Customer.io is a company that helps businesses send messages like emails, texts, and app notifications to their customers. They offer different plans depending on how many people a business wants to reach and how many messages they want to send each month. If you get billed by them, it's usually because a business is using their service to handle all these messages and they pay based on how much they use it. The company also supports easy management of subscriptions and billing, so businesses can keep track of messaging costs and preferences.
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Cancelling a Customer.io subscription is relatively straightforward for Essentials plans with a simple 'Cancel Account' button in the billing settings. However, Premium plan users must contact a Customer Success Manager, which adds some complexity and potential delay, but overall the process is still manageable and not overly difficult.
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How to Cancel Customer.io: Step by Step
If you purchased through Customer.io:
- You must be an Account Admin or Member with the account-level permission "Access billing & account info."
- If you are on the Essentials plan:
- Navigate to your Account’s Plans & Billing page.
- Scroll down and click on Cancel Account at the bottom.
- If you are on a Premium subscription:
- Contact your Customer Success Manager for assistance with cancellation.
- Be aware that once your account is canceled, messages will stop sending, and user access will be removed immediately.
- Your account data will be scheduled for deletion after 60 days, and once deleted, the account will be unrecoverable.
- If you change your mind, you can reach out to the billing team at billing@customer.io within the 60-day window to restart your account.
Tips & Tricks for Canceling Customer.io
- Start your cancellation request early in the billing cycle to avoid being charged for the next period.
- Use clear, firm language such as “Please cancel my subscription immediately” or “I want to stop all future payments.”
- Keep all communication in writing (emails, support tickets) to have documented proof of your cancellation request.
- Follow up persistently if you don’t receive confirmation within a reasonable time frame; send multiple messages if needed.
- Escalate to support managers or higher-level customer service reps if front-line agents are unhelpful or non-responsive.
- Use publicly visible channels like Twitter or Reddit to post about cancellation difficulties; sometimes companies prioritize public complaints.
- Check your bank or credit card statements and be ready to dispute charges if cancellation isn’t honored.
- Disable any auto-renew settings in your account dashboard if available, before officially canceling.
- Ensure you have account-level permissions (admin access) to access billing and cancellation features.
- Request written confirmation of cancellation and retain the confirmation email or message.
- Be aware it might take time for cancellations to process fully—plan accordingly.
Customer.io Customer Service Info
If you need assistance, here's how you can get in touch with Customer.io's support team.
Cancel Customer.io Script
Script
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Dear Customer.io Team,
I hope this message finds you well. I am writing to formally request the cancellation of my subscription. Due to some recent budget constraints, I have decided to streamline my expenses and will no longer be needing the service at this time.
I appreciate the functionality and support your platform has provided, and I hope to possibly return in the future when my situation allows. Please confirm the cancellation at your earliest convenience.
Thank you for your assistance!
Best regards,
Frequently Asked Questions
Customer.io's cancellation policy requires an Account Admin or someone with billing access to cancel the account. For Essentials plan users, cancellation can be done via the Plans & Billing page, while Premium subscription users must contact their Customer Success Manager. Upon cancellation, messages stop immediately, user access is revoked, and account data is deleted after 60 days; users can restart the account within 60 days by contacting billing@customer.io, but after 60 days a new account setup is needed.
To cancel your subscription with Customer.io, you need to log into your account, which requires your password. If you don't remember your password, you can reset it using this link: https://fly.customer.io/reset_password. There is no indication that Customer.io offers phone or unauthenticated chat support for subscription cancellation without logging in, so having your password or resetting it is necessary to proceed with the cancellation.
- Too much focus on acquisition: Businesses focus heavily on acquiring new customers and neglect loyal subscribers, leading to higher churn.
- Not delivering the same value anymore: Customers cancel when product or service quality decreases or options on order delivery are restricted.
- No options to change or edit their subscription: Lack of flexibility in subscription plans, like no options to skip shipments or change delivery schedules, leads to cancellations.
- Increased prices: Price hikes, especially if the brand's advantage is low pricing, cause cancellations unless backed by increased value.
- Customers don’t use the products: Subscribers who don’t use the product eventually cancel; engagement and teaching customers how to use the product is important.
- Customers cutting down on costs: Financial changes may force customers to reduce expenses causing cancellations.
- Found a cheaper competitor: Customers may switch to competitors offering lower prices.
- Found a competitor offering better services or products: Customers may cancel if competitors provide features or quality better aligned with their needs.
- Bad customer experience: Poor customer service can drive customers away despite product quality.
Customer.io does allow cancellation of your membership or subscription at any time, but there are important caveats to be aware of. If you cancel, you remain liable for all fees for the remainder of the current subscription term, meaning no refunds for unused time; fees are non-refundable unless required by law. Also, if you have a Premium subscription, cancellation must be done through a Customer Success Manager, which can delay straightforward self-service cancellation. Additionally, account data is deleted 60 days after cancellation, which is irreversible, so save anything important beforehand.
Before canceling your Customer.io subscription, it's important to know that you must have Account Admin rights or permission to access billing and account info. Once you cancel, all message sending immediately stops and access to your account is removed. Your account data will be scheduled for deletion 60 days after cancellation, making it unrecoverable afterward, so be sure to save any important information beforehand. If you change your mind within that 60-day window, you can reactivate your account by contacting Customer.io, but after 60 days, you would need to set up a new account.
- Account Admin or Member access with permission to "Access billing & account info"
- Ability to log into your Customer.io account
- Access to the Account’s Plans & Billing page (for Essentials plan customers)
- Customer Success Manager contact (for Premium subscription holders)
- Written notice of termination if required, as per the Terms of Service
We've actually written a step by step guide on how to get a refund from Customer.io. Check it out!
The Easiest Way to Cancel Customer.io
If you’re frustrated trying to cancel your subscription, membership, or bill from Customer.io—or if you didn’t even realize you were being charged—Chargeback can help. Chargeback is a personal subscription manager that automatically detects hidden, recurring charges like Netflix, Hulu, and hundreds of others. With one click, we can cancel unwanted subscriptions, flag suspicious billing, and even initiate refund requests on your behalf. No more waiting on hold or navigating confusing help pages. Just connect your bank or email account, and we’ll take care of the rest.
Start reclaiming your money today with Chargeback
What Are Some Alternatives to Customer.io?
CUSTOMER.IO, Customer IO, CUST.IO, CUST IO
Editorial Note: These articles reflect the opinions of Chargeback's writers. Everyone's situation is unique; therefore, it is important to conduct your own research and note that our self-help tools are not guaranteed to help with any specific problem.
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