Canceling products and accounts

<p id="docs-hc-snippet" style="display: none;">
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.
</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span><span class="ph">Admin Center &gt; Account &gt; Billing &gt; Subscription</span>
</div>
</div>
<p class="p">
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.
</p>
<div class="note note">
<span class="notetitle">Note:</span> Instead of canceling your account,
consider pausing your account instead. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10473742204058" target="_blank">Pausing an account</a>
for more information.
</div>
<p class="p">This article contains the following sections: </p>
<ul class="ul" id="topic_cxf_ztn_wcb__ul_uv2_g5n_wcb">
<li class="li">
<a class="xref" href="#topic_zlr_qsv_h4b">About canceling products and accounts</a>
</li>
<li class="li">
<a class="xref" href="#topic_l1z_tvt_w2b">Canceling products from your subscription</a>
</li>
<li class="li">
<a class="xref" href="#topic_e3m_l5n_wcb">Restoring a product to your subscription</a>
</li>
<li class="li">
<a class="xref" href="#topic_xcq_sgt_w2b">Canceling an account</a>
</li>
<li class="li">
<a class="xref" href="#topic_ynt_brv_jbc">Cancellation notice</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_zlr_qsv_h4b">
<h2 class="title topictitle2" id="ariaid-title2">About canceling products and accounts</h2>
<div class="body">
<p class="p">
Zendesk
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank">self-service</a>
customers who are
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881860378-How-do-I-find-out-who-the-Support-account-owner-is-" target="_blank">account owners</a>
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.
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838125082" target="_blank">Billing admins</a>
cannot cancel products or accounts.
</p>
<p class="p">
If you have a Zendesk
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank">sales-assisted (managed)</a>
account instead of a self-service
account, you cannot cancel your subscription online. Contact
<a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Zendesk
Sales</a>
to cancel products or to cancel your account. Cancellations for
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank">sales-assisted (managed)</a>
accounts will be linked to your
subscription term, regardless of your billing cycle.
</p>
<div class="p">
The following are some dependencies that occur when you cancel:
<ul class="ul" id="topic_zlr_qsv_h4b__ul_ikv_k5v_h4b">
<li class="li">
Account and product cancellations are subject to the
<a class="xref" href="https://www.zendesk.com/company/agreements-and-terms/zendesk-customer-agreement/" target="_blank">Zendesk Customer Agreement</a>.
</li>
<li class="li">
Some self-service customers must contact
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a>
to cancel products and accounts. In
this case, you'll see this message when you open the Cancellations
page.
<p class="p">
<img class="image" id="topic_zlr_qsv_h4b__image_k5w_q5l_lsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/billing_ss_cancel.png" width="200">
</p>
</li>
<li class="li">
You cannot cancel individual products in a Zendesk Suite
account, but you can contact
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a>
to downgrade to a Support-only
account.
</li>
<li class="li">
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.
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_l1z_tvt_w2b">
<h2 class="title topictitle2" id="ariaid-title3">Canceling products from your subscription</h2>
<div class="body">
<p class="p">
If your plan includes multiple products, you can cancel individual
products from your
subscription. You must be the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881860378" target="_blank">account owner</a>
with a self-service account to cancel
products. If you prefer to remove agent seats instead of canceling
a product, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881540506#topic_a4x_cmh_bhb" target="_blank">Updating agent seats</a>
for more information.
</p>
<p class="p">
<strong class="ph b">To cancel a product from your subscription</strong>
</p>
<ol class="ol" id="topic_l1z_tvt_w2b__ol_vjr_qfy_2gb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Billing &gt; Subscription</strong>.</span>
<p class="p">A summary of your current plan appears.</p>
</li>
<li class="li">
Click <strong class="ph b">Manage</strong> to manage your subscription,
then click
<strong class="ph b">Remove products or cancel
account</strong>
at the bottom of the Manage subscription page.
<p class="p">
<img class="image" id="topic_l1z_tvt_w2b__image_atg_qhg_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zsuite_cancel_link.png">
</p>
<p class="p">
A list of products you can cancel appears. Your choices
vary depending on which products you have in your account.
</p>
<p class="p">
If you can access the
<strong class="ph b">Subscription</strong> page, but the
<strong class="ph b">Manage</strong> button is missing, you
may need to
settle pending payments first before canceling. Contact
<a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Zendesk
Sales</a>
for help.
</p>
</li>
<li class="li">
Click <strong class="ph b">Remove</strong> to select the products
you want to cancel.
<p class="p">
You can
choose one or more products to cancel. The products you select
appear in the
<strong class="ph b">Cancellation summary</strong>.
</p>
<p class="p">
<img class="image" id="topic_l1z_tvt_w2b__image_jkz_ywv_h4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/buying_cancel_products2a.png" width="600">
</p>
</li>
<li class="li">
When you’ve finished selecting products to cancel, click
<strong class="ph b">Continue</strong>.
<p class="p">A
cancellation summary and survey appears.</p>
</li>
<li class="li">
Select the reason you’re canceling, then click
<strong class="ph b">Confirm cancellations</strong>.
<p class="p">
Product cancellation is not immediate. When you cancel a
product, the subscription is
active until the end of your next billing cycle.
</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_e3m_l5n_wcb">
<h2 class="title topictitle2" id="ariaid-title4">Restoring a product to your subscription</h2>
<div class="body">
<p class="p">
If you cancel a product, then change your mind, you can restore the
product to
your subscription <strong class="ph b">before</strong> the current
billing cycle ends. Contact your
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833631002" target="_blank">Zendesk Sales Representative</a>
or
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a>
for more information.
</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_xcq_sgt_w2b">
<h2 class="title topictitle2" id="ariaid-title5">Canceling an account</h2>
<div class="body">
<p class="p">
In some cases, you may want to cancel your entire Zendesk account.
You must be
the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881860378" target="_blank">account owner</a>
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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883628954" target="_blank">Service Data Deletion Policy</a>.
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.
</p>
<p class="p">
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.
</p>
<p class="p">
<strong class="ph b">To cancel an account</strong>
</p>
<p class="p">
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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support.</a>
</p>
<ol class="ol" id="topic_xcq_sgt_w2b__ol_kqq_223_ggb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Billing &gt; Subscription</strong>.</span>
</li>
<li class="li">
Click <strong class="ph b">Manage</strong> to manage your subscription.
</li>
<li class="li">
Click <strong class="ph b">Remove products or cancel account</strong>
at the bottom of the Manage subscription
page.
<p class="p">
<img class="image" id="topic_xcq_sgt_w2b__image_pwz_2yb_34b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zsuite_cancel_link.png">
</p>
<p class="p">A cancellation page appears.</p>
<p class="p">
<img class="image img-screenshot" id="topic_xcq_sgt_w2b__image_ecx_pzf_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/account_cancel_page.png" width="400">
</p>
</li>
<li class="li">
Click <strong class="ph b">Cancel account</strong>.
<p class="p">
A message appears asking you to confirm the cancellation
and tells you when the cancellation will take effect.
</p>
<p class="p">
<img class="image" id="topic_xcq_sgt_w2b__image_yvy_5yb_34b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zsuite_cancel_account3.png" width="400">
</p>
</li>
<li class="li">
Click <strong class="ph b">Cancel account</strong> again to confirm
the cancellation.
<p class="p">A cancellation survey
appears. </p>
</li>
<li class="li">
Select the reason you’re canceling, then confirm the cancellation.
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ynt_brv_jbc">
<h2 class="title topictitle2" id="ariaid-title6">Cancellation notice</h2>
<div class="body">
<p class="p">
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
<a class="xref" href="https://www.zendesk.com/company/agreements-and-terms/zendesk-customer-agreement/" target="_blank">Zendesk Customer Agreement</a>.
For
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank">self-service</a>
customers, notice is deemed given when you cancel in
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554" target="_blank">Admin Center</a>.
All other customers must contact
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer
Support</a>.
</p>
</div>
</div>
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