If you’re seeing a banner in your account indicating that your subscription has been cancelled, even though you did not cancel it, this article explains why the message is appearing and how to resolve it.
This banner appears when:
- Auto-renewal was previously turned off for your subscription.
- There is no valid payment method on file.
When auto-renewal is disabled and there is no billing information available, the system cannot process your renewal. As a result, your subscription is marked as cancelled, even if no cancellation was made on your end.
How to resolve this
To remove the banner, you will need to complete the following:
- Sign in to the web panel.
- From the left navigation bar, click Settings.
- Select the Account & billing tab.
- Click the Manage Subscription button.
- Click the tile displaying your current plan.
- In the banner, select Remove scheduled cancellation.
- Confirm the removal of the cancellation to complete the process.
Note: If no payment method is on file at the time of renewal, your account will be marked as cancelled and placed on hold. To avoid this, ensure that a valid payment method is saved in your billing settings. For more information, refer to: What happens if my subscription payment fails?