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Billing and credits

Cancel, resume, or recover a subscription

Cancel in a few clicks: your plan keeps working until the end of the period you paid for. You can change your mind before then.

What you will achieve

You stop, keep, or fix your subscription without surprises.

Before you start

  • Only the workspace owner, or someone with billing access, can cancel or change the plan.
  • If you subscribed in the Sonize app on iPhone or Android, the App Store or Google Play bills, renews and refunds your plan. In that case, cancel or change it in the store’s subscription settings.
  • When you cancel, renewal stops but access continues until the displayed end date. Non-expiring credits (from packs or gifts) stay in your balance; unused plan credits end with the plan. Cancelling is not withdrawing: within 14 days of subscribing on the website, you can use Withdraw from contract here and pay only for the share of the billing period already used.

On the web

  1. 1

    Open Credits & plan. Under Subscription, choose Cancel subscription.

  2. 2

    Read the end date and the note about your credits. Auto top-up is separate: if it is on, also choose Turn off auto top-up.

  3. 3

    Choose Yes, cancel. To change your mind before the end date, choose Keep my plan.

  4. 4

    If a payment failed, your plan stays active for 14 days while the payment is retried. Choose Fix payment in the warning banner, then Manage subscription to update your card on the secure Stripe page.

  5. 5

    If the App Store or Google Play bills your plan, use the link to open its settings and cancel there.

Expected result

Your plan shows its end date and keeps working until then, or the end date disappears after you keep it, or the payment warning goes away.

Important

Cancelling your plan doesn’t turn off Auto top-up. Turn it off separately if you don’t want any more automatic credit purchases.

Fix a problem

Problem: Your plan still looks active after you cancelled.

What to doThat’s normal until the end date. Your plan shows Access ends on, followed by that date.

Problem: Keep my plan doesn’t work.

What to doRefresh the page and try once more before the end date. After the end date, choose a plan again in Plans.

Problem: The cancellation doesn’t go through.

What to doUse Email us to cancel in the confirmation window: we record your request on the day it reaches us, and the cancellation takes effect on the date shown. You can also use Cancel contracts here at the bottom of every page, even without signing in.

Problem: You were charged after cancelling.

What to doCheck whether it was a renewal before the end date or an auto top-up. Look at Billing history and Activity before you contact support.