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Cancel your subscription

Cancel your Replyco subscription from AdminBilling, and it ends with the period you have already paid for: until then your team works as usual, and nothing more is charged afterwards. Cancelling does not delete your data straight away; Replyco removes the company 45 days after the plan ends unless you subscribe again. It takes a minute: you give a reason and a short comment, then a 20-second countdown lets you change your mind.

Before you start

Section titled “Before you start”
You needWhere it lives
The Admin permission and the Billing permission with Edit rightsAdminUsers; see User permissions and roles
A plan your company pays for through ReplycoAdminBilling; see Billing
Copies of anything you want to keep: invoices, reports, ticket listsBilling: Payment for invoices; Export tickets and reports for tickets and reports
The date your paid period ends, if you want to time the cancellationThe upcoming invoice on the Subscription tab

Availability: every plan paid through Replyco; if your company pays through Shopify, see If you pay through Shopify. During the free trial there is nothing to cancel: the trial ends by itself and never turns into a paid plan. If price is the reason, compare the plans first in Subscribe to a plan.

Steps

Section titled “Steps”

  1. Open AdminBilling. On the Subscription tab, select Cancel at the top right.

    The dialog opens with We're sad to see you go.... Nothing is cancelled yet.

    The Subscription tab of Billing in Replyco. At the top right, next to the plan line "M Plan" with "Price per Month: £49.00" and the blue Change Plan button, the red-outlined Cancel button is highlighted. Below, the Upcoming Invoice table lists the tickets of 18 February to 18 March 2026 and the M plan for 18 March to 18 April 2026, with Total £58.80. Selecting Cancel opens the cancellation dialog; nothing is cancelled yet.
    Cancel on the Subscription tab starts the cancellation.
    What this screenshot shows
    Screen
    Billing (/billing)
    Highlighted
    button “Cancel”, top-right, enabled. opens the cancellation dialog
    Also visible
    M Plan, Price per Month £49.00; Change Plan button; Upcoming Invoice total £58.80
    Purpose
    the entry point of the cancellation

  2. Choose the reason that fits best: Missing features I need, Too expensive, Switching to another product, Technical issues, Switching to another Replyco subscription or Other. Then write a short comment in the box.

    The comment is required. If you select Cancel Subscription without one, the box turns red and shows Comment is required.

    The cancellation dialog after Cancel Subscription was selected with an empty comment. The reason Too expensive is selected among the six options. The comment box, still showing "Anything you want to share?", has a red border, and under it the red message Comment is required is highlighted. The dialog stays on this step until a comment is written; the buttons Cancel Subscription and Stay with Us are below.
    A comment is required; without it the dialog does not move on.
    What this screenshot shows
    Screen
    Billing (/billing)
    Highlighted
    text “Comment is required”, cancellation-dialog, shown in red. none
    Also visible
    reason Too expensive selected; empty comment box with red border
    Purpose
    the comment is required

  3. Select Cancel Subscription.

    The dialog shows Your subscription will be cancelled in with a countdown of 20 seconds. To keep your plan, select Stay with Us before the countdown ends; the dialog closes and nothing changes.

    The second step of the cancellation dialog. Under the heading "Your subscription will be cancelled in", a blue circle counts down the 20 seconds and shows 19. Below it the note reads "The cancellation will take effect from the next billing cycle. Or you can", followed by the highlighted Stay with Us button, which closes the dialog and keeps the plan. When the countdown reaches zero, Replyco cancels the subscription for the end of the paid period.
    You have 20 seconds to change your mind; Stay with Us stops the cancellation.
    What this screenshot shows
    Screen
    Billing (/billing)
    Highlighted
    button “Stay with Us”, cancellation-dialog-bottom, enabled. closes the dialog and keeps the plan
    Also visible
    countdown circle; note about the next billing cycle
    Purpose
    the last chance to stop

  4. Let the countdown run out.

    Replyco cancels the subscription and confirms with Subscription successfully updated.. The Subscription tab now shows Cancellation date in red with the date your plan ends, and the Cancel button is gone.

    The Subscription tab of Billing after the cancellation. Under "M Plan" and "Price per Month: £49.00" the red line Cancellation date: 18/03/2026 is highlighted: the plan ends with the paid period on 18 March 2026. The Cancel button has gone and only the blue Change Plan button remains. The Upcoming Invoice table below shows No data..., because no further invoice is due. Replyco keeps working as before until that date.
    After the countdown the tab shows the date the plan ends; everything works until then.
    What this screenshot shows
    Screen
    Billing (/billing)
    Highlighted
    text “Cancellation date”, top-right, shown in red. none
    Also visible
    Cancellation date 18 Mar 2026; Change Plan button, no Cancel button; Upcoming Invoice: No data...
    Purpose
    the result of the cancellation

What happens next

Section titled “What happens next”

Until the date shown, nothing changes: your accounts keep syncing, your team answers tickets and every feature of your plan stays on. The upcoming invoice disappears because no further invoice is due. Your reason and comment are stored with the cancellation for Replyco’s team.

When the paid period ends:

  • your plan is removed, and Replyco opens only the subscription screen and the Help screen for everyone who signs in;
  • new messages from your accounts are no longer collected;
  • 21 days after the end, Replyco emails your company’s address that the account will be removed in 24 days;
  • 45 days after the end, Replyco deletes the company with all its users, accounts, tickets and settings. This cannot be undone.

To check that the cancellation worked, open AdminBilling and look for Cancellation date under the plan name. To come back before the data is deleted, subscribe again in Subscribe to a plan; your tickets and settings are still there.

If you pay through Shopify

Section titled “If you pay through Shopify”

Companies billed through Shopify have no Billing item in the Admin menu, so the steps above do not apply to them. Uninstall the Replyco app in your Shopify admin. This ends the subscription at once and removes the Shopify store from Replyco. From that day on, everything else happens as described in What happens next.

Options

Section titled “Options”
ChoiceWhen to pick itEffect
A larger or different plan insteadYou need more tickets or accountsChange Plan on the same tab; the new plan applies at once, see Subscribe to a plan
A smaller plan insteadPrice is the reasonThe plan comparison offers only your plan and larger ones; ask support, see Help and support
Have your data deleted soonerYou do not want to wait 45 daysAsk support to delete the company; see Help and support
Subscribe again laterYou change your mindBefore the 45 days are over, everything is kept; after that, you start with a new company

If something goes wrong

Section titled “If something goes wrong”
SymptomCheckFix
Billing is not in the Admin menuDo you have the Billing permission? Is your company still on its trial, or billed through Shopify?Ask an administrator for the permission; a trial needs no cancelling; with Shopify billing, see If you pay through Shopify
There is no Cancel buttonDoes the plan line show Cancellation date or The subscription is cancelled?The subscription is already cancelled; nothing more to do
Cancel Subscription does nothing and the comment box turns redIs the comment empty?Write a short comment and select Cancel Subscription again
The dialog closed but the plan is not cancelledWas Stay with Us selected before the countdown ended?Start again at step 1 and let the countdown run out
Section titled “Related”