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I cannot cancel 5 months of $25 Pro plan fees for my 20-long domain name, which has never been activated and is called “pending.” I can not downgrade it to the FREE plan, either. What do I do, please? Suzy.
suzygates.com
Sorry for the issues you’re facing.
That domain has been using Cloudflare nameservers for 3 years, but not in the account you are using here, https://securitytrails.com/domain/suzygates.com/history/ns
In the account you are using here, the zone (website) was added to your account, but the nameservers were never changed at your domain registrar. Hence it’s pending in your account waiting for the nameserver change.
What error do you get when you try to downgrade the plan?
Generally, refunds are not an option* unless there is a fault in the service. In this case, it seems you added a website, purchased a plan, but did not change the nameservers. I don’t think Support will view this as a fault in the service, it’s worth asking them, but I doubt it will be successful. Start by sharing a screenshot of the error you receive when you attempt to cancel the plan, that will help make your case.
To contact the billing team, please submit a new support request from your Cloudflare account directly through the Cloudflare dashboard. Visit https://dash.cloudflare.com/?to=/:account/support and choose Billing. You should also share the screenshot of the error on your Support ticket as the Community cannot assist with Billing issues.
*That is stated in the terms that you agreed to upon ordering the plan Self-Serve Subscription Agreement
Section 4.3 No Refunds
FEES ARE NONREFUNDABLE. YOU WILL BE BILLED IN FULL FOR THE SUBSCRIPTION TERM IN WHICH YOU CANCEL AND NO REFUNDS WILL BE PROVIDED FOR THE UNUSED PORTION OF SUCH SUBSCRIPTION TERM. Following any cancellation, however, you will continue to have access to the Paid Services through the end of your current Subscription Term. We may, in our sole discretion, provide a refund, discount, or credit (“Credits”) to you in a specific instance, however the provision of Credits in a specific instance does not entitle you to Credits in the future for similar instances or obligate us to provide additional Credits.
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