How to Cancel Intercom: Step-by-Step Guide to Cancelling Your Subscription
Intercom's cancellation process depends on whether you're on a monthly, annual self-serve, or enterprise contract. Here's exactly how to cancel each type.
Which Type of Account Do You Have?
Signed up without a 12-month commitment. Billed monthly.
Easiest to cancelChose annual billing through Intercom's website. Paid 12 months upfront or billed annually.
No mid-term refundNegotiated a contract with an Intercom sales rep. May have custom pricing and terms.
30-day written noticeHow to Cancel Month-to-Month Essential
- 1Log in to IntercomGo to app.intercom.com and log in to your workspace as an Admin.
- 2Open SettingsClick the gear icon in the bottom left sidebar to open Settings.
- 3Go to BillingSelect Billing from the Settings menu.
- 4Click Payment DetailsIn the Billing section, find and click on Payment Details.
- 5Cancel SubscriptionClick the Cancel Subscription button. Confirm when prompted.
- 6ConfirmationYou will receive a confirmation email. Your workspace stays active until the end of the current billing period.
Month-to-month: cancel anytime, takes effect at end of billing period. No penalty, no notice required.
How to Cancel Annual Self-Serve
The steps are the same (Settings > Billing > Payment Details > Cancel), but the outcome is different:
Your subscription remains active until the end of the 12-month billing period. Cancelling early does NOT give you access to a refund for unused months.
It stops the auto-renewal. Your workspace continues until the annual period ends, then your account closes automatically.
Cancel at least 30 days before your renewal date to ensure it does not auto-renew for another 12 months. Check your billing section for the exact renewal date.
How to Cancel an Enterprise Contract
Enterprise contracts cannot be cancelled through the self-serve billing portal. You must contact Intercom directly.
Email your Intercom Account Manager or Intercom billing team at [email protected]. Request confirmation that your notice has been received.
Enterprise contracts require written cancellation notice at least 30 days before the contract renewal date. A simple email counts as written notice - request read receipt.
Check your original contract for the exact renewal date and confirm the 30-day notice window.
Keep copies of your cancellation notice and Intercom's confirmation. Disputes over contract terms are easier to resolve with documentation.
Sample cancellation email subject line:
"Cancellation notice - [Company name] Intercom contract - effective [date]"
Refund Policy
Standard policy: no refunds
All fees paid to Intercom are non-refundable unless explicitly stated in your contract. If you cancel an annual plan early, you do not receive a refund for unused months - your access simply runs until the end of the paid period.
Exception: if Intercom experiences extended downtime that breaches their Service Level Agreement, you may be entitled to service credits per your contract terms. This is credits on future bills, not a cash refund.
What Happens to Your Data
As soon as the subscription ends, your Intercom messenger widget goes offline. Customers will no longer be able to start new conversations.
Your workspace remains accessible for viewing but no new messages can be sent or received.
Intercom typically retains data for 30-60 days after cancellation. Verify the current policy in Intercom's privacy documentation before cancelling.
Before cancelling, export: conversation history, contact list, and help center articles. Go to Settings to find export options for each data type.