Canceling Your Levitate Subscription

Canceling Your Levitate Subscription

We're sorry to see you go! If you need to cancel your Levitate subscription, this guide explains the process, what happens to your data, and how to export information before canceling.

Who Can Cancel a Subscription

Only Levitate Admins or Super Admins can cancel the account subscription. Regular users cannot cancel the subscription for the entire account.

If you're not an admin and need to cancel, please contact your account administrator.

How to Cancel Your Subscription

Subscription cancellations are handled by our Success and Support teams to ensure:

• You've exported any data you need
• We understand any issues you experienced (so we can improve)
• You're aware of any outstanding billing or commitments
• The cancellation is processed correctly

Steps to Cancel:

1. Contact your Success Specialist (if you have one assigned)

• They can help with any last-minute issues
• Can assist with data exports
• Will ensure a smooth off-boarding process

2. Or contact Support (Support will then connect you with your Success Specialist):

• Email: support@levitateapp.com
• Subject: "Request to Cancel Subscription"
• Include: Account name, reason for cancellation (optional but helpful)

3. Export your data (see below) before the cancellation takes effect

4. Cancellation confirmation:

• You'll receive confirmation once the cancellation is processed
• Includes final billing information
• Includes data retention information

Before You Cancel: Export Your Data

We recommend exporting important data before canceling:

Export Your Contacts

1. Go to Contacts

2. Select all contacts using the checkbox next to “Name.”

3. Click Export 

4. Save the file to your computer

What's included:

• Contact names, emails, phone numbers, addresses
• Tags, custom fields, key facts
• Contact ownership

Export Your Content

Email Templates:

• Take screenshots or copy/paste text from your saved templates
• Save any custom HTML newsletter templates

Automation Templates:

• Document your automation workflows
• Take screenshots of automation steps
• Save email/text message content from automations

Export Campaign History (if needed)

If you need campaign reports or analytics:

1. Go to the Reporting tab

2. Click on Email Report

3. Click on the name of the campaign you need to export

4. Click the “Download Report” button

Note: Campaign history and analytics are not available after cancellation.

What Happens When You Cancel

Immediate Effects:

• Account access: Disabled within 1-2 business days of cancellation confirmation
• Email sending: Stops immediately
• Automations: All active automations are canceled
• Scheduled campaigns: Canceled and will not send
• Integrations: Disconnected from third-party systems

Your Data:

• Retention period: Data is retained for 30 days after cancellation
• Recovery: If you change your mind within 30 days, data can be restored
• Permanent deletion: After 30 days, all data is permanently deleted

Data that's deleted:

• All contacts and their information
• Campaign history
• Email templates
• Automation configurations
• Reporting data
• User accounts

Data that's retained (for legal/billing):

• Billing records (kept per legal requirements)
• Support ticket history

Billing After Cancellation

Final Charges:

• Current billing period: You'll be billed for the remainder of your current period
• No prorated refunds: Cancellations do not result in prorated refunds for unused time
• Outstanding balances: Any outstanding charges will be processed

Alternatives to Canceling

Before canceling, consider these options:

Pause or Reduce Usage

• Deactivate users: Remove users you're not using to reduce costs
• Downgrade plan: Move to a lower-tier plan if you need fewer features
• Seasonal pause: Some plans allow seasonal pausing (ask your Success Specialist)

Address Specific Issues

If you're canceling due to a specific problem:

• Technical issues: Our Support team can often resolve technical problems quickly
• Integration problems: We can help troubleshoot integrations
• Training needs: Your Success Specialist can provide additional training
• Feature requests: Share what features you need - they might be in development

Talk to Your Success Specialist

They can:

• Identify unused features that might help
• Provide additional training
• Discuss plan options
• Address specific concerns

Reactivating After Cancellation

If you cancel and later want to return:

Within 30 days:

• Contact Support to restore your account
• All data can be recovered
• Your plan will resume

After 30 days:

• Data is permanently deleted
• You'll need to create a new account
• Will need to re-import contacts and set up from scratch

Frequently Asked Questions

Q: Can I cancel online without contacting anyone?

A: No, you must get in touch with your Success Specialist in order to cancel your subscription.

Q: What happens when selecting 'deactivate your account' under settings?

A: Your account will be marked as 'Pending Cancellation', and our Support Team and your Success Team will be notified.

Q: Will I get a refund for the unused portion of my subscription?

A: No, subscriptions are not prorated. You'll maintain access through the end of your current billing period.

Q: How long does cancellation take?

A: Typically 1-2 business days from when you submit your cancellation request.

Q: Can I keep my data after canceling?

A: Only if you export it before cancellation. After 30 days, all data is permanently deleted.

Q: What if I signed an annual contract?

A: Annual contracts may have early termination fees or require fulfilling the contract term. Contact your Success Specialist to discuss options.

Q: Can I cancel just one user instead of the whole account?

A: Yes! Use the "Deactivate User" feature in User Management. This keeps your account active but removes specific users.

Getting Help

Before canceling:

- Talk to your Success Specialist about concerns

- Contact Support to troubleshoot issues: support@levitateapp.com

To proceed with cancellation:

- Email your Success Specialist or support@levitateapp.com

- Subject: "Request to Cancel Subscription"

- Include your account name and reason (optional)

After canceling:

- Questions about final billing: Email your Success Specialist

- Need data recovery (within 30 days): support@levitateapp.com

- Want to reactivate: support@levitateapp.com

We're sorry to see you go! If there's anything we can do to improve your experience, please let us know.