🔍 Overview
Some customers have reported that after completing the cancellation flow, their account remains active and their subscription has not been cancelled. This article explains why this happens and what you can do right now.
⚙️ Why Is This Happening?
This issue is caused by a backend API sync problem between our billing system and your account status. Specifically:
- The cancellation request is submitted.
- However, a background sync between the billing API and your account fails silently.
- As a result, the cancellation is not fully recorded, and your subscription remains active.
This means you may believe your cancellation was successful, but your account and billing status do not reflect it. This is not caused by anything you did incorrectly. Our engineering team has identified this as a backend API sync issue.
🚨 What You Should Not Do
We strongly advise against the following until the issue is resolved by our team:
- Do not attempt to cancel multiple times in quick succession. Repeated cancellation attempts do not resolve the underlying sync failure and may complicate the process of correcting your account.
- Do not dispute the charge with your bank or card provider before contacting our support team. We can resolve this directly and quickly.
✅ What You Should Do Instead
Follow these steps to get your cancellation processed correctly:
- Note the date and time of each cancellation attempt you made, as well as any messages or confirmations you received. This information helps our team investigate faster.
- Check your account status and note whether your subscription still appears active.
- Contact our support team immediately. Our team can manually trigger the cancellation on the backend and ensure your billing is updated correctly.
📋 Information to Have Ready
When you contact support, please have the following details ready to speed up the resolution:
- Your registered email address.
- The date(s) and approximate time(s) of your cancellation attempts.
- The plan name shown on your account.
- Whether you received any on-screen confirmation, and how many times you attempted to cancel.
- Your billing method.
💡 What Happens After You Contact Us
Once our team is notified, here is what to expect:
- A support agent will verify your account and cancellation attempts.
- The cancellation will be manually processed on the backend.
- You will receive confirmation once your subscription has been successfully cancelled and your billing status has been updated.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.