Essential Support has no in-app “Cancel” or “Downgrade” button. Canceling a Team subscription is done from Stripe’s Customer Portal, reached through the Manage billing button on the Billing page. There’s also no separate downgrade flow to move a Team workspace back to Free — canceling the Team subscription is what returns a workspace to Free-equivalent behavior once the current billing period ends.
Cancel your Team plan
- Sign in as the workspace owner and open Settings (gear icon) → Billing.
- Under your Team plan details, click Manage billing. You’re redirected in full to Stripe’s Customer Portal.
- In the portal, choose to cancel the subscription. Stripe cancels it at the end of the current billing period rather than immediately.
- Return to Essential Support. The Billing page now shows a cancellation notice — “Your Team plan is set to cancel and stays active until [date]” — in place of the usual renewal line, and every seat and feature keeps working normally until that date.
What happens at the end of the period
Once a canceled subscription’s period ends, its status moves from “set to cancel” to fully inactive. The Billing page then shows “Your Team plan is inactive,” with the explanation “Your workspace, tickets, and agents all remain — but adding new agents is paused.” Nothing is deleted: existing tickets, agents, and settings are preserved exactly as they were. The only functional change is that you can no longer add or re-enable agents beyond your current active count, and extra-seat purchases aren’t available, until you restart the plan.
Undo a cancellation
If you canceled but change your mind before the period ends, return to the Stripe Customer Portal from Manage billing — the subscription is still live in Stripe up until the period-end date, so the portal lets you remove the scheduled cancellation and keep the same subscription running. Once the period has actually ended and the plan shows as inactive, there’s no “undo” — restarting starts a new subscription instead (see below).
Restart a lapsed plan
- Once a Team plan has fully lapsed, the Billing page shows “Your Team plan is inactive” with a Monthly / Yearly cadence toggle and a Restart Team plan button.
- Choose a cadence, then click Restart Team plan.
- This opens a brand-new Stripe embedded checkout — the same “Upgrade to Team” flow described in Upgrade to the Team plan. Essential Support cannot resume a dead subscription in place, so restarting always starts a fresh subscription and a fresh 5-seat allotment.
- Any agents you disabled while lapsed stay disabled; re-enable them from Settings → Agents once the new subscription is active and you have seats free.
Edge cases
- A failed card payment alone does not cancel or lapse your plan — Stripe retries automatically first. Only after retries are exhausted does the plan become inactive. See Update your payment method.
- View billing history stays available on the inactive-plan notice, so you can still see past invoices after cancellation — see View your invoices and receipts.
- There is no partial-refund flow inside Essential Support; refund requests for a canceled subscription are handled by contacting support directly, not through Billing.
- Seat changes and cadence switches are blocked while a plan is inactive — you must restart the plan before changing seats again. See Add or remove agent seats.