Want to stop paying for Smartsupp or move to a cheaper plan? This article shows how to cancel your subscription (by turning off automatic renewal) and how downgrading to a lower plan works.
We've broken the article into a few sections:
Cancel your subscription
Once you make a payment, automatic renewal is activated. To cancel your subscription, simply turn it off — your plan then stays active until the end of the period you've already paid for, and no further payments are charged. After it ends, the account is blocked; contact our support and we'll switch you to the Free plan.
In your Dashboard, go to Settings → Billing → Subscription and turn off automatic renewal in the Payment method section.
⚠️ Note: If you also want to remove your saved payment methods, disable automatic renewal first to avoid service interruptions.
💡 Tip: Cancelling your subscription is not the same as deleting your account. Your data and settings stay in place on the Free plan, so you can come back anytime.
Special cases
Subscription purchased via the Apple App Store: cancel it directly in your Apple ID subscriptions — we can't cancel Apple subscriptions from our side. Refunds for Apple payments are also handled by Apple at reportaproblem.apple.com.
Upgrades and Mira AI changes on an Apple subscription: while your subscription is billed through Apple, plan changes and Mira AI add-on changes can't be completed in the dashboard. First cancel the Apple subscription in your Apple ID subscriptions and then purchase the new plan in Settings → Billing, or contact our support and we'll help you switch to direct billing. Smartsupp discounts and credits don't apply to payments made through Apple.
Paying by wire transfer (exceptional annual arrangements): there is no auto-renewal toggle to turn off — contact our support to arrange the cancellation.
Want everything gone? Deleting your account is a separate, irreversible step — see How to delete your account. If you delete the account before your paid period ends, the remaining time is lost and fees are not refunded.
Downgrade to a lower plan
You can switch to a lower plan at any time in Settings → Billing → Subscription. The downgrade doesn't take effect immediately — your current plan runs until the end of the subscription term you've paid for, and the new (lower) plan starts with the next billing period.
The same applies to switching the billing period: a change from annual to monthly billing takes effect after your current annual period ends.
No money is refunded and no credit is created when you downgrade: everything you have paid for stays available until the end of your current period.
A scheduled downgrade is applied automatically on your renewal date, as long as your account meets the limits of the lower plan (for example the number of agents). If some limits are not met, you will see them directly in the Billing section so you can resolve them. You can also cancel a scheduled downgrade at any time before it takes effect.
Tip: if a single change combines an increase and a decrease (for example fewer agents but more Flow conversations), the whole change is treated as a downgrade and waits until your renewal date. If you need the increase right away, make it first as a separate change.
Good to know
Refunds: you can request a full refund for any reason within 15 days of completing your first payment. Outside this window, fees are non-refundable. Once approved, the refund is returned to your original payment method, typically within 5–10 business days, depending on your bank.
Upgrades work the other way around: they take effect immediately, you only pay the pro-rated price difference for the rest of your current billing period, and your renewal date stays the same.
Mira AI add-on: its billing period follows your main plan, so it ends or changes together with it.
📄 Full details in Refunds — how does the money-back guarantee work?.
📄 Full details in What happens to my account and data when my subscription ends?.
What's next?
What is automatic renewal? — how automatic renewal works in detail.
Billing — invoices, payment methods, and other billing questions.
Which package should I choose? — compare plans before you switch.
💡 Need more help? Contact our support team — we're happy to assist!