Cancel a Gorgias subscriptionUpdated an hour ago

Who can use this feature?

The account owner and admins can cancel a subscription or remove an add-on

Self-serve accounts can manage or cancel their subscription on the Billing and usage page (Managed accounts can contact their CSM to request to cancel)

When you subscribe to Gorgias and any add-ons, your subscription renews automatically until you decide to cancel. On the Billing and usage page, you can manage your plan, usage, and payments, remove add-on products, or cancel your helpdesk subscription.

Tip: If your volume has dropped or your budget has changed, you can downgrade to a smaller plan instead of cancelling to keep your setup, history, and integrations intact. Learn how to manage your Gorgias plan, usage, and payments.

Cancel your subscription

When you cancel your helpdesk auto-renewal, you'll lose access to your helpdesk subscription and any add-ons (like AI Agent, Voice, and SMS) all at once. Cancellation is effective as of the date of your next renewal, so you can continue to use Gorgias until then.

From your helpdesk, click the Settings icon in the bottom-left corner.
In the menu, locate Account, then select Billing and usage.
On the Helpdesk card, click Manage.
Next to your helpdesk plan, click Cancel auto-renewal. If you don't see this option, follow the steps to request cancellation.
Review what you'll lose after your billing cycle ends, then click Continue To Cancel.
Choose a Cancellation reason, then click Continue To Cancel.
Review the summary, then select the checkbox to confirm you've read the cancellation terms and click Confirm Auto-Renewal Cancellation.

Once your cancellation is confirmed, your subscription stays active until the date shown in the Active until banner. If you change your mind, click contact us at the bottom of the page for help reversing your cancellation.

Note: As described in the Master Subscription Agreement, Gorgias isn't required to issue a refund when you cancel, and you still owe any incurred fees and overages before your cancellation takes effect.

Remove an add-on from your subscription

If you'd like to cancel the AI Agent, Voice, or SMS add-on, you can remove the product from your plan. Cancellation is effective as of the date of your next renewal, so you can continue to use the add-on until then.

From your helpdesk, click the Settings icon in the bottom-left corner.
In the menu, locate Account, then select Billing and usage.
On the AI Agent, Voice, or SMS card, click Manage.
Next to the add-on, click Remove product. If you don't see this option, follow the steps to request cancellation.
Review what you'll lose after your billing cycle ends, then click Continue To Cancel.
Choose a Cancellation reason, then click Continue To Cancel.
Review the summary, then select the checkbox to confirm you've read the cancellation terms and click Confirm Auto-Renewal Cancellation.

Once your cancellation is confirmed, your add-on stays active until the date shown in the Active until label on the add-on card. If you change your mind, click contact us at the bottom of the page for help reversing your cancellation.

Request cancellation on a managed plan

If your account is on a managed plan, you can request to cancel your subscription and any add-ons through your Customer Success Manager (CSM). After you meet with your CSM, they'll cancel the subscription on your behalf. To request a cancellation, follow the steps below:

From your helpdesk, click the Settings icon in the bottom-left corner.
In the menu, locate Account, then select Billing and usage.
On the Helpdesk card, click Manage.
In the banner that reads Your account is on a managed plan, click Contact us.
Choose a Cancellation reason.
Click Submit to have your CSM reach out, or click Book a call to pick a time from their availability.

To schedule a call with your CSM, click Book a call to review their availability. Otherwise, click Submit, and your CSM will reach out to you at the email you use to access your Gorgias account to schedule a call to discuss the cancellation.

Note: On a managed plan, you need to request to remove AI Agent, Voice, and SMS add-ons as well.

FAQ

When does my cancellation actually take effect?

The cancellation takes effect at the end of your current billing cycle. You'll see the exact date on the confirmation step, and again on the Billing and usage page after you cancel. Plan your cancellation around that date to avoid another charge.

Will I get a refund for the rest of my billing cycle?

Gorgias isn't required to issue a refund when you cancel, and you're still responsible for any fees and overages incurred before your cancellation takes effect. You keep full access for the remainder of the cycle you already paid for.

I uninstalled Gorgias from Shopify. Am I still being charged?

Yes. Uninstalling the Gorgias app from Shopify removes the integration and your payment method, but it doesn't cancel your Gorgias subscription. Your subscription will be renewed, but without a payment method the charge will fail and you will owe the additional accrued subscription cost. Sign in to Gorgias and cancel from the Billing and usage page.

Can I change my mind after cancelling?

Yes, as long as your access hasn't ended. Use the contact us link on the Billing and usage page and our team will reactivate your subscription. Once a cancellation is scheduled, the plan dropdowns are locked, so you can't reactivate on your own.

Who do I contact if the cancellation fails?

Email our billing team at [email protected]. If the cancellation failed with an error, include the error message in your email to us.

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