{
 "id": "fullstory",
 "name": "Fullstory",
 "category": "marketing_sales",
 "website": "https://www.fullstory.com",
 "domains": [
  "fullstory.com"
 ],
 "summary": "Paid plans run on annual Order Forms that renew for a year unless you send written notice of non-renewal at least 60 days before the term ends; fees are non-refundable. There's no self-serve cancel button. Also turn off Session Overages, which bill a card separately. Data is deleted six months after cancelling.",
 "routes": [
  {
   "channel": "sales_contract",
   "label": "Paid plans on an Order Form",
   "applies_to": "Business, Advanced and Enterprise plans, which are priced through Fullstory's sales team and bought on an Order Form",
   "who": "The customer that signed the Order Form",
   "method": "contact_sales",
   "start_url": null,
   "steps": [
    {
     "do": "Find the end date of your current term: Order Forms renew automatically for one-year periods",
     "expect": null
    },
    {
     "do": "At least 60 days before the term ends, send Fullstory written notice of non-renewal to the address on the signature page of your agreement, or to another address Fullstory gave you in writing. Notice sent by email counts as delivered one business day after it is sent",
     "expect": null
    },
    {
     "do": "To ask for different quotas instead, go to Settings > Account Management > Subscription, select Adjust Plan and use the drop-down menu to send a message to Fullstory's team",
     "expect": null
    },
    {
     "do": "Export the data you want to keep before the term ends",
     "expect": null
    }
   ],
   "confirm_by": null,
   "effective": "The subscription ends at the end of the current term. Session replay data stays accessible for up to 30 days after the term",
   "notice": "Written notice of non-renewal at least 60 days before the end of the current term; otherwise the Order Form renews for another year",
   "refund": "None unless your Order Form says otherwise: all fees are non-cancelable and non-refundable",
   "fees": "Fees are paid annually in advance, and the fees for the current term stay due. Under the standard Terms, a renewal term costs 7% more than the term before it when the features stay the same",
   "source_ids": [
    "s1",
    "s2",
    "s3",
    "s4",
    "s5",
    "s6",
    "s7",
    "s8",
    "s9",
    "s10",
    "s11",
    "s36",
    "s37"
   ]
  },
  {
   "channel": "direct_web",
   "label": "Stop Session Overage charges",
   "applies_to": "Accounts that opted in to Session Overages, which are charged to a credit card through Stripe (not on an invoice), separately from the contract",
   "who": "A user with the Admin, Architect or Standard role",
   "method": "self_serve",
   "start_url": null,
   "steps": [
    {
     "do": "Go to Settings > Account Management: Sessions",
     "expect": null
    },
    {
     "do": "Turn Overages off, or lower the maximum number of overage blocks",
     "expect": null
    }
   ],
   "confirm_by": null,
   "effective": "You can opt out at any time; overage blocks already used in the current cycle are still charged to the card on file",
   "notice": null,
   "refund": null,
   "fees": "Overage blocks already consumed during the cycle",
   "source_ids": [
    "s12",
    "s13",
    "s14",
    "s15",
    "s16",
    "s39",
    "s40"
   ]
  },
  {
   "channel": "direct_web",
   "label": "Cancel an Umbrella sub-account",
   "applies_to": "Sub-accounts under a Fullstory Umbrella (multi-account) subscription",
   "who": "An Umbrella Manager",
   "method": "self_serve",
   "start_url": null,
   "steps": [
    {
     "do": "Go to Settings > Umbrella > Details",
     "expect": null
    },
    {
     "do": "Click the sub-account, then click Cancel Account to confirm",
     "expect": null
    },
    {
     "do": "To delete the sub-account permanently, contact Fullstory Support",
     "expect": null
    }
   ],
   "confirm_by": null,
   "effective": "Data capture stops for the removed account, though you can still log in to it",
   "notice": null,
   "refund": null,
   "fees": null,
   "source_ids": [
    "s17",
    "s18",
    "s19",
    "s20",
    "s21"
   ]
  }
 ],
 "pay_less": [
  {
   "type": "free_plan",
   "what": "FullstoryFree: 30,000 monthly sessions, up to 10 users and 12 months of analytics retention, at no cost",
   "evidence": "documented",
   "source_ids": [
    "s22",
    "s23",
    "s24"
   ]
  },
  {
   "type": "downgrade",
   "what": "Ask for incremental adjustments to your session or activation quotas: Settings > Account Management > Subscription, Adjust Plan, then send the request to Fullstory's team. It's a request, not an instant change",
   "evidence": "documented",
   "source_ids": [
    "s7",
    "s8",
    "s25"
   ]
  }
 ],
 "export": [
  {
   "data": "Users and events in a segment",
   "how": "Select the segment and click Create Export above the session playlist; download it when the export's status changes from In Progress to Completed",
   "format": "CSV, JSON or NDJSON, as a gzipped file",
   "limits": "Enterprise and Advanced plans only, and setting up an export needs an admin or architect role. You're responsible for exporting anything you want to keep before the agreement ends",
   "source_ids": [
    "s26",
    "s27",
    "s28",
    "s38",
    "s11"
   ]
  }
 ],
 "after_cancel": {
  "access_until": "The end of the subscription term; session replay data stays viewable for up to 30 days after it",
  "data_kept": "Fullstory deletes data six months after the cancellation date, and reactivating within that time restores access. To have it deleted sooner, email support@fullstory.com",
  "you_lose": [
   "Data capture and the paid plan once the term ends",
   "Session replay access 30 days after the term",
   "All captured data six months after cancelling"
  ]
 },
 "agent_notes": {
  "sign_in_needed": false,
  "phone_or_chat_only": false,
  "retention_step": null,
  "tips": [
   "Order Forms renew for a year unless written notice of non-renewal arrives at least 60 days before the term ends: note the deadline",
   "Under the standard Terms a renewal term is priced 7% above the previous term, so missing the 60-day notice costs more than a repeat of last year",
   "Fullstory's help center documents no cancel button for paid plans: the in-app Adjust Plan flow only sends a message to Fullstory's team",
   "Session Overages bill a card on file separately from the contract: turn them off in Settings > Account Management: Sessions",
   "If you change a legacy-priced plan, you can't switch back to it",
   "Free accounts may lose access to their data when the free service stops or its terms end"
  ]
 },
 "sources": [
  {
   "id": "s1",
   "url": "https://www.fullstory.com/legal/terms-and-conditions/",
   "title": "Customer Terms and Conditions",
   "publisher": "vendor",
   "quote": "Each Order Form will automatically renew for subsequent one-year periods",
   "supports": "automatic annual renewal"
  },
  {
   "id": "s2",
   "url": "https://www.fullstory.com/legal/terms-and-conditions/",
   "title": "Customer Terms and Conditions",
   "publisher": "vendor",
   "quote": "unless either Party provides written notice of non-renewal at least sixty (60) days before the end of the then-current term",
   "supports": "the 60-day written notice"
  },
  {
   "id": "s3",
   "url": "https://www.fullstory.com/legal/terms-and-conditions/",
   "title": "Customer Terms and Conditions",
   "publisher": "vendor",
   "quote": "all notices, demands, or consents required or permitted under this Agreement will be in writing",
   "supports": "notice must be in writing"
  },
  {
   "id": "s4",
   "url": "https://www.fullstory.com/legal/terms-and-conditions/",
   "title": "Customer Terms and Conditions",
   "publisher": "vendor",
   "quote": "the respective addresses set forth on the signature page to this Agreement or to such other address as may be provided by either party to the other party in writing",
   "supports": "where notice goes"
  },
  {
   "id": "s5",
   "url": "https://www.fullstory.com/legal/terms-and-conditions/",
   "title": "Customer Terms and Conditions",
   "publisher": "vendor",
   "quote": "Unless otherwise stated in an Order Form, all Fees are non-cancelable and non-refundable.",
   "supports": "no refunds"
  },
  {
   "id": "s6",
   "url": "https://www.fullstory.com/legal/terms-and-conditions/",
   "title": "Customer Terms and Conditions",
   "publisher": "vendor",
   "quote": "all Fees will be paid in advance on an annual basis",
   "supports": "fees are paid annually in advance"
  },
  {
   "id": "s7",
   "url": "https://help.fullstory.com/hc/en-us/articles/360020624414-Updating-your-Fullstory-Plan",
   "title": "Updating your Fullstory Plan",
   "publisher": "vendor",
   "quote": "Navigate to Settings > Account Management > Subscription.",
   "supports": "where plan changes start"
  },
  {
   "id": "s8",
   "url": "https://help.fullstory.com/hc/en-us/articles/360020624414-Updating-your-Fullstory-Plan",
   "title": "Updating your Fullstory Plan",
   "publisher": "vendor",
   "quote": "Select Adjust Plan.",
   "supports": "the Adjust Plan step"
  },
  {
   "id": "s9",
   "url": "https://help.fullstory.com/hc/en-us/articles/360020624414-Updating-your-Fullstory-Plan",
   "title": "Updating your Fullstory Plan",
   "publisher": "vendor",
   "quote": "Use the drop down menu to send a message to our team",
   "supports": "plan changes go to Fullstory's team"
  },
  {
   "id": "s10",
   "url": "https://www.fullstory.com/legal/terms-and-conditions/",
   "title": "Customer Terms and Conditions",
   "publisher": "vendor",
   "quote": "After the Term, Fullstory will provide Customer with access to previously-captured session replay data for up to thirty (30) days",
   "supports": "access after the term"
  },
  {
   "id": "s11",
   "url": "https://www.fullstory.com/legal/terms-and-conditions/",
   "title": "Customer Terms and Conditions",
   "publisher": "vendor",
   "quote": "Customer is responsible for exporting any Customer Data it wishes to retain prior to the effective date of termination or expiration of the Agreement",
   "supports": "export before the term ends"
  },
  {
   "id": "s12",
   "url": "https://help.fullstory.com/hc/en-us/articles/7466863344023-Session-Overages",
   "title": "Session Overages",
   "publisher": "vendor",
   "quote": "is an opt-in feature that allows your account to automatically purchase extra blocks of sessions when you exceed your session quota.",
   "supports": "what Session Overages are"
  },
  {
   "id": "s13",
   "url": "https://help.fullstory.com/hc/en-us/articles/7466863344023-Session-Overages",
   "title": "Session Overages",
   "publisher": "vendor",
   "quote": "Go to Settings > Account Management: Sessions",
   "supports": "where overages are turned off"
  },
  {
   "id": "s14",
   "url": "https://help.fullstory.com/hc/en-us/articles/7466863344023-Session-Overages",
   "title": "Session Overages",
   "publisher": "vendor",
   "quote": "You can opt out of using Session Overages or adjust your block quota at any time.",
   "supports": "turning overages off"
  },
  {
   "id": "s15",
   "url": "https://help.fullstory.com/hc/en-us/articles/7466863344023-Session-Overages",
   "title": "Session Overages",
   "publisher": "vendor",
   "quote": "However, your credit card on file will be charged for any session overage blocks already consumed during the cycle.",
   "supports": "used blocks are still charged"
  },
  {
   "id": "s16",
   "url": "https://help.fullstory.com/hc/en-us/articles/7466863344023-Session-Overages",
   "title": "Session Overages",
   "publisher": "vendor",
   "quote": "Charges are tracked separately from your contractual session quota and an invoice will be sent to the specified billing contact via Stripe.",
   "supports": "overages bill separately from the contract"
  },
  {
   "id": "s17",
   "url": "https://help.fullstory.com/hc/en-us/articles/360020623834-Introduction-to-Umbrella-Management",
   "title": "Introduction to Umbrella Management",
   "publisher": "vendor",
   "quote": "To remove a sub-account from your Umbrella, go to Settings > Umbrella > Details.",
   "supports": "where sub-accounts are removed"
  },
  {
   "id": "s18",
   "url": "https://help.fullstory.com/hc/en-us/articles/360020623834-Introduction-to-Umbrella-Management",
   "title": "Introduction to Umbrella Management",
   "publisher": "vendor",
   "quote": "Click the account, then click Cancel Account to confirm.",
   "supports": "the Cancel Account step"
  },
  {
   "id": "s19",
   "url": "https://help.fullstory.com/hc/en-us/articles/360020623834-Introduction-to-Umbrella-Management",
   "title": "Introduction to Umbrella Management",
   "publisher": "vendor",
   "quote": "You can still log in to the removed account, but data capture will stop.",
   "supports": "what cancelling a sub-account does"
  },
  {
   "id": "s20",
   "url": "https://help.fullstory.com/hc/en-us/articles/360020623834-Introduction-to-Umbrella-Management",
   "title": "Introduction to Umbrella Management",
   "publisher": "vendor",
   "quote": "If you want to delete the account permanently, contact the Support team.",
   "supports": "permanent deletion goes through Support"
  },
  {
   "id": "s21",
   "url": "https://help.fullstory.com/hc/en-us/articles/360020624414-Updating-your-Fullstory-Plan",
   "title": "Updating your Fullstory Plan",
   "publisher": "vendor",
   "quote": "Umbrella Managers can update from Settings > Umbrella > Manage.",
   "supports": "Umbrella Managers manage the Umbrella"
  },
  {
   "id": "s22",
   "url": "https://www.fullstory.com/plans/",
   "title": "Plans",
   "publisher": "vendor",
   "quote": "FullstoryFree includes 30,000 monthly sessions and 12 months of analytics retention",
   "supports": "the free plan's limits"
  },
  {
   "id": "s23",
   "url": "https://www.fullstory.com/plans/",
   "title": "Plans",
   "publisher": "vendor",
   "quote": "up to 10 users",
   "supports": "the free plan's user limit"
  },
  {
   "id": "s24",
   "url": "https://www.fullstory.com/plans/",
   "title": "Plans",
   "publisher": "vendor",
   "quote": "Request pricing & demo",
   "supports": "paid plans are priced through sales"
  },
  {
   "id": "s25",
   "url": "https://help.fullstory.com/hc/en-us/articles/360020624414-Updating-your-Fullstory-Plan",
   "title": "Updating your Fullstory Plan",
   "publisher": "vendor",
   "quote": "Make incremental adjustments to your account quotas.",
   "supports": "lowering quotas"
  },
  {
   "id": "s26",
   "url": "https://help.fullstory.com/hc/en-us/articles/360055602174-Segments-Export",
   "title": "Segments - Export",
   "publisher": "vendor",
   "quote": "select the Segment you want to export and click Create Export above the session playlist",
   "supports": "how to export a segment"
  },
  {
   "id": "s27",
   "url": "https://help.fullstory.com/hc/en-us/articles/360055602174-Segments-Export",
   "title": "Segments - Export",
   "publisher": "vendor",
   "quote": "Fullstory offers 3 download types: CSV, JSON, and NDJSON. The download will be a gzipped file",
   "supports": "the export formats"
  },
  {
   "id": "s28",
   "url": "https://help.fullstory.com/hc/en-us/articles/360055602174-Segments-Export",
   "title": "Segments - Export",
   "publisher": "vendor",
   "quote": "Available with Enterprise and Advanced plans.",
   "supports": "which plans can export"
  },
  {
   "id": "s29",
   "url": "https://help.fullstory.com/hc/en-us/articles/360020623394-GDPR-FAQs",
   "title": "GDPR FAQs",
   "publisher": "vendor",
   "quote": "Fullstory data is deleted six months after your account cancellation date.",
   "supports": "how long data is kept"
  },
  {
   "id": "s30",
   "url": "https://help.fullstory.com/hc/en-us/articles/360020623394-GDPR-FAQs",
   "title": "GDPR FAQs",
   "publisher": "vendor",
   "quote": "If you wish for all of your data to be deleted at the time of account cancellation or before your retention period ends, please write to support@fullstory.com",
   "supports": "asking for earlier deletion"
  },
  {
   "id": "s31",
   "url": "https://help.fullstory.com/hc/en-us/articles/360020623394-GDPR-FAQs",
   "title": "GDPR FAQs",
   "publisher": "vendor",
   "quote": "If you reactivate your account at any point during that time, you will still have access to Session Replays and analytics data that within your account's retention periods.",
   "supports": "reactivating restores access"
  },
  {
   "id": "s32",
   "url": "https://www.fullstory.com/legal/terms-and-conditions/",
   "title": "Customer Terms and Conditions",
   "publisher": "vendor",
   "quote": "no later than six (6) months following the effective date of termination",
   "supports": "deletion deadline in the Terms"
  },
  {
   "id": "s33",
   "url": "https://help.fullstory.com/hc/en-us/articles/360020624414-Updating-your-Fullstory-Plan",
   "title": "Updating your Fullstory Plan",
   "publisher": "vendor",
   "quote": "You can keep that plan as long as you'd like, but once you make a change we won't be able to switch you back to your legacy plan.",
   "supports": "legacy plans can't be restored"
  },
  {
   "id": "s34",
   "url": "https://www.fullstory.com/legal/FullstoryFree-terms/",
   "title": "FullstoryFree Terms of Use",
   "publisher": "vendor",
   "quote": "You may not be able to access data used in the Free Services when it stops running or when these FullstoryFree Terms terminate.",
   "supports": "free accounts' data access"
  },
  {
   "id": "s35",
   "url": "https://help.fullstory.com/hc/en-us/articles/7466863344023-Session-Overages",
   "title": "Session Overages",
   "publisher": "vendor",
   "quote": "When you reach your session quota, data capture will be paused until the start of your next monthly or annual usage cycle.",
   "supports": "without overages, capture pauses instead of billing"
  },
  {
   "id": "s36",
   "url": "https://www.fullstory.com/legal/terms-and-conditions/",
   "title": "Customer Terms and Conditions",
   "publisher": "vendor",
   "quote": "one (1) business day after being sent by email",
   "supports": "notice sent by email takes effect one business day later"
  },
  {
   "id": "s37",
   "url": "https://www.fullstory.com/legal/terms-and-conditions/",
   "title": "Customer Terms and Conditions",
   "publisher": "vendor",
   "quote": "Fees for any Renewal Subscription Term will be at a 7% premium from the preceding term, provided the features and services elected for such renewal are the same",
   "supports": "renewal price increase"
  },
  {
   "id": "s38",
   "url": "https://help.fullstory.com/hc/en-us/articles/360055602174-Segments-Export",
   "title": "Segments - Export",
   "publisher": "vendor",
   "quote": "an admin or architect role to configure",
   "supports": "who can set up exports"
  },
  {
   "id": "s39",
   "url": "https://help.fullstory.com/hc/en-us/articles/7466863344023-Session-Overages",
   "title": "Session Overages",
   "publisher": "vendor",
   "quote": "Available to the following User roles: Admin Architect Standard",
   "supports": "who can change overage settings"
  },
  {
   "id": "s40",
   "url": "https://help.fullstory.com/hc/en-us/articles/7466863344023-Session-Overages",
   "title": "Session Overages",
   "publisher": "vendor",
   "quote": "overage charges cannot be paid via an invoice",
   "supports": "overages are paid by card only"
  }
 ],
 "verification": {
  "level": "docs",
  "checked_on": "2026-10-05",
  "by": "stackcut-research",
  "unverified": [
   "Fullstory's help center doesn't describe a self-serve way to cancel a paid plan; the Terms only require written notice to the address in your agreement",
   "Your own Order Form can change the renewal, notice, price and refund terms, and those aren't public",
   "The FullstoryFree Terms don't say how to close a free account",
   "Where to download past invoices isn't described on Fullstory's plan help page"
  ],
  "review": {
   "by": "stackcut-review",
   "on": "2026-10-06",
   "result": "fixed",
   "notes": [
    "Added the Terms' 7% price increase on renewal terms to the contract route's fees and the tips",
    "Added that written notice may be sent by email and counts as delivered one business day later",
    "Adjust Plan only sends a request about quota changes; reworded the step and the pay-less item and dropped 'retention' quotas, which the help page doesn't mention",
    "Added the admin or architect role needed to set up exports, and the roles that can change overage settings",
    "Noted that overage charges go on a card through Stripe and can't be invoiced"
   ]
  }
 },
 "page": "https://stackcut.io/cancel/fullstory",
 "json": "https://stackcut.io/exits/fullstory.json",
 "evidence": {
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  "docs_checked_on": "2026-10-05",
  "last_observed_success_on": null,
  "verification": "docs",
  "freshness": {
   "as_of": "2026-10-09",
   "status": "current",
   "checked_on": "2026-10-05",
   "age_days": 4,
   "stale_after_days": 30,
   "next_check_on": "2026-11-04"
  },
  "routes": [
   {
    "route_id": "fullstory--sales-contract--r1",
    "channel": "sales_contract",
    "checked_on": "2026-10-05",
    "freshness": {
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     "status": "current",
     "checked_on": "2026-10-05",
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   {
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    "channel": "direct_web",
    "checked_on": "2026-10-05",
    "freshness": {
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     "status": "current",
     "checked_on": "2026-10-05",
     "age_days": 4,
     "stale_after_days": 30,
     "next_check_on": "2026-11-04"
    }
   },
   {
    "route_id": "fullstory--direct-web--r3",
    "channel": "direct_web",
    "checked_on": "2026-10-05",
    "freshness": {
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     "status": "current",
     "checked_on": "2026-10-05",
     "age_days": 4,
     "stale_after_days": 30,
     "next_check_on": "2026-11-04"
    }
   }
  ]
 },
 "license": "CC-BY-4.0",
 "credit": "Stackcut Exits (https://stackcut.io/cancel), CC BY 4.0"
}