How to Submit a Cancellation Request

Submit a formal cancellation request when you want to close your DecoNetwork account. This ensures your account is properly closed and billing is ceased according to our cancellation policy. Before your request is finalized, you're shown options to help you stay subscribed, and once submitted, your request is reviewed so you know exactly when your services will stop.

In This Article

• Prerequisites
• Why use this feature?
• Step 1: Go to Membership Subscription
• Step 2: Start your cancellation
• Step 3: Confirm your cancellation
• Best Practices
• Troubleshooting
• FAQs
• Additional Resources

Prerequisites

Why use this feature?

Submitting a formal cancellation request is what stops your billing and closes your account according to our cancellation policy. Submitting your request through the Membership Subscription page means:

• You're shown retention options, a discount, a 1-on-1 consultation, or the chance to raise a ticket, before your cancellation goes through
• Your request is reviewed rather than actioned instantly, giving you a chance to withdraw it if you change your mind
• You get a clear confirmation of the date your services will stop, so your team can plan around it

Step 1: Go to Membership Subscription

1. Log into your DecoNetwork Website.

2. Browse to Admin → Account. → Membership Subscription

   

   

   The Membership Subscription page opens, showing your current plan details alongside a Change Plan button and a Cancel Membership Subscription button.

   

   The Membership Subscription page, where cancellation now starts.

Step 2: Start your cancellation

1. Select Cancel Membership Subscription.

2. Review the retention offer shown before your cancellation is processed:

   • 50% off your next month: applied automatically where possible. If it can't be applied automatically, you'll see instructions for having it applied to your account. This offer is available once per account, so if you've already redeemed it on a previous cancellation attempt, it won't be offered again.
   • Book a 1-on-1 consultation: schedule time with the DecoNetwork team to talk through any issues you're running into.
   • Raise a ticket: contact support about a specific problem instead of cancelling.

   

   The retention offer when a membership cancellation is initiated

   If you'd like to tell us why you're leaving, the fastest way is booking a 1-on-1 consultation or raising a ticket from this screen.

Step 3: Confirm your cancellation

1. Select Cancel Membership to proceed.

   A confirmation popup is displayed.

   

   Popup prompting you to confirm cancellation

2. Select Yes, Cancel My Membership to confirm your request.

3. Your request is submitted for review. A Cancellation Confirmed message displays, confirming your request was received and the date your services will stop.

   

   Cancellation Confirmed Popup

   The DecoNetwork Accounts team is notified of your request and will process the cancellation. Any outstanding fees or remaining billing cycles are charged before the cancellation is finalized.

   While your request is pending, the Cancel Membership Subscription button on the Membership Subscription page is replaced with a Withdraw Cancellation Request button, and an alert appears on your Admin dashboard noting the pending request, with links to edit or withdraw it.

   

   Membership Subscription page with Cancellation Request submitted

Best Practices

• Export any reports or account data you'll need later before you submit your cancellation request.
• Review the retention offer options. A short consultation or a raised ticket can often resolve the issue that prompted the cancellation.
• Note the service end date shown in your cancellation confirmation so your team can plan around it.
• If you change your mind after submitting your request, withdraw it promptly from the Membership Subscription page.

Troubleshooting

Problem: You can't find the Cancellation Request menu item.
Cause: It's been combined into the Membership Subscription page.
Solution: Browse to Admin → Account → Membership Subscription and select Cancel Membership Subscription.

Problem: The 50% discount wasn't applied automatically.
Cause: Some billing configurations require the discount to be applied manually.
Solution: Follow the on-screen instructions on the retention offer screen, or raise a ticket for the Client Services team to apply it for you.

Problem: The Cancel Membership Subscription button isn't showing.
Cause: A cancellation request is already pending review.
Solution: Check the Membership Subscription page for a Withdraw Cancellation Request button, or check your Admin dashboard for the pending-cancellation alert.

FAQs

Do I still need to complete an exit survey to cancel?
No. The cancellation flow no longer asks for a reason or comments. You'll see the retention offer instead.

Will I be charged again before my account closes?
If there are outstanding fees or billing cycles remaining, your account is charged accordingly before the cancellation is finalized.

What happens after I submit my cancellation request?
It goes to the DecoNetwork Accounts team for review. You'll see a confirmation with the date your services will stop, and your Membership Subscription page will show a Withdraw Cancellation Request button while it's pending.

Can I undo a cancellation after I submit it?
Yes, as long as it's still pending review. Go to Admin → Account → Membership Subscription and select Withdraw Cancellation Request.

Can I get the 50% discount more than once?
No. It's offered once per account. If you've already used it on a previous cancellation attempt, you can still book a 1-on-1 consultation or raise a ticket instead.

Additional Resources

• Cancel my DecoNetwork account
• Manage my DecoNetwork Membership Subscription
• Change my DecoNetwork subscription plan
• Setup & Go Live: Your Essential First Steps