Plan requirement
| Subscription | Any plan |
Marketplace apps are charged monthly to a card and sit outside the ordinary invoice run, and cancelling one means uninstalling it.
How it is billed
Marketplace apps are charged monthly to the card held for the subscription. They sit outside the ordinary invoice run, which is why they never appear on the invoices you get on the 7th and the 21st.
There is no UBL file for these, and they cannot be paid by bank transfer.
Where to manage it
Card details and past receipts for these subscriptions live in our payment portal. Sign in with the primary email address on the subscription, which is usually whoever owned the Zendesk account when it started, and a six-digit code arrives by email.
Annual invoicing
Possible on request rather than as a standing option, and looked at case by case. Ask us if you would rather have one invoice a year than twelve card payments.
Cancelling: uninstall, do not disable
This is the one that costs people money. Disabling an app keeps its settings and its data, and it also keeps the subscription running. Only uninstalling ends the billing.
- Open the app management in Admin Center.
- Hover over the app and open its settings icon.
- Choose Uninstall.
An app that has been switched off for months is still being paid for, and nothing tells you so until somebody looks.
Before you cancel
If the app is not doing what you need, that is worth a conversation first. Tell us what is missing: some of it turns out to be configuration, and some of it becomes the next version.
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