Cancel or resume your subscription

Cancelling stops your paid plan at the end of the period you have already paid for. Nothing is charged after that. Until the end date you keep everything your plan includes, and you can change your mind.

Before you start

• You are an owner or admin of the business.
• If you also have monthly add-ons (an extra domain, seat and so on), they renew from your wallet separately. Cancel them under Add-ons if you no longer want them. See Buy an add-on.

Steps

Cancel

1. Open Settings › Billing & wallet.
2. Under Change plan, press Cancel subscription on the Free card. (You can also press Open billing portal under Manage billing.)
3. The secure billing portal opens. Choose to cancel your plan and confirm.
4. You come back to Billing & wallet. Current plan now says Ends on and the date.

Resume before the end date

1. Open Settings › Billing & wallet.
2. Beside Current plan, press Resume.
3. The billing portal opens. Renew the plan there.
4. Back in the app, Current plan says Renews on and the date again.

What happens next

On the end date the paid plan stops and the business moves to the Free plan, with Free's allowances. Current plan then says Your subscription has ended. You can choose a paid plan again at any time; there is no second free trial.

Your wallet balance stays on the account for texts, calls and other usage.

For agencies

Cancelling your agency's own plan works as above. Remember that your client accounts and white-label brands depend on an agency plan.

For clients of an agency

Your subscription is with your agency, so the steps differ:

1. Open Settings › Billing & wallet. The card is called Your plan with and your agency's name.
2. Press Cancel subscription at the bottom of the card.
3. A window called Before you go explains that your plan stays until the end of the paid period, then stops. Pick a reason, add a note if you like, and press Cancel my subscription.
4. A message says Your subscription ends at the end of this period., and a yellow line says "Your subscription is set to end. Change your mind any time before then."
5. To undo it, press Keep my plan on that line. The message Your plan continues. appears.

If the card says "To cancel, get in touch with" and your agency's name, your agency handles cancellations themselves.

Troubleshooting

"Only an owner or admin can change billing. Ask one of them." Only owners and admins can cancel. Ask one of them.

I was charged after cancelling. Cancelling stops the next renewal. A charge for the period that was already running, or for one that renewed before you cancelled, is not undone by cancelling. Check the dates on the invoices in the billing portal.

The Free card doesn't have a Cancel subscription button. You are already on Free, or your subscription has already ended.

"No subscription to manage yet". The billing portal only opens once you have had a paid plan. On Free there is nothing to cancel.

My add-ons are still charging. Add-ons are separate from the plan and are paid from the wallet. Press Cancel beside each one under Add-ons.

Related

• Find your invoices and update your card

• Buy an add-on when you reach a limit

• Change your plan or start a free trial