Cancelling your subscription
You can cancel your paid plan yourself, from Plans & Billing. This page explains what happens when you do, when it takes effect, and what to do if the Cancel subscription button isn't there.
The short version: cancelling a card subscription doesn't take effect today. You keep everything you're paying for until the end of the period you've already paid for, and only then does the account move to the free plan.
Who can cancel
The same people who can open Plans & Billing at all: the account Owner and the account Billing contact. If you're neither, you won't see the panel or the button — ask whoever holds those roles on your account. See the Plans & Billing access guide for how those roles are set.
How to cancel
- Open your profile menu → Plans & billing. The panel opens on Plans.
- Find your current plan at the top, under Active plan.
- Click Cancel (on the plan card) or Cancel subscription (on a phone).
- Read what the dialog says will happen — it differs depending on how your plan is paid for (see below).
- Optionally pick a reason. It's genuinely optional, it's for us to learn from, and it doesn't change anything about the outcome.
- Tick the acknowledgement box and click Cancel subscription.
When it actually takes effect
There are two cases, and the dialog tells you which one you're in before you confirm.
In both cases your data is kept. Nothing is deleted by cancelling. If you end up over the free plan's limits, the usage above those limits is restricted — the data itself stays.
After you confirm a card subscription
Your plan card shows a Cancelling — active until
You'll get the cancellation confirmation notification when it actually takes effect — at the end of the period, not at the moment you click.
Why there's no Cancel button
A few reasons, all of them normal:
- You're already on the free plan. There's nothing to cancel.
- You've already cancelled. You'll see the Cancelling — active until
badge instead. There's nothing more to do; it will take effect on that date. - You're not the Owner or Billing contact. You won't see Plans & Billing at all.
"Your subscription is managed by our payment provider"
A small number of long-standing accounts are on an older billing setup that we can't cancel from here. If yours is one, you'll see this message with a Continue to payment provider button after you confirm.
Click it — it opens the payment provider's own cancellation page in a new tab, where you can finish in one click.
Nothing has been cancelled yet at that point, and nothing is cancelled while you're on the provider's page either. Your plan stays active until the provider confirms the cancellation back to us, which usually takes a few minutes. That's why the Cancel button stays available here.
If you close that tab without finishing, nothing has changed — just start again.
"This subscription can't be cancelled here"
Same older billing setup, but without a link we can send you to. Click Contact support: it opens a pre-filled ticket and we'll cancel it for you. Nothing has changed on your account in the meantime.
If cancelling fails
If you see:
We couldn't cancel right now — nothing has changed. Please try again.
then exactly that has happened: the request didn't get through to our payment provider, and your subscription is untouched. Nothing was half-cancelled. Close the message and try again — it's always safe to retry, including if you're not sure whether an earlier attempt worked.
Common questions
"I cancelled but my plan still says active."
For a card subscription that's correct — you've paid for the current period and
you keep it. Look for the Cancelling — active until
"I cancelled, then reloaded the page, and the Cancel button is back." Harmless. For a card subscription we can only see the cancellation once the period ends, so a fresh page load may show the button again. Clicking it a second time doesn't cancel anything twice — it just re-confirms the end date.
"Can I undo a cancellation?" Not from the billing page. Until the end date you still have your plan, so contact support before that date and we can sort it out. After it takes effect, you can subscribe again from Plans.
"Will I get a refund for the rest of the period?" Cancelling stops the next renewal; it isn't a refund of the current period — that's why you keep access to the end of it. For refund questions, contact support.
"Will my data be deleted?" No. Your data is kept. What changes is your allowance: usage above the free plan's limits is restricted.
For support agents
- "I cancelled but nothing happened" — check whether the subscription is externally billed. If it is, the plan legitimately stays active until the next billing date, and the plan card should be showing the Cancelling — active until badge. Confirm the date with them.
- "The button is missing" — check, in order: are they the Owner or Billing contact; are they on the free plan; has a cancellation already been scheduled.
- A retry is always safe. A second cancel on an already-scheduled cancellation changes nothing and just reports the same end date.
- Older billing setups route to the payment provider's own page, or to a ticket. If a customer reaches you through that ticket path, cancel it on their behalf.
When to escalate to engineering
- A customer confirms they cancelled, the end date has passed, and the account is still on the paid plan.
- The Continue to payment provider link opens a page that errors or won't load. (Don't ask the customer to forward you the link — treat it as sensitive, and reproduce it from the account instead.)
- Cancelling repeatedly fails with "nothing has changed" over more than a few minutes.
- The plan card shows Cancelling for an account that never cancelled.