Billing FAQ and resources

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  • Kennis So

    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?

    Thank you!


  • Cheeny Aban
    Zendesk Customer Care

    Hi Kennis,

    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.


  • David R. Englert

    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?

  • Xiryll Matthew De Guzman

    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.

  • Anna Cicognani

    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.

  • Brett Bowser
    Zendesk Community Manager
    Hey Anna,

    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!
  • 유주봉

    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.

    @Brett Bowser

    I'm asking because it seems like you're responding quickly


  • Kacey Zeccola
    Zendesk Community Manager

    Hi 유주봉,

    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! 

  • Marian L.

    Kacey Zeccola, why haven't I received a response from your renewal team? It's frustrating that I have to meet a deadline to renew, and I need someone to get back to me. It should be a simple matter.

    Thank you! The ticket we submitted is #11611474 and 11611803

  • Brett Bowser
    Zendesk Community Manager
    Hey Marian,
    I did some digging on my end and it looks like our Renewals team replied to you in the following ticket: #11444733
    Can you confirm you received their response?

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