🔍 Why You Cannot Cancel From the Dashboard
If your account has a past-due or outstanding payment, the cancellation option in your dashboard may be unavailable or unresponsive. This is a known limitation: when a payment is overdue, the system cannot display your subscription status correctly, which blocks self-serve cancellation.
In this situation, the cancellation must be processed manually by our billing team on the back end. You cannot complete it yourself through the platform at this time.
📋 What You Should Do
- Do not attempt to cancel repeatedly. Trying to cancel multiple times from the dashboard will not work while a past-due balance exists. Each attempt may fail silently or appear to confirm cancellation without actually completing it.
- Contact our team for assistance. Our team will escalate your request to the billing specialists who can cancel your subscription directly. If you need further assistance, reach out to our support team and we will handle the cancellation on the back end on your behalf.
- Provide your account details. When you reach our team, let them know you have a past-due balance and that you are unable to cancel from the dashboard. This helps them route your request to the right team without delay.
🔒 What Happens After Cancellation
Once our billing team processes the cancellation on the back end, your subscription will be deactivated. You will receive confirmation that the cancellation is complete. You can then check your billing section to confirm no further charges are pending.
🚀 Preventing This Issue in the Future
- Keep your payment method up to date via the top-right avatar → Billing → Plans & Top-ups (Add Payment Method).
- If you decide to cancel your plan, do so before your next renewal date to avoid charges that may be difficult to reverse.
- Monitor your billing activity regularly to catch any failed payments early before they result in a past-due balance.