# Cancel, pause, or resume

URL: https://useembers.com/help/account-and-billing/cancel-pause-or-resume/
Category: Account and billing
Plan: Solo and above
Updated: 2026-09-12
Last verified: 2026-09-12

> How cancelling works, the one question Embers asks first, the save offer you may see, and how to resume a subscription you already cancelled.

Cancelling is self service, from **Settings**, then **Billing** (`/settings/billing`). Access is never cut at the click: you keep the plan until the end of the period you have already paid for.

## Before you start

- You need to be the account owner. The Billing tab is owner only.
- Plans set by an administrator cannot be cancelled from the app. Write to viraj@useembers.com instead.
- A paused subscription has no Cancel control, because it is already not being billed.

## The cancel flow

### Choose Cancel plan

The plan card on the Billing screen has the control, provided the subscription is active or on hold and no cancellation is already pending.

### Answer one question

The dialog opens with "Before you go, what went wrong?" and nine reasons:

| Reason |
| --- |
| I did not get enough qualified leads |
| The leads did not match my ICP closely enough |
| I could not turn the leads into outreach quickly enough |
| I need a feature or integration that is missing |
| Agents or scans were too slow or unreliable |
| The price did not match the pipeline value I saw |
| I am not using it right now |
| I switched to another tool |
| Something else |

A short written detail is required for the missing feature, reliability, switched tool, and "something else" answers. The one line label alone is not something anyone can act on.

### Read what you are offered

The answer decides the next screen. Choosing the price reason leads with a discount, the targeting reasons lead with fixing your ICP, and a Growth or Enterprise subscriber who says the price is wrong is offered the tier below instead of a full cancellation.

### Confirm

If you continue, the subscription is set to end at the period end. The plan card then reads "Your plan will cancel on" followed by the date, and "You retain access until then."

## The save offer

Embers may offer **STAY30**, 30% off your next three billing cycles. Because it counts billing cycles rather than months, a monthly subscriber gets three months and an annual subscriber gets three renewals.

> **Note: Once per account**
>
> The save offer can be accepted once per subscription, ever. Accepting it clears the pending cancellation and keeps everything in place.

Trials are eligible too. If the offer is not available on your account, the dialog skips that step and goes straight to confirmation.

## Pausing

A pause of **1 to 3 months** may be offered instead of a cancellation, and only to someone who says they are not using Embers right now. It sits behind a setting that is off by default, so treat it as something that may appear rather than something you can rely on. If the control is not on your screen, pausing is not available to you.

When a pause is available and taken:

- Nothing is charged for the pause window.
- Your leads, ICP, agents, reports, and settings stay exactly where they are.
- Agents stop scanning while paused and restart automatically when the pause ends.
- The plan card reads "Paused until" followed by the resume date, with a **Resume now** control to end it early.

## Resuming

Two different situations, two different controls, both on the Billing screen.

- **A cancellation you have not yet reached the end of.** Use **Resume subscription** (or **Resume trial** during a trial). The pending cancellation is dropped and billing carries on as normal.
- **A pause.** Use **Resume now**. Billing restarts that day instead of the scheduled date, and your agents start scanning again.

## After the plan actually ends

The account moves to Free, agents pause, and nothing is deleted. Embers then emails one personal return offer:

- **After a paid plan ends**, **RETURN20** gives 20% off the first billing cycle, and it is good for **14 days**.
- **After an unconverted trial**, the equivalent offer runs for 7 days.

The code is applied automatically at checkout when you use the link in that email. You hold one return offer at a time, and the window is enforced by Embers, so a lapsed offer cannot be revived by pasting a code.

## Related

- [Change your plan](/help/account-and-billing/change-plan/): Downgrade instead of cancelling.

- [Payment failed and on hold](/help/account-and-billing/payment-failed-and-on-hold/): Fix a card before the plan lapses.

- [The free trial](/help/account-and-billing/free-trial/): What happens when a trial ends.

## Frequently asked questions

**Do I lose access the moment I cancel?**

No. Your plan stays active until the end of the period you already paid for, or until the trial end date.

**Is my data deleted when I cancel?**

No. Leads, ICP, agents, and reports are kept. Agents pause because Free cannot run them, and they restart when a paid plan is active again.