Canceling products and accounts

A Zendesk account can include multiple products. For example, you might have
an account that includes subscriptions to Zendesk Suite with add-ons for
Copilot and Zendesk workforce management (WFM). This topic describes how
to cancel individual products from your subscriptions or how to cancel an
entire account.



What's my plan?






All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus









Support

Team, Professional, or Enterprise








Location: Admin Center > Account > Billing > Subscription



A Zendesk account can include multiple products. For example, you might
have an account that
includes subscriptions to Zendesk Suite with add-ons for Copilot and
Zendesk workforce
management (WFM). This topic describes how to cancel individual products
from your
subscriptions or how to cancel an entire account.


Note: Instead of canceling your account,
consider pausing your account instead. See
Pausing an account
for more information.

This article contains the following sections:


About canceling products and accounts


Canceling products from your subscription


Restoring a product to your subscription


Canceling an account


Cancellation notice




About canceling products and accounts


Zendesk
self-service
customers who are
account owners
can cancel individual products from a
subscription without canceling 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.
Billing admins
cannot cancel products or accounts.


If you have a Zendesk
sales-assisted (managed)
account instead of a self-service
account, you cannot cancel your subscription online. Contact
Zendesk
Sales
to cancel products or to cancel your account. Cancellations for
sales-assisted (managed)
accounts will be linked to your
subscription term, regardless of your billing cycle.


The following are some dependencies that occur when you cancel:


Account and product cancellations are subject to the
Zendesk Customer Agreement.


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.





You cannot cancel individual products in a Zendesk Suite
account, but you can contact
Zendesk Customer Support
to downgrade to a Support-only
account.


Unlike other products, removing Support or Zendesk Suite
might also cancel
your Zendesk account because these products set the foundation
for your other products.
If this is the case, you will receive a warning message before
continuing.






Canceling 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 canceling
a product, see
Updating agent seats
for more information.


To cancel a product from your subscription



In Admin Center, click
Account in the sidebar, then select Billing > Subscription.
A summary of your current plan appears.


Click Manage to manage your subscription,
then click
Remove products or cancel
account
at the bottom of the Manage subscription page.




A list of products you can cancel appears. Your choices
vary depending on which products you have in your account.


If you can access the
Subscription page, but the
Manage button is missing, you
may need to
settle pending payments first before canceling. Contact
Zendesk
Sales
for help.



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.






When you’ve finished selecting products to cancel, click
Continue.
A
cancellation summary and survey appears.


Select the reason you’re canceling, 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.




Canceling 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 will
be deleted in accordance with the
Service Data Deletion Policy.
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, contact
Zendesk Customer Support.



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


Click Manage to manage your subscription.


Click Remove products or cancel account
at the bottom of the Manage subscription
page.



A cancellation page appears.





Click Cancel account.

A message appears asking you to confirm the cancellation
and tells you when the cancellation will take effect.






Click Cancel account again to confirm
the cancellation.
A cancellation survey
appears.


Select the reason you’re canceling, then confirm the cancellation.





Cancellation notice


You must notify Zendesk at least 30 days prior to the end of your
subscription term of your
intent to cancel your Zendesk account, as required under the
Zendesk Customer Agreement.
For
self-service
customers, notice is deemed given when you cancel in
Admin Center.
All other customers must contact
Zendesk Customer
Support.




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