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
Lisa Kelly
Thanks, Anna. Unfortunately, I can't help with individual accounts or make changes to them. Looking at your ticket, it says your request is being processed and that Zendesk sent you an email yesterday. You might want to check your spam inbox.
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Musha
This is a complete lie. There is no self-service to cancel the subscription. I've tried to cancel it multiple times and Zendesk support got back me weeks later and said I have to wait nearly 2 months to cancel it. I need to cancel the subscription and get a refund for the fees you unfairly charged me. It's extremely scummy for Zendesk to hold their client for ransom. Shame on you Zendesk
0
SYNCSCALE
Hi there,
Its been awhile since I using the zendesk services, recently it did a auto payment for the subscription but if I need to cancel my subscription will there be any refund of the balance from my recent auto-payment?
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Lee Wilkinson
We are still waiting after 6 month for our account to be cancelled. This can only be done by an account manager
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Brett Bowser
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AgriDigital
I have started cancellation process by contacting support last friday (9 June 2023) and no reply to my request until today (13 June 2023).
I will be upset if I have to wait 6 months to cancel our account. Please help to escalate.
0
Brett Bowser
I was able to look at your account and I see you currently have a ticket open with our Renewals team to get this addressed. They will follow up with you as soon as they can to get your account canceled on their end.
If you still don't hear back from them in the near future please let me know and I will dig into this further.
Thanks!
0
Scott Brown
Trash Renewal System and Policy- would not recommend annual plans. No notice that the plan is auto renewing. Cannot change until 30days prior. Quite terrible customer service.
Thanks.
1
Andrea Carlson
My company used the Zendesk platform for a few years. I requested to cancel my subscription on 4/26/2023. After three inquiries, I was told by Marvin at Zendesk Support that it would not renew on 6/8/2023. It did end up renewing, and my credit card on file was charged $6400.00 (you cannot remove your payment information or cancel your subscription via your Zendesk account).
I have since requested a refund and that my account be canceled at least another 3-4 times and have not received a reply. Just a few days ago, I had another Zendesk charge for $1.00. We have not used Zendesk since the beginning of May 2023 but I cannot seem to have anyone cancel my account, refund me the charges that were not authorized or receive a reply at all from this company.
Due to this remarkably difficult experience, I will not be recommending this platform to any other businesses. I have disputed the charges with my credit card company; however, Zendesk still has the ability to charge my credit card. This type of business practice is fraudulent.
My next action will be to inform the Attorney General, file a complaint with the BBB, get a credit card replacement in which the subscription cannot transfer over, and if the charges persist, I will work toward legal action. This thread is proof that Zendesk makes it purposely difficult for those trying to exit their platform, holding onto payment information and refusing to assist companies wanting to move away from their platform.
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Brett Bowser
I'm so sorry to hear about your experience with canceling your account with us and I absolutely understand your frustration here. I just wanted to follow up with you here and let you know that I'm working internally with our teams get a response back out to you as soon as possible and ensure that your account is indeed canceled (including issuing a refund).
It's always tough when these situations come up but I can promise you that there are no ill intentions here and I will do whatever I can on my end to make your experience with us better.
If there's anything else I can help with in the meantime please let me know!
0
Antônio Carlos
quero cancelar minha conta por favor
0
Lisa Kelly
Hello Antonio
Contactar con atención al cliente de Zendesk
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,
I see you currently have a ticket open with our Finance team, you should be hearing from them shortly. Thanks for your patience!
0
Lisa Kelly
Hi Juice Support
![](/hc/user_images/01HCN5QCDP24THXQMDZG9ZGJRC.png)
This is an article about how to cancel products and accounts, so I'm not sure what you are trying to do here. The New label only shows up if your account is eligible to purchase a new feature. See example below.
Since I'm not sure what you are trying to do, I recommend contacting Zendesk Customer Support so they can help you.
0
ExtensionWorks
I am trying to cancel my Zendesk account, I am the account owner and I do not have a Cancel button anywhere?
I have spent 2 days going through all the documentation including the information provided in the article and there is no 'Cancel' anywhere in my account.
A summary of your current plan appears.
A list of products you can cancel appears. Your choices vary depending on which products you have in your account.
You can choose one or more products to cancel. The products you select appear in the Cancellation summary with a description of when the current billing cycle ends.
From what has been submitted in the comments on this article it looks like it going to be a long ride to try and cancel this account.
1
Brett Bowser
I checked on the ticket you have open with us and it looks like our Finance team followed up with you earlier this morning to confirm that your account has been canceled as of 11/26. If there's anything else we can help with please let us know.
Cheers!
0
Lisa Kelly
Hello ExtensionWorks,
If you don't see a "Cancel" in your account, you probably don't have a self-service account that allows you to cancel from the Subscription page. See this note at the beginning of the article:
Note: If you have a Zendesk sales-assisted (managed) account instead of a self-service account, contact your Zendesk Sales Representative to cancel products from your subscription or to cancel your account.
Also, from Brett's posting above, it looks like your cancellation is already complete.
0
Clifton Smith
the cancellation process is simply too complicated. look at the previous posts are you not working to simplify this. Normally i would just cancel the Direct Debit but actually i cant do that as it is set up on card payment.
0
Brett Bowser
Sorry to hear that you want to cancel your account with and for any confusion our documentation has caused. I was able to check on the ticket you have open and it looks like our Finance team was able to cancel your account and provided some steps to export any data beforehand.
If you have any other questions please let me know!
0
Brittney Stacey
I need a manger to CALL ME not send a generic response ticket about canceling our account. I have been sent in circles via tickets and no one as called me at all! After our account manger (who apparently knows nothing , cannot do much etc..) submitted a request to a manger and stated they would be in touch! I then get a generic response stating that we cannot non renew our contract even though I had no access to the account! This entire process is horrible and predatory. Sending notices to someone who was not even listed as a billing manger and not even a notice to the account owner. Our account owner left the company and I tried many times to submit request after request to gain access to our account with silence from Zendesk. I could not access our account to change subscription settings AT ALL as I am not the owner and no one would could help to fix it. After work with my IT we reset the password and gained access to the account to change the owner. I then learn I do not have the ability to change the account because we are on legacy and we need to contact customer support to notify them. I also called our account manger (which changes I feel like monthly) to let him know of the situation and to also ask for an extension so we can figure out what are next steps are and he was told simply no to all my requests.
At this point we will not be renewing at all! I need someone to call us to help remedy this situation this the horrible customer service and predatory tactics.
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