How to Cancel Auto-Renewal and Request a Refund for an Unwanted Subscription Renewal

If you were charged for a subscription renewal you didn’t intend to activate (or didn’t realize was set to auto-renew), you can take steps to stop future renewals and request a refund or credit for the unwanted charge. This article explains what to check first, how to prevent additional charges, and what information Support needs to review and process a refund request.

When this applies

• You were charged due to auto-renewal and you didn’t intend to renew.
• You believed you had cancelled, but the subscription renewed anyway.
• You can’t find an option in the product to turn off auto-renewal.
• You want to remove a saved payment method to prevent future charges.

Why auto-renewal charges happen

Subscriptions may be configured to renew automatically at the end of a billing term to avoid service interruption. If auto-renewal is enabled and a valid payment method is on file, the system can process the renewal charge when the term ends. In some cases, customers don’t see (or can’t access) the auto-renewal toggle, or a cancellation request may not have been completed before the renewal date.

Before you request a refund: stop future renewals

To prevent additional charges while your request is being reviewed, first disable auto-renewal (if available) or downgrade/cancel the subscription. This ensures the current issue doesn’t repeat at the next renewal cycle.

Step 1: Check your subscription status and renewal settings

1. Sign in to your account and open your Billing/Subscription settings.
2. Confirm the current plan, billing term (monthly/quarterly/annual), and next renewal date.
3. Look for an Auto-renewal setting (or similar) and note whether it is enabled.
4. Take a screenshot (optional) showing the renewal setting and next billing date for faster Support review.

Step 2: Disable auto-renewal (or request Support to disable it)

If the auto-renewal option is visible, turning it off prevents the subscription from charging again at the end of the current term. If you don’t see the option, Support may need to disable it manually (this is common for some plans or account configurations).

1. In Billing/Subscription settings, toggle Auto-renewal off (if available).
2. If the toggle is missing or not working, contact Support and request manual auto-renewal disablement.
3. Ask Support to confirm in writing once auto-renewal is disabled.

Step 3: Cancel or downgrade to prevent further billing

If you no longer plan to use the subscription, cancelling or downgrading (for example, to a Free plan) is an additional safeguard. This is especially helpful if you’re unsure whether auto-renewal has been fully disabled.

1. From your plan management page, choose Cancel subscription or Downgrade plan (if available).
2. If self-serve cancellation is not available, request Support to downgrade/cancel on your behalf.
3. Verify the account reflects the new plan status after the change is applied.

Step 4: Request a refund (or credit) for the unwanted renewal

Refund eligibility can depend on timing, usage, and payment processing constraints. In some cases, Support may offer alternatives such as wallet/account credit for unused time, or a refund with transaction fees deducted. Providing complete details upfront helps the billing team review quickly.

What to include in your refund request

• Account email and workspace/account name
• Invoice number or payment receipt (if available)
• Charge date and amount
• Reason: “Unwanted auto-renewal / did not intend to renew”
• Whether the product was used after the renewal (if not used, state that clearly)
• Confirmation that you want auto-renewal disabled and/or the plan cancelled/downgraded

Refund outcomes you may see

• Refund approved and processed back to the original payment method
• Refund processed with payment processor/transaction fees deducted (where applicable)
• Account/wallet credit offered for unused subscription value
• Escalation to a billing specialist or dedicated point of contact for review

Step 5: If you want to remove a saved payment method

Removing a payment method can reduce the risk of unintended charges, but it may not be possible in all cases (for example, if an active paid subscription requires a payment method on file). If you can’t remove it yourself, Support can advise what’s possible for your account and plan.

1. Check Billing settings for saved payment methods and remove the card/bank method if the option is available.
2. If removal is blocked, first cancel/downgrade and disable auto-renewal, then try again.
3. If you still can’t remove it, contact Support with a request to remove the payment method (include the last 4 digits and card type if applicable).

What happens after Support processes your refund

Once approved, refunds are typically issued back to the original payment method and may take several business days to appear depending on your bank and payment provider. Our billing team can share confirmation (and a receipt/reference) once the refund is processed.

Troubleshooting and escalation

For any of the situations below, feel free to reach out to our Billing team at [email protected] or contact us at [email protected]. We'll be happy to assist you.

• Can’t find the auto-renewal toggle? Your dedicated point of contact or our Billing team will be happy to help disable it for you.
• Paying by bank transfer/wire transfer? Ensure the bank details provided are complete for your finance team to process the payment (for example, a sort code for BACS payments, or a complete SWIFT code such as CHASUS33XXX for international wire transfers).
• Cancelled but still charged? Our team can investigate the cancellation timing and renewal processing.
• Haven’t received your refund within the expected timeframe? Reach out to the Billing team to request the refund reference/receipt and confirm the payment method used.
• Have a dedicated point of contact/account manager? Our Support team can coordinate with them to help expedite your billing request.

Example message to send to Billing Support

“Hi Support, I was charged on [date] for an auto-renewal I did not intend to activate. Please disable auto-renewal immediately and cancel/downgrade my plan to prevent future charges. I’m requesting a refund for invoice [invoice #] / amount [amount]. I have not used the service since the renewal. My account email is [email]. If my renewal payment is failing due to card decline (including after trying an alternative card), please share the details needed to pay the outstanding invoice by bank transfer/wire transfer (for example, a complete SWIFT code such as CHASUS33XXX).”

Notes

• Refund decisions may depend on plan terms, timing of the request, and whether the subscription was used after renewal.
• Some refunds may be subject to non-refundable payment processing fees; Billing team will confirm the final refunded amount if applicable.
• Disabling auto-renewal stops future renewals but does not automatically reverse a charge that has already been processed—request a refund separately.