Cancel a monthly
If you pay monthly or yearly for your Intercom subscription, and you'd like to cancel, you can do this from your workspace.
Log in to your Intercom workspace.
Navigate to Settings > Subscription > Billing.
Select "Payment details" at the top.
Scroll down and click on Cancel subscription.
Note:
Once cancelled, you’ll retain access to Intercom until the end of your current billing period and you won’t be billed for this subscription in the next period.
Cancelling your subscription does not delete your data. However, you will lose access to it after your subscription ends unless you restart your plan.
Once your subscription has ended, you'll no longer be able to see any of your data until you restart your subscription. You will only be able to access your Intercom settings and the option to start a new subscription:
Pause a subscription
There is no way to pause your Intercom subscription, however, you may request to cancel your subscription from Settings > Subscription > Billing > Payment details.
If you decide to resubscribe to Intercom in the future, all of your previously stored information will remain preserved, as cancelling your subscription does not result in data deletion. However, your data will be inaccessible until a new subscription is started (find out how to delete your workspace data).
Certain features, such as outbound messaging and your Help Center, will also be automatically paused as soon as your subscription becomes inactive. If you decide to resubscribe later down the line, all you'll need to do is set these features live again.
Contracts
If you're on a contract, you'll need to speak to your Account Manager about pausing or cancelling your subscription.
FAQs
What happens if I cancel an Intercom subscription?
What happens if I cancel an Intercom subscription?
You will retain access to your Intercom account until your next renewal date, but you will lose access after that date. We will not delete any of your data however it will be unavailable to you until you start a new subscription. You will only be able to access your Intercom settings and see the option to start a new subscription.
If I pay yearly, can I change to pay monthly for my subscription?
If I pay yearly, can I change to pay monthly for my subscription?
Yes, downgrades can be scheduled at any time, but they only take effect at the next annual renewal date.
This option is not available for legacy plans.
If I pay yearly, can I still cancel my subscription?
If I pay yearly, can I still cancel my subscription?
Yes, you can cancel an annual subscription (that is not on contract) from the Billing > Payment details page. It will be cancelled at the end of your 12-month billing period and won't renew.
If you're on a contract, you'll need to speak to your Account Manager about pausing or cancelling your subscription.
Annual subscriptions are paid for upfront to receive a discount and won't get a prorated refund if cancelled early.
Can I pay for a subscription in instalments?
Can I pay for a subscription in instalments?
No, upfront payment is required for the chosen subscription and billing cycle at checkout.
Are invoices received after cancellation valid?
Are invoices received after cancellation valid?
Yes, invoices received after cancellation can be valid. They may reflect final prorated charges for usage during the period when your subscription was still active. In some cases, the earlier invoice may have only included base charges, and a final invoice is issued upon cancellation to accurately reflect actual usage. If you believe you've been billed in error, please contact Support for assistance.
Can prorated charges be contested?
Can prorated charges be contested?
Prorated charges are calculated automatically by our system to reflect your actual usage during the invoicing period and are designed to be fair and accurate. However, if anything seems unclear, our team is happy to review the invoice and provide clarification.
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