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Canceling products and accounts



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Lisa Kelly

Zendesk Documentation Team

Edited Jan 13, 2025


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81 comments

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Lisa Kelly

Zendesk Documentation Team

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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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 

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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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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

Zendesk Community Manager

Hey Syncscale and Lee, it looks like you both have tickets open with our Finance team regarding your accounts. I can confirm they are looking into your requests and will follow up with you via email. Thanks for bringing this to our attention!

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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.

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Brett Bowser

Zendesk Community Manager

Hey AgriDigital,
 
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!

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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.

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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

Zendesk Community Manager

Hey Andrea,

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!

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quero cancelar minha conta por favor

 

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Lisa Kelly

Zendesk Documentation Team

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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? 

 

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Kacey Zeccola

Zendesk Community Manager

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!

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Lisa Kelly

Zendesk Documentation Team

Hi Juice Support
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. 

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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.

  1. In Admin Center, click Account in the sidebar, then select Billing > Subscription.

    A summary of your current plan appears.

  2. 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.

       

    A list of products you can cancel appears. Your choices vary depending on which products you have in your account.

  3. 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 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.

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Brett Bowser

Zendesk Community Manager

Hey ExtensionWorks,

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!

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Lisa Kelly

Zendesk Documentation Team

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. 

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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. 

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Brett Bowser

Zendesk Community Manager

Hey Stephaine,
 
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!

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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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