Cancelled account but still charged

[Kelly Conniff]

I cancelled my account but have still been charged. i have now had to cancel deletion in order to find out how to cancel account and payment. Bank tell me i need to do this with Atlassian not with them

[Pramod Sp]

Hello Kelly,

Welcome to the community!

I apologize for any inconvenience you've experienced with canceling your account. I've taken the liberty of creating a support ticket for you, and I'll personally ensure that your workspace is reviewed and your refund is processed promptly.

If you have any other questions or need further assistance, feel free to reach out.

Regards, 

Pramod SP | Trello Team 

[Tansu Akdeniz]

Hi @Kelly Conniff 

It might be best to confirm this with Atlassian.

Please contact support via Atlassian Support portal If it is inaccessible for you, please try submitting a ticket through this page instead: Atlassian Contact – Purchasing & Licensing

Also, please ensure that you followed the right steps regarding the cancellation: Change or cancel your Trello plan 

[Peter_DevSamurai]

Hi @Kelly Conniff , 

I'm sorry to hear this and deleting your account doesn't automatically cancel any active Workspace subscriptions (like Standard or Premium plans), which could explain the ongoing charge. Subscriptions need to be cancelled separately via your Workspace's billing settings before deletion takes effect.

Here's my suggestion for cancel -> request refund -> deletion:

1. Cancel Subcription: 

• Navigate to the Billing page in your Workspace settings (usually under "Settings" > "Billing").
• At the bottom, select the option to cancel your plan (e.g., Standard or Premium). This will downgrade to free at the end of the current billing period, no further charges after that.
• Confirm the cancellation. You'll keep paid features until the period ends.

2. Request a Refund for the recent charge:

• Refunds are available within 30 days of the charge (or upgrade), prorated for unused time.

• Submit a request via Atlassian's billing support form: Trello Billing Support (select "Trello" as the product, then "Payment and credit card issues" > "Proceed without URL, SEN, EN, or invoice number" if you don't have those details).

• Include your Workspace name/ID, charge date/amount, and a brief explanation (e.g., "Cancelled account but charged post-cancellation"). Please include & attach bank statements too, that would be much helpful!!!
  
  

3. Proceed with Account Deletion (Once Resolved After You Successfully receive the Refund ):

• After confirming the refund/cancellation, go to your Atlassian account settings: id.atlassian.com > "Delete your account."
• If you're the only admin of a paid Workspace, it will cancel automatically upon deletion. Otherwise, appoint a new admin first to avoid issues. 
• Note: Deletion is permanent after 30 days

I hope these links are helpful for you:

• Cancel your Trello Plan
• Trello Billing with Premium & Standard Plans
• Delete your Trello Plan

If the support form doesn't resolve it quickly (usually within 1-2 business days), you can find the general contact trello.com/contact. 

I hope this works out for you :)

Best regards, 

Peter