Possible Errors/Questions


Resolution Path

1. How to initiate account cancellation


1. Account admins can initiate account cancellation from under Admin > Account > Account Details 


2. Once an admin clicks on cancel account, the account gets deleted after 14 days of cancellation if these are not trial accounts if initiated by the customer


3. Trial accounts are deleted immediately


2. Account shows canceled, please share the reason for the same


The reason for account cancellation can be checked from Chargebee,


  1. Navigate to the subscription page of the account and check the Status of the account. If there was a cancellation request raised, those details will also be available on the side.

  1. Scroll down to find Activity Log. 

  1. You can find the entry Subscription canceled and the reason for suspension.



  1. You can also check the tabs - Events, Invoices, and Credit Notes for additional insight


  1. When an account is canceled from our side, we’ll have a retention period of 90 days (3months) after which we call the worker and delete the data from our side.



Please note that for any cancellation requests coming from our customers, notify the account manager and customer success manager before replying. The details of the AM and CSM will be available on the right pane in the ticket details page.