This topic contains resources to answer commonly-asked billing questions such as how to request an invoice, how to change credit card information, or how to change the billing address.
This article covers the following topics related to customer billing:
- Account suspension
- Buying products
- Cancelling an account
- Account owner
For questions about viewing invoices, downloading invoices, changing the invoice address, updating the billing contact list, or Zendesk wire transfer details, refer to these articles:
For questions about managing payments, changing your payment method, changing payment currency, updating your credit card information, and trouble shooting credit card issues, refer to these articles:
For questions about adding new Zendesk products, comparing plan options, upgrading your plan type, picking a billing cycle, or purchasing product add-ons, refer to these articles:
Cancelling an account
You must be the account owner to cancel an account. For questions about cancelling your account, refer to these articles:
For questions about how to change your account owner, find the owner of your account, or change the account owner when the current owner is no longer available, refer to these articles:
Hi Support team,
Could we revert the payment? The situation is that we want to adjust our subscription plan and we have waited for our Account executive to reply. Unfortunately, we still hasn’t received any reply for more than a week. As the payment due date is approaching, our colleague did make the payment first for fear that our account would be suspended. We will continue using Zendesk but we would to off load one of the products. What should I do now?
Unfortunately, this can only be addressed by your Account Executive. I'm sorry to hear that you haven't received any updates yet. I highly suggest that you contact our Support Team so they can make a follow-up on your behalf.
Zendesk support is horrible. I have been trying to reach someone at Zendesk for 10 days now, I emailed support and got a message to use messenger, when I tried that it said it was not working. No one replies to email, no one replies to chat. I was charged for a subscription that I do not have and when I tried to login to the account it says I have, using my email, it says I don't have an account. All I want is my money back, without having to file a chargeback with my credit card company. So, how on earth do I reach someone?
We got charged even if we canceled the account already. I would like to get our money back without going through a Chargeback with the bank.
Shocking experience. I have also tried to cancel my account and the ticket I logged with you magically disappeared after 5 days! Unfortunately for you, I have the emails which related to that ticket, so I have opened a new one and also escalated to your legal team. I will reject and dispute all charges to my card after the billing date in January 2023 which you are forcing me to pay even if I have given you over 45 days of notice. This is the most appalling experience I've had with any subscription software, ever.
Thanks for bringing this to our attention and I do apologize for any inconvenience this has caused you! I tracked down the ticket you have open with our Finance team and they are looking into processing your cancellation request.
If you don't hear back from them soon please let me know!
I've only been told to contact the finance team, but I can't reach them
The payment was made with my card registered in the process of changing the option
I would like to cancel it asap,
Its been a very frustrating time from the start and all I need now is to cancel.
I'm asking because it seems like you're responding quickly
I can see that your ticket is with our finance team and they will reach out as soon as they can. Apologies for any inconvenience this has caused you!
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