Cancelling products and accounts

Fastpath: Admin Center > Account > Billing > Subscription

A Zendesk account can include multiple products. For example, you might have an account that includes subscriptions to Support, Help center with Guide, Live chat and messaging with Chat, and Sell. This topic describes how to cancel individual products from your subscriptions or how to cancel an entire account.

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.

This article contains the following sections:

• About cancelling products and accounts
• Cancelling products from your subscription
• Restoring a product to your subscription
• Cancelling an account

About cancelling products and accounts

Zendesk self-service customers who are account owners can cancel individual products from a subscription without cancelling 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. 

The following are some dependencies that occur when you cancel:

• 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. You will receive a warning message before continuing. This restriction does not apply for new multi-product accounts created after Oct 7, 2020.
• The procedure for cancelling a Chat subscription depends on how your Chat account was created and how it is integrated with Support. For information, see Cancel Zendesk Chat. New Chat accounts created after Oct 7, 2020 are all Chat Phase 4.

Cancelling 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 cancelling a product, see Updating agent seats for more information.

To cancel a product from your subscription

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.

   

4. When you’ve finished selecting products to cancel, click Continue.

   A cancellation summary and survey appears.

5. Select the reason you’re cancelling, 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.

Cancelling 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 is deleted. 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.

Note: This procedure works for most Zendesk accounts, except Legacy Chat and Legacy Sell. For information on cancelling a Legacy account, see Cancel Zendesk Chat or Cancelling your Sell account.

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.

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

     

3. 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.

   

4. Click Cancel account to confirm the cancellation.

   A cancellation survey appears.

5. Select the reason you’re cancelling, then confirm the cancellation.