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About cancelling products and accounts
亚博self-servicecustomers who areaccount owners每个产品可以取消订阅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 ZendeskMain Services Agreement.Billing adminscannot cancel products or accounts.
- Some self-service customers must contactZendesk Customer Supportto 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 contactZendesk Customer Supportto 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, seeCancel 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 theaccount ownerwith a self-service account to cancel products. If you prefer to remove agent seats instead of cancelling a product, seeUpdating agent seatsfor more information.
To cancel a product from your subscription
- InAdmin Center, click
Accountin the sidebar, then selectBilling > Subscription.A summary of your current plan appears.
- Start the cancellation:
- For newer accounts, clickManageto manage your subscription, then clickRemove products or cancel accountat the bottom of the Manage subscription page.
- For legacy accounts, clickCancellationsat the bottom of the Subscription page. You don’t need to clickManagefirst to see theCancellationslink.
A list of products you can cancel appears. Your choices vary depending on which products you have in your account.
- For newer accounts, clickManageto manage your subscription, then clickRemove products or cancel accountat the bottom of the Manage subscription page.
- ClickRemoveto select the products you want to cancel.
You can choose one or more products to cancel. The products you select appear in theCancellation summarywith a description of when the current billing cycle ends.
- When you’ve finished selecting products to cancel, clickContinue.
A cancellation summary and survey appears.
- Select the reason you’re cancelling, then clickConfirm 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 subscriptionbeforethe current billing cycle ends. Contact yourZendesk Sales RepresentativeorZendesk Customer Supportfor more information.
Cancelling an account
In some cases, you may want to cancel your entire Zendesk account. You must be theaccount ownerto 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.
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, contactZendesk Customer Support.
- InAdmin Center, clickAccountin the sidebar, then selectBilling > Subscription.
- Start the cancellation:
- For newer accounts, clickManageto manage your subscription, then clickRemove products or cancel accountat the bottom of the Manage subscription page.
- For legacy accounts, clickCancellationsat the bottom of the Subscription page. You don’t need to clickManagefirst to see theCancellationslink.
- For newer accounts, clickManageto manage your subscription, then clickRemove products or cancel accountat the bottom of the Manage subscription page.
- At the bottom of the page, clickCancel account.
A message appears asking you to confirm the cancellation and tells you when the cancellation will take effect.
- ClickCancel accountto confirm the cancellation.
A cancellation survey appears.
- Select the reason you’re cancelling, then confirm the cancellation.
70 Comments
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If I cancel my zendesk help centre, and then reactivate it in say 6 months time, will all of my articles be restored? If not, is there a possibility of pausing subscriptions due to business modifications?
Hey Genevieve,
That's something your account manager would need to discuss with you. I'm not aware of a way to "pause" a subscription and I believe after a certain amount of time that an account is cancelled the data will eventually be deleted.
我happy to get a ticket created on your behalf so you can discuss this further with your account manager.
Let me know!
i received confirmation that my request not to renew was received. Why do i still have to go through all of this?
And I want to cancel the account!
Hi Vicente –
我sorry you're having a frustrating experience with this – I'm following up with the agent you chatted with earlier.
Can you let us know the subdomain of the Zendesk account you're wanting to be canceled? If you're not sure, here's how to find that out:Where can I find my Zendesk subdomain?
Also looking to cancel and running into roadblocks.
I've gone ahead and created a ticket on your behalf as well so our Customer Care team can look into this further.
Appreciate you bringing this to our attention!
Hello, This is very frustration, our subscription ends on February 1st, we received an email that if we want to make changes on the subscription we need to do it at least 30 days in advance. However, when we want to cancel the account it says that the account will be cancel immediately.
We'd like to keep the subscription till the end of it, but not continue it.
So WHAT are we supposed to do exactly?
I am in contact with someone from your team, but can't get a clear answer.
Please Help.
Thank you for contacting the Zendesk Support Advocacy team. My name is
Jason and I'll be assisting you today.
From what I can see the account has already been cancelled for thebehemoth-webstore Subdomain you are the Account Owner for. Was there a different domain you were inquiring about? The 30 day notice is for what we call "Assisted" Accounts, meaning Zendesk needs to cancel it on your behalf. For self service accounts they can generally be cancelled up to the day of their renewal.
If you have any questions for me please let me know. Otherwise have a great weekend.
Thank you!
I want to cancel my subscription as soon as possible. Please help. My ticket hasn't been answered yet.
谢谢你将我们的注意力!我going to follow up with your account manager so they can reach out to you regarding your account cancelation.
Cheers!
Hi
We pay annually and if we need to cancel our account will be be reimbursed for the unused time we have already paid for in advance?
我们不能取消accoun退款ts so we recommend canceling your account close to the next billing cycle. This will also give you time to migrate data or tie up any loose ends.
There is more information below regarding our Billing Policies:
Billing-FAQ-and-resources
I hope that helps!
Hi Jason,
The link you provided does not work, can you resupply this please.
Apologies, please try the below and let me know if it works ok for you.
https://support.zendesk.com/hc/en-us/articles/4408839289498-Billing-FAQ-and-resources
Thanks!
I have been struggling for months trying to cancel only some specific products from renewing in my account and the Live Chat support hasn't been helpful at all. Before switching to a new tool when my subscription expires, I want to give the Customer Care service one last chance.
My current situation:
What I want to achieve on renewal (now due on 14th Feb)
The problem is the following:
It should be a very easy process, but the truth is, it isn't at all. And I work in the IT!
When speaking with your customer support over live chat, I was initially told I couldn't speak with anybody through the phone. After insisting, they changed their mind, claiming I would be called back from a Manager. As it stands now, I haven't received any call back.
I believe you already know what my e-mail address is, so if you want to get this sorted, I look forward to receiving an email from your Manager advising how can I just keep 4 ZenDesk Support seats and completely delete my ZenDesk Sell account on renewal without incurring in any further unnecessary costs.
Many thanks.
Thanks for bringing this to our attention regarding your account changes you'd like to make.
It's odd that you haven't heard back yet so I'm going to create a ticket on your behalf to see if we can get this sorted out.
You'll receive an email shortly stating your ticket has been created.
Feel free to reply back to that email with any other information you'd like to share.
Cheers!
Nothing else to share Brett - just desperately looking for an answer! Thank you.
Hi Brett,
Just posting here again because I want everyone to see what even a semi-expert user like me has to go through to get such a simple problem sorted.
FYI - I've already spoken with other ticket software's support teams, so I already made up my mind and will disable my Zendesk account when my subscription is over.
Anyway, to give you an update: you opened a ticket for me. Then this is what I got:
Funny, right? You opened the ticket yourself! Says a lot about the quality of your organisation, which I believe really is the problem here. You guys have just lost easy £700-£1000 per year if not more, but why do you care! I'm just a small fish in a big sea.
Needless to say, when I first raised this issue at the start of December, I haven't even seen theghostof an Account Executive. Nothing. Nada. Not a call, not an email, only apologies.DECEMBER!
To everyone else out there:if you are reading this, stayaway from ZenDesk and their entire suite! They will just grab your money and offer no support at all. The phone numbers they have on their website do not work. It's all about the live chat team, which unfortunately is very limited and clearly doesn't work.
I have had several chats with their team during the past two months and it has been an absolute mess. I don't even know how many tickets I have with them, how many have been merged... I just know one thing: they NEVER follow-up!
Please, if you do feel about the same about the quality of their support, help meupvotingthis post so that it can get more attention.
Hey Marcello,
Thanks for reporting back here and I do apologize for the delayed response from our team. I've reached out to our Account Manager to inform them of what's going here so that they can follow up with you.
This is definitely not intended behavior when contacting our support team and this is something we're addressing internally. Can you confirm that your AE has reached out to you via email to discuss this further?
Let me know as I'm happy to assist further on my end if at all possible.
Thanks!
Hi Brett,
Yes, I can confirm that our AE has reached out to us and will proceed to get this sorted manually, she should be in touch with me by tomorrow.
Thanks
I am sending this message just to update the community out there, because I want as many people as possible to see what a disaster the experience with Zendesk is. This is the only reason; I lost all hope and trust towards the Zendesk team.
To continue the story: I was contacted by a new account executive, who was actually very kind and nice and apologised unreservedly for what happened. She then passed the case to the renewals team on the 7th of February, and told me I would be contacted by them "shortly".
Guess what?
No other contacts since then.The 14th of February (my renewal date) has passed, my account wasnever manually updated as I was promised by the Account Executive, nor I was ever contacted at all.
And as I expected, I just received my renewal invoice for theWRONGamount - to understand why the amount was incorrect, see a few posts above with the complete explanation.
Thankfully, Zendesk's misleading practice and absolutely non-existent customer supportlost their battle,because I called American Express yesterday and asked them to block any charge from them. They didn't get any money ;)
Ihave then proceeded to send an email to my account executive with my renewal conditions(still waiting for an answer), which of course include due compensation.
I have video proof and detailed records of everything that has happened as a precautionary measure and will be considering legal action going forward.
HeyMarcello Silvestri,
我sure you're tired of hearing apologies regarding your experience with making account changes but do know that this is not the intended experience we want you to have.
I've reached out to some of my colleagues internally to make sure you're getting taken care of. From what I was able to track down, it looks like someone from our finance team reached back out to you earlier this morning to get your account corrected and is waiting to hear back from you regarding some steps you need to take on your end before they can help further.
In this case, you need to downgrade one of your agents by navigating toAdmin > Manage > People , then search for agent's name and select Edit. Once that has been taken care of, our finance team can make the necessary changes on their end and will follow up with you afterwards.
Let me know if you never received their response for some reason as I'm happy to jump in and help where I can.
Keep me posted and do know we appreciate you taking the time to share your frustrations with us. This sort of feedback helps us make adjustments to our internal processes so this issue doesn't come up again in the future. Which of course leads to a overall better experience for everyone :)
Hi Brett,
我很欣赏你的回应,但我已经做了y choice, especially considering that the message I received didn't keep into account the last email I sent to our Account Executive.
The bare minimum I expected would have been a compensation for the several hours of work lost to getyourissue sorted.
Zendesk is not a small business friendly tool and we have decided to move to Help Scout - great support, fantastic people, and much quicker response time. Your team didn't even bother supporting at all, I've got to say.
The damage you have caused to my company is indescribable and we will be probably facing major disruption due to having to switch in a hurry.
Hello Fetchd team,
Thank you for your feedback inhttps://support.zendesk.com/hc/en-us/articles/4408834902810/comments/4408851141402.
我a Product Manager at Zendesk responsible for cancellation experience. We are improving our experience and "Pause subscription" is one of the frequently asked features. It is on our short term roadmap. So stay tuned and I'll update once its available for our customers.
Hi Marcello,
With reference to your posts above,https://support.zendesk.com/hc/en-us/articles/4408834902810/comments/4422520109594, I'm really sorry that you had an undesirable experience with Zendesk. It is certainly not our intent to provide a sub-par experience to our customers and disrupt our customers' business.
我a Product Manager at Zendesk & I'd be happy to connect with you separately to understand the challenges you faced in the product and later in communication with Zendesk. This will help me to address the problem areas internally and provide a better experience in future. Please let me know if you want to connect with me.
All we wanted to do was to cancel our Zendesk account as we are not using it. We paid $3,780.00 in total for the first year and we barely utilized it as it is not meant for our business. I canceled the account on April 14, 2022, to avoid getting charged. But today April 16, 2022, Zendesk charged the card on file without our consent. All I want is to get out of Zendesk and get our money back which is $3,780.00. The customer service team is hard to reach and no one is responding to our tickets. Please we just want to get rid of Zendesk.
谢谢你将我们的注意力!我going to create a ticket on your behalf so we can take a look at your account and confirm why exactly you were charged.
You'll receive an email shortly stating your ticket has been created.
Cheers!
I've been trying to cancel one of our Zendesk accounts for over a month now, and all that's happened is a game of hot potato: Account Executive telling me to contact Support and Support referring me to Account Executive. Nothing has been done and it's time for renewal. I've also tried sending a separate Support request in and today I got the satisfaction survey for it even though it has not been responded to.
Are you doing this on purpose to cause maximum hassle for us? It's such a shame to be treated this way after we chose your service around four years ago. Back then, you seem to have cared a lot more about helping us out.
By the way, this article is obsolete, there is no Cancel button anywhere.
7.7.22 UPDATE: After I posted this comment, Zendesk lost no time in contacting me and even phoned me, which I appreciate, so thank you Brett and Rosa. The whole thing was resolved in a few hours. What I do not appreciate is that I had to kick up a fuss publicly before this was handled. Please do better, Zendesk. Thanks again.
Thanks so much for bringing this to our attention and I do apologize for the delay.
I reached out to your account manager and they will follow up with you asap.
Let me know if there's anything else I can help with in the meantime.
Pleasesign into leave a comment.