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How do I cancel my TrueROAS subscription?

Click Stop Tracking & Cancel Subscription on the Billing tab, answer three short questions and finish the cancellation on Stripe's billing page.

Cancel a plan you pay through TrueROAS

  1. Open General Settings and click the Billing tab.
  2. At the bottom of the tab, click Stop Tracking & Cancel Subscription.
  3. A window asks Are you sure? and lists Stop all ad optimization, Stop all tracking and Cancel your subscription. Click Yes, Cancel to go on, or Go Back to stop here.
  4. Answer the three questions:
    • What did you hope to get? Pick Better data, More sales, Easier to use or Other.
    • Why are you leaving? Pick Too hard, Too expensive, Can't trust data or Other.
    • Any other feedback? Type a few words in the box that reads Tell us more...
  5. Click Continue Cancellation. It stays greyed out until you have answered all three questions.
  6. If you picked Too hard or Can't trust data, a window titled Before you go: 15 minutes with Rasmus? first offers you a free call with the founder. Book a time, or click Continue cancelling to go on. See How do I book a call with Rasmus?.
  7. Stripe's billing page opens. Cancel your subscription there.
  8. When you go back to TrueROAS, the Thank You page shows the date your plan stays active until.

What happens on that date, and how to undo the cancellation, is explained in What happens after I cancel, and how do I restart my subscription?.

Cancel a plan you pay through Shopify

When your store pays for TrueROAS through Shopify, the Billing tab shows Shopify Billing with Manage Subscription in Shopify. Shopify handles your plan, so you cancel it in your Shopify admin:

  1. Open General Settings and click the Billing tab.
  2. Click Manage Subscription in Shopify. TrueROAS opens in your Shopify admin in a new browser tab.
  3. Cancel your subscription in Shopify.

If you go through Stop Tracking & Cancel Subscription instead, you answer the same questions, but then the TrueROAS app in your Shopify settings opens instead of Stripe's billing page. You cancel there.

Good to know

  • The Billing tab only shows with the Billing & Team permission. See What can team members see and change on the Dashboard and Ads Manager?.
  • If Stop Tracking & Cancel Subscription is greyed out, your login cannot cancel from here, for example because you joined someone else's team or have no billing account of your own. Stripe's billing page always opens for your own login, so if someone else pays for the store, ask them to cancel.
  • If you pay for the plan yourself, Manage Subscription on the Billing tab opens the same Stripe page, so you can also cancel there without answering the questions.
  • Your plan, your tracking and the sales sent to the ad platforms keep running until the end date shown on the Thank You page.
  • Cancelling ends the plan for every store it pays for, not only the store you have open.
  • The button stays on the Billing tab after you cancel, until your plan has ended.
  • Your answers to the three questions go to the TrueROAS team.
  • Cancelling does not delete your stores or your data. To remove a store, see How do I delete a store from TrueROAS?.
  • On Pro or Premium, you can move to a smaller plan instead of leaving. See How do I upgrade, downgrade or switch my plan to yearly billing?.