Unable to cancel subscription plan

[Clballoo]

I have a paid account that I no longer use.  I no longer have access to the credit card that the account is connected to.  I’ve tried cancelling my plan through the site & the app, but it never allows me to finish the process. I’ve searched and searched and searched for a way to contact someone directly but have had zero success. 

[Jay]

Hi @Clballoo, thanks for bringing this to our attention.

As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system.

[Clballoo]

I want to cancel my plan before it renews on the 27th.  I just received an email earlier this week notifying me of autorenewal.  I don’t have billing information to provide. 

[Jay · Accepted solution]

Are you able to login to your paid account in order to cancel the subscription yourself, since you don't have the billing information?

What error do you get when attempting to cancel?

[Clballoo]

You’re not going to believe this.  🤦‍:female_sign: After working on this for no less than an hour yesterday on multiple devices, I think I just did it on the first go around.  

Thank you for your quick responses this afternoon. 

[Jay]

Glad to hear you were able to cancel the plan. 

Enjoy your weekend!