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Cancelling your subscription

You can cancel a subscription at any time. The cancellation will take place at the next renewal date (the end of your contract term).

NOTE:

  • Timing restrictions: You cannot cancel your plan within 30 days of the renewal date when you are on an Enterprise plan.
  • Cancellation authority: The only person authorized to cancel an account is the account owner.
  • Revoking a cancellation: The only person authorized to revoke a cancellation is the account owner.

How to cancel your subscription:

TIP: Prior to cancelling, we recommend that you:

  • Login to your account and export your contact history if required
  • Save any templates or assets you may need in the future
  • Export any reports or dashboards
  • Disconnect your data sources

  1. To access plan and billing, click your account name in the top right corner, then select Plan & Billing.
    Example of how to access the plan & billing page.
  2. On your plan page, click the more icon on the right-hand side, then click Cancel plan.
  3. Select Talk to our team if you have any questions before canceling your plan.
  4. On the Cancel your plan page, follow the prompts, and fill out the cancellation forms.

NOTE: Your account will be canceled only after you click Approve cancellation on the final page.

We appreciate your feedback on why you canceled; it helps us improve our service.

CAUTION: When the cancellation comes into effect:

  • You will no longer be able to access the account.
  • Any data will be deleted from our servers after 90 days.
    • If you require your data to be deleted sooner in compliance with GDPR law, please reach out to support.
  • All Campaigns (Journeys, Playbooks, etc) will be disabled.
  • Capture widgets and Talk widget will be disabled.
  • Click-tracking for your recently delivered emails will no longer redirect on cancellation, which will cause the links to appear broken.

Loss of access to your account

When your subscription is canceled:

  • For paid subscriptions, access ends at the contract term's conclusion.
  • For trial subscriptions, access ends immediately.

Terminated accounts

Accounts are terminated either by your request (by canceling your subscription) or at our discretion. We terminate accounts if they violate our terms and conditions. If you think your account was wrongly terminated, please contact us at help@ortto.com or reach out to our team.