Ending Subscription or Account Cancellation

Overview

You wish to end your Kayako subscription, but there is no option in the Kayako interface that allows you to cancel your Kayako subscription or account.

If you no longer wish to continue the service, you may request to stop billing and close the account. All cancellation requests must go through the cancellation team. Refer to the sections below to learn more about requesting cancellation.

 

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Information

Cancellation Requests

We are very sorry to hear that you are considering canceling your Kayako account. If you are facing any technical issues with Kayako, please do not hesitate to contact us. We are more than happy to help you.

If you wish to proceed with the cancellation of your account, please cancel directly via https://trilogy.com/cancellations/ or email at cancellations@trilogy.com.

To ensure that we are processing requests from authorized account holders only, when sending your cancellation request, please reply from your registered billing email address or an owner role on the kayako instance and include both of the following:

• Copy of previously paid invoice.
• Billing email address and mailing address registered in the account.

NOTES: 

• If you want a full backup or data dump of your instance, see the Requesting a Data Dump or Backup for Your Kayako Instance article.
• You can still access your instance to view tickets and conversations within the grace period, as described in the Access to the Instance After License Expiration article.
  
• Once your subscription has ended, you can raise a ticket asking us to delete your instance and all the information it contains. Deleted data cannot be restored. Trial instances are not deleted on request; they are removed automatically after they expire.

 

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