Announcing the discontinuation of some older Zendesk plans

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  • Lisa Kelly
    Zendesk Documentation Team

    This article was updated to reflect a change for the dates and details associated with this change

  • Pankaj Agrawal

    I am a very very old customer, and today my card got charged at the rate of 36 times of my current plan pricing. No emails, no notification, no information. And, this change came in the middle of my current subscription as a pro-rata new year surprise penalty. I was already paid through May 2023. 

    I hope it was a technical issue and I will get refunded. Also hope you keep the promise of keeping the pricing same for old customers. 

    All the best for new development and progress. 

  • clickbooq support

    I am also on a legacy Plan and rec'd the upgrade notice. But the notice stated no changes to pricing and the upgrade wouldn't occur until Feb 2023. But today my plan was changed and I was charged under the new plan rates.

    I contacted ZD support and they responded that this was an error on their end and they would be correcting the problem and issuing refunds. 

  • Carlos Quintero


    I am an old customer of Zendesk Support Starter. The Starter plan included Zendesk Help Center (see your pfd of specs here:, that was later renamed to Zendesk Guide Lite, which currently I use (and appears as Guide Legacy with zero cost at my Admin Center).

    Now you are upgrading me from Zendesk Support Starter to Zendesk Support Team, but the Team plan doesn't include Help Center (it is available for purchase).

    So my question is:

    After upgrading me from Zendesk Support Starter to Zendesk Support Team, will I lose the Help Center / Guide Lite that I am using?


  • Julian Bartlett

    Thank you so much for raising this. We did experience a technical error on our end that may have caused the issue you are referring to. I'm so sorry for any confusion or alarm this caused. The issue has been resolved and our teams are working to process the adjustments. Your cost will not change as a result of the upcoming plan switchover set for February 11, 2023. Please reach out to our support team with any further questions regarding billing for your account.

  • Anne Ronalter
    Zendesk Customer Care

    here you can find more details on Contacting Zendesk Customer Support.

    Please do not hesitate to contact us for billing questions.
  • Mike Hartley

    Like many of your other customers, I am on a legacy starter plan. On January 13th I received notification of a "successful payment" of over 10x my annual contract value - taken mid-term. As I am based in the UK, my bank charged FX fees on every $/£ transaction i.e. when you took the money from me and then again when you repaid it, 5 hours later.  Because my annual subscription is small, these charges amounted to over 50% of my annual subscription costs. Have you thought of an equitable way to make amends for this oversight?

  • Brett Bowser
    Zendesk Community Manager
    Hey Mike,

    I'm going to create a ticket on your behalf so our Customer Care and Finance team can look into this with you.
    You'll receive an email shortly stating your ticket has been created. Thanks for bringing this to our attention!

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