heard a response from them in the last two weeks. Please help me get in contact with someone, I have been getting billed for like last 6 months for a service my company does not need.
0
Dave Dyson
1
Andre Olmos
Thank you Dave.
0
Carla Casimiro
Olá eu não estou a conseguir fazer o cancelamento, . Tá complicado. Please help me to cancel my subscription
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Carla Casimiro
I need help cancelling my subscription. I got in contact with your support team and they stated my case would be escalated to AE. However, I have not heard a response from them in the last two weeks. Please help me get in contact with someone, I have been getting billed for like last 6 months for a service my company does not need.
0
Brett Bowser
I was able to track down your ticket and it looks like one of our agents responded with instructions on how to cancel your Chat account. It looks like you're on a self-service account so the owner of your Chat account should be able to cancel on their end. I hope this helps point you in the right direction.
If you do run into any issues please let us know!
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Carla Casimiro
Please help me
0
Shimadzu Customer Service
I want to downgrade my plan!
There was no notification and updates and the renewal of my subscription! Not to mention there was a price increase! I am appalled by this and I have been asking for 2 weeks to downgrade my plan since the day I received the renewal invoice but nobody has resolve this other than your customer support people keep rerouting the ticket and using "copy and paste" templates!
I will not be paying as I was not notified of the renewal and the price increase!
0
Brett Bowser
Sorry to hear you're experiencing issues with your account. I'll do what I can to help on my end of course but these types of issues typically need to be handled internally by our Finance team.
I was able to take a look at your account and your Finance team currently has your ticket assigned over to them.
They will follow up with you as soon as they can to get you all taken care of.
Thanks for bringing this to our attention!
0
Shimadzu Customer Service
Hi Brett,
As of today 4th Nov, the situation has remained the same as it was 3 weeks ago when I first raised this issue.
I need to speak to someone who can do something about it instead of just replying me the standard typical customer service templates.
This is very frustrating and disappointing.
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Shimadzu Customer Service
It is 8th Nov. No one from Zendesk has contacted me and the issue has been pending since more than 3 weeks ago.
All is required is to downgrade my plan and update the invoice accordingly.
By dragging this you are delaying everything else such as the correct payment.
This is very frustrating and disappointing coming from a company like Zendesk.
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Lee Wilkinson
How do we cancel support
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Lisa Kelly
Hi Lee,
Do you want to cancel your entire account, or cancel the Support product in your account? In most cases, you can't cancel Support without cancelling your entire account.
You must be the account owner to cancel Zendesk products and accounts.
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Anna Cicognani
For the record, there is no option to cancel the subscription - and yes I am the account owner and the billing contact. Please contact me urgently as I need this resolved, thank you in advance, Rohit Pillai and Lisa Kelly.
0
Lisa Kelly
Hi Anna,
![](/hc/user_images/HKCpIiBSYEcQVrXK-4agTg.png)
I'm sorry you're having trouble. You must have a Zendesk self-service account to cancel products and accounts from the Subscription interface. Judging by the screen capture you included, it looks like you have an online-assisted account, not a self-service account. (See below.) In that case, you must contact Zendesk Customer Support to make cancellations.
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Anna Cicognani
Thank you Lisa Kelly - the issue is that I have contacted your support desk, but I am getting no replies (and my first ticket - 11027789 - was deleted completely at your end - very strange!). I logged a 2nd one (11047407), but I am getting nowhere... I appreciate you being so responsive BTW!
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