Cancel, pause, or resume your plan

Cancelling is self-serve and never cuts access at the click: your plan runs to the end of the period you already paid for, and you can take the cancellation back until then.

Cancel your plan

Cancel plan sits on the plan card when the subscription is active or on hold and no cancellation is already pending. A paused plan has no Cancel control, because it is not being billed.

1. Choose Cancel plan

   The dialog opens with “Before you go, what went wrong?” and nine reasons, from “I did not get enough qualified leads” to “Something else”.

2. Pick one reason

   A missing feature, slow or unreliable scans, switching tools, and “Something else” each need a short detail under What happened? before you can continue. The others take an optional note.

3. Read what you are offered

   The reason decides the next screen. Lead volume and fit lead with Refine your ICP, a broken feature or slow scans with a button that emails the Embers team directly, and price with a discount, plus Switch to the tier below when you are on Growth or Enterprise. If nothing is on offer, the dialog skips to confirmation.

4. Confirm

   Cancel subscription schedules the end for your period end. The plan card then reads “Your plan will cancel on” the date, “You retain access until then”, and Embers emails a confirmation.

If the reason is that your ICP is off, change your ICP before you decide: a preview shows what the new criteria would catch.

The save offer

The offer step may show STAY30: 30% off your next three billing cycles. It counts cycles, not months, so a monthly subscriber gets three months and a yearly subscriber three renewals. It is offered once per subscription, and not on 6-month plans. Accepting it keeps the subscription as it is, with nothing charged at that moment.

Pausing

A pause of one to three months can replace a cancellation, but it is off by default and offered only to someone who picks “I am not using it right now”. If you do not see Pause your plan instead, pausing is not available to you. It is never offered during a trial, and once taken, not again for a year.

While paused, nothing is charged, your leads and setup stay, and agents stop. The plan card reads “Paused until” the resume date; agents restart on their own when the pause ends.

Resume

Resuming is also the way back to plan changes: nothing on the plan table works while a cancellation is pending. See change your plan.

After the plan ends

The account moves to Free, agents stop, and nothing is deleted. Embers emails you that your agents are paused. See data and privacy for what is kept.

Embers then issues one personal return offer, RETURN20: 20% off your first billing cycle, good for 14 days. The same offer follows an unconverted free trial. It appears at the top of the Billing screen with a Claim 20% off button and is applied automatically at checkout. Every place you can pick a plan while it waits, the plan table on Billing, the plan picker, and /choose-plan, says “Your 20% return offer is applied at checkout, for your first billing cycle.” and checks out with it. Embers enforces the window itself, so a lapsed offer cannot be revived by typing the code; there is no code field at checkout. You hold one return offer at a time.

Troubleshooting

• There is no Cancel plan button. A cancellation is already pending (the card shows the end date), the plan is paused, you are on the trial, or the plan is managed by the Embers team. Resume, wait for the pause to end, or email viraj@useembers.com.
• The Billing tab is missing. You are not the account owner. Ask the owner to cancel.
• A payment failed and you would rather stop than fix it. Cancel from the same card while the plan is on hold. See payment failed or on hold.

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