{
 "id": "intercom",
 "name": "Intercom",
 "category": "customer_support",
 "website": "https://www.intercom.com",
 "domains": [
  "intercom.com",
  "intercom.io"
 ],
 "summary": "Cancel in Settings, Subscription, Billing: select Payment details, then Cancel subscription; access lasts until the billing period ends. Contract customers go through their Account Manager and must give written notice 30 days before renewal, or the contract renews for 12 months. Exporting needs an active subscription.",
 "routes": [
  {
   "channel": "direct_web",
   "applies_to": "Monthly and annual subscriptions that are not on a contract",
   "who": "A teammate who can open the workspace's billing settings (the help article doesn't name the permission)",
   "method": "self_serve",
   "start_url": null,
   "steps": [
    {
     "do": "Sign in to your Intercom workspace and go to Settings, Subscription, Billing",
     "expect": "Payment details"
    },
    {
     "do": "Select Payment details at the top",
     "expect": "Cancel subscription"
    },
    {
     "do": "Scroll down and click Cancel subscription",
     "expect": null
    }
   ],
   "confirm_by": null,
   "effective": "You keep access until the end of the current billing period and aren't billed for the next one; an annual subscription ends at the end of its 12-month billing period and doesn't renew",
   "notice": "Monthly plans: none. Yearly plans: Intercom's Terms say they renew for 12 months unless written notice of intent not to renew is given at least 30 days before they expire",
   "refund": "All fees are non-refundable; an annual subscription gets no prorated refund if cancelled early",
   "fees": "When the subscription ends, Intercom charges the card on file (or invoices you) for any outstanding fees; usage is billed the month after it happens, so expect a final usage charge",
   "source_ids": [
    "s1",
    "s2",
    "s3",
    "s4",
    "s5",
    "s6",
    "s7",
    "s8",
    "s12",
    "s14",
    "s41",
    "s42"
   ]
  },
  {
   "channel": "sales_contract",
   "applies_to": "Subscriptions on a contract",
   "who": "The customer, through its Intercom Account Manager",
   "method": "contact_sales",
   "start_url": null,
   "steps": [
    {
     "do": "Contact your Account Manager: on a contract, subscription and seat changes can't be made in the interface",
     "expect": null
    },
    {
     "do": "Give written notice of cancellation at least 30 days before the renewal date; the Terms say to send notice of intent not to renew to accountsreceivable@intercom.io",
     "expect": null
    }
   ],
   "confirm_by": null,
   "effective": "At the end of the contract term, if notice was given in time",
   "notice": "Written notice at least 30 days before the renewal date; if the deadline is missed, the contract automatically renews for another 12 months",
   "refund": "All fees are non-refundable",
   "fees": null,
   "source_ids": [
    "s9",
    "s10",
    "s11",
    "s12",
    "s13",
    "s14",
    "s39"
   ]
  }
 ],
 "pay_less": [
  {
   "type": "seat_reduction",
   "what": "Remove teammates in Settings, Workspace, Teammates (hover over the name, Edit, Remove Teammate). On a yearly plan, seats already paid for are charged until the next renewal",
   "evidence": "documented",
   "source_ids": [
    "s15",
    "s16",
    "s17"
   ]
  },
  {
   "type": "downgrade",
   "what": "Click Change plan to move to a cheaper plan, or remove add-ons (Pro, Proactive Support Plus, Copilot) from the Subscription tab. Unused time becomes a credit on the next invoice. Yearly plans can only downgrade or drop seats and add-ons at renewal",
   "evidence": "documented",
   "source_ids": [
    "s17",
    "s18",
    "s19",
    "s20"
   ]
  }
 ],
 "export": [
  {
   "data": "Conversations: single conversations or bulk selections as text or PDF; reporting data (no message content) through Reports, Dataset export; message details and attachments to Amazon S3, without a transcript",
   "how": "From a conversation, choose Export conversation as text (or PDF); for reporting data use Dataset export; for S3 go to Settings, Data, Imports & exports",
   "format": "Text or PDF; CSV for dataset exports; JSON files in Amazon S3",
   "limits": "Data is available for up to two years. S3 exports don't contain a conversation transcript. Exporting needs an active subscription",
   "source_ids": [
    "s21",
    "s22",
    "s23",
    "s24",
    "s25",
    "s28",
    "s40"
   ]
  },
  {
   "data": "Users, leads and company data",
   "how": "In Contacts, select the users, open the More menu and select Export users; the file is emailed to you",
   "format": "CSV",
   "limits": "The emailed link to the CSV file expires after one hour; company data is limited to the name and ID of each user's most recent company",
   "source_ids": [
    "s26",
    "s27",
    "s43"
   ]
  }
 ],
 "after_cancel": {
  "access_until": "The end of the current billing period (annual plans: the end of the 12-month period)",
  "data_kept": "Cancelling doesn't delete data, but it stays inaccessible until you start a new subscription. The Terms say that 30 days after termination you have no further access and Intercom may delete it; workspaces without a subscription are deleted after 180 days of inactivity, with an email 90 days before deletion starts",
  "you_lose": [
   "Access to everything except Intercom settings and the option to start a new subscription",
   "Outbound messaging and your Help Center, which pause",
   "The ability to export data, which needs an active subscription"
  ]
 },
 "agent_notes": {
  "sign_in_needed": true,
  "phone_or_chat_only": false,
  "retention_step": null,
  "tips": [
   "Export conversations and contacts before the subscription ends: exporting needs an active subscription",
   "Contract customers can't cancel in the interface: contact the Account Manager and give written notice at least 30 days before renewal",
   "There is no way to pause an Intercom subscription",
   "Deleting the workspace (Settings, Workspace, General) also cancels non-contracted subscriptions; the workspace is deleted within 14 days",
   "Additional seats and additional usage are charged at list price; annual discounts don't apply to them"
  ]
 },
 "sources": [
  {
   "id": "s1",
   "url": "https://www.intercom.com/help/en/articles/9088378-how-to-cancel-your-subscription",
   "title": "How to cancel your subscription",
   "publisher": "vendor",
   "quote": "Navigate to Settings > Subscription > Billing",
   "supports": "where the cancel flow starts"
  },
  {
   "id": "s2",
   "url": "https://www.intercom.com/help/en/articles/9088378-how-to-cancel-your-subscription",
   "title": "How to cancel your subscription",
   "publisher": "vendor",
   "quote": "Select \"Payment details\" at the top.",
   "supports": "the Payment details step"
  },
  {
   "id": "s3",
   "url": "https://www.intercom.com/help/en/articles/9088378-how-to-cancel-your-subscription",
   "title": "How to cancel your subscription",
   "publisher": "vendor",
   "quote": "Scroll down and click on Cancel subscription.",
   "supports": "the final step"
  },
  {
   "id": "s4",
   "url": "https://www.intercom.com/help/en/articles/9088378-how-to-cancel-your-subscription",
   "title": "How to cancel your subscription",
   "publisher": "vendor",
   "quote": "Once cancelled, you'll retain access to Intercom until the end of your current billing period and you won't be billed for this subscription in the next period.",
   "supports": "when access ends"
  },
  {
   "id": "s5",
   "url": "https://www.intercom.com/help/en/articles/9088378-how-to-cancel-your-subscription",
   "title": "How to cancel your subscription",
   "publisher": "vendor",
   "quote": "You can cancel an annual subscription (that is not on contract) from the Billing > Payment details page.",
   "supports": "annual plans not on contract cancel self-serve"
  },
  {
   "id": "s6",
   "url": "https://www.intercom.com/help/en/articles/9088378-how-to-cancel-your-subscription",
   "title": "How to cancel your subscription",
   "publisher": "vendor",
   "quote": "It will be cancelled at the end of your 12-month billing period and won't renew.",
   "supports": "when an annual cancellation takes effect"
  },
  {
   "id": "s7",
   "url": "https://www.intercom.com/help/en/articles/9088378-how-to-cancel-your-subscription",
   "title": "How to cancel your subscription",
   "publisher": "vendor",
   "quote": "won't get a prorated refund if cancelled early",
   "supports": "no prorated refund for annual plans"
  },
  {
   "id": "s8",
   "url": "https://www.intercom.com/help/en/articles/9088378-how-to-cancel-your-subscription",
   "title": "How to cancel your subscription",
   "publisher": "vendor",
   "quote": "Log in to your Intercom workspace.",
   "supports": "sign-in is needed"
  },
  {
   "id": "s9",
   "url": "https://www.intercom.com/help/en/articles/9088378-how-to-cancel-your-subscription",
   "title": "How to cancel your subscription",
   "publisher": "vendor",
   "quote": "you'll need to speak to your Account Manager about pausing or cancelling",
   "supports": "contract customers cancel through the Account Manager"
  },
  {
   "id": "s10",
   "url": "https://www.intercom.com/help/en/articles/9088378-how-to-cancel-your-subscription",
   "title": "How to cancel your subscription",
   "publisher": "vendor",
   "quote": "Contracted customers must give written notice of cancellation at least 30 days before their renewal date",
   "supports": "the 30-day notice for contracts"
  },
  {
   "id": "s11",
   "url": "https://www.intercom.com/help/en/articles/9088378-how-to-cancel-your-subscription",
   "title": "How to cancel your subscription",
   "publisher": "vendor",
   "quote": "if this deadline is missed, the contract automatically renews for a further 12 months.",
   "supports": "missing the notice renews the contract"
  },
  {
   "id": "s12",
   "url": "https://www.intercom.com/legal/terms-and-policies",
   "title": "Intercom Terms of Service",
   "publisher": "vendor",
   "quote": "unless either party gives the other written notice of intent not to renew at least thirty (30) days prior to expiration",
   "supports": "the 30-day non-renewal notice for yearly subscriptions"
  },
  {
   "id": "s13",
   "url": "https://www.intercom.com/legal/terms-and-policies",
   "title": "Intercom Terms of Service",
   "publisher": "vendor",
   "quote": "Customer should send written notice of intent not to renew to accountsreceivable@intercom.io.",
   "supports": "where to send notice"
  },
  {
   "id": "s14",
   "url": "https://www.intercom.com/legal/terms-and-policies",
   "title": "Intercom Terms of Service",
   "publisher": "vendor",
   "quote": "All fees are non-refundable",
   "supports": "no refunds"
  },
  {
   "id": "s15",
   "url": "https://www.intercom.com/help/en/articles/8344189-how-to-manage-your-subscription",
   "title": "How to manage your subscription",
   "publisher": "vendor",
   "quote": "Navigate to Settings > Workspace > Teammates.",
   "supports": "where to remove teammates"
  },
  {
   "id": "s16",
   "url": "https://www.intercom.com/help/en/articles/8344189-how-to-manage-your-subscription",
   "title": "How to manage your subscription",
   "publisher": "vendor",
   "quote": "If you remove a teammate who was using a seat you've already paid for the year, you'll still be charged for this seat until your next renewal.",
   "supports": "seat removals on yearly plans"
  },
  {
   "id": "s17",
   "url": "https://www.intercom.com/help/en/articles/8367468-understand-how-billing-works-for-a-monthly-or-annual-subscription",
   "title": "Understand how billing works for a monthly or annual subscription",
   "publisher": "vendor",
   "quote": "When you pay yearly for your subscription, it's not possible to downgrade your plan or remove seats or add-ons during the current billing period.",
   "supports": "yearly plans change only at renewal"
  },
  {
   "id": "s18",
   "url": "https://www.intercom.com/help/en/articles/8344189-how-to-manage-your-subscription",
   "title": "How to manage your subscription",
   "publisher": "vendor",
   "quote": "Simply click Change plan to compare plans and then select the plan you'd like to upgrade or downgrade to.",
   "supports": "how to downgrade"
  },
  {
   "id": "s19",
   "url": "https://www.intercom.com/help/en/articles/8344189-how-to-manage-your-subscription",
   "title": "How to manage your subscription",
   "publisher": "vendor",
   "quote": "You will be given a credit for any unused time on your previous, more expensive plan.",
   "supports": "credit for unused time after a downgrade"
  },
  {
   "id": "s20",
   "url": "https://www.intercom.com/help/en/articles/8344189-how-to-manage-your-subscription",
   "title": "How to manage your subscription",
   "publisher": "vendor",
   "quote": "You may lose access to certain features, such as Workflows, that are not available on lower-tier plans.",
   "supports": "what a downgrade removes"
  },
  {
   "id": "s21",
   "url": "https://www.intercom.com/help/en/articles/2046229-export-your-conversations-data",
   "title": "Export your conversations data",
   "publisher": "vendor",
   "quote": "Export conversation as text (or Export conversation as PDF).",
   "supports": "exporting single conversations"
  },
  {
   "id": "s22",
   "url": "https://www.intercom.com/help/en/articles/2046229-export-your-conversations-data",
   "title": "Export your conversations data",
   "publisher": "vendor",
   "quote": "CSV exports contain reporting metadata (e.g. conversation IDs, timestamps, attributes, and metrics) but do not include full message or conversation content.",
   "supports": "what dataset exports leave out"
  },
  {
   "id": "s23",
   "url": "https://www.intercom.com/help/en/articles/2046229-export-your-conversations-data",
   "title": "Export your conversations data",
   "publisher": "vendor",
   "quote": "JSON files stored in Amazon S3 are structured, providing detailed message content and attachments.",
   "supports": "the S3 export format and content"
  },
  {
   "id": "s24",
   "url": "https://www.intercom.com/help/en/articles/2046229-export-your-conversations-data",
   "title": "Export your conversations data",
   "publisher": "vendor",
   "quote": "Data is available for up to two years, both for CSV and JSON exports.",
   "supports": "the two-year export limit"
  },
  {
   "id": "s25",
   "url": "https://www.intercom.com/help/en/articles/2046229-export-your-conversations-data",
   "title": "Export your conversations data",
   "publisher": "vendor",
   "quote": "Settings > Data > Imports & exports",
   "supports": "where the S3 export is set up"
  },
  {
   "id": "s26",
   "url": "https://www.intercom.com/help/en/articles/8851609-how-to-export-users-leads-or-company-data",
   "title": "How to export users, leads or company data",
   "publisher": "vendor",
   "quote": "Export users",
   "supports": "the contacts export option"
  },
  {
   "id": "s27",
   "url": "https://www.intercom.com/help/en/articles/8851609-how-to-export-users-leads-or-company-data",
   "title": "How to export users, leads or company data",
   "publisher": "vendor",
   "quote": "the link to your CSV file will expire after one hour",
   "supports": "the CSV format and link expiry"
  },
  {
   "id": "s28",
   "url": "https://www.intercom.com/help/en/articles/5045792-intercom-s-inactive-workspace-deletion-process",
   "title": "Intercom's inactive workspace deletion process",
   "publisher": "vendor",
   "quote": "you will need an active subscription in order to export your data.",
   "supports": "exports need an active subscription"
  },
  {
   "id": "s29",
   "url": "https://www.intercom.com/help/en/articles/5045792-intercom-s-inactive-workspace-deletion-process",
   "title": "Intercom's inactive workspace deletion process",
   "publisher": "vendor",
   "quote": "We delete workspaces without a subscription once they have reached 180 days of inactivity.",
   "supports": "when inactive workspaces are deleted"
  },
  {
   "id": "s30",
   "url": "https://www.intercom.com/help/en/articles/5045792-intercom-s-inactive-workspace-deletion-process",
   "title": "Intercom's inactive workspace deletion process",
   "publisher": "vendor",
   "quote": "we will notify the workspace creator and security contact by email, 90 days before deletion starts.",
   "supports": "the deletion warning email"
  },
  {
   "id": "s31",
   "url": "https://www.intercom.com/help/en/articles/9088378-how-to-cancel-your-subscription",
   "title": "How to cancel your subscription",
   "publisher": "vendor",
   "quote": "Cancelling your subscription does not delete your data.",
   "supports": "data is kept after cancelling"
  },
  {
   "id": "s32",
   "url": "https://www.intercom.com/help/en/articles/9088378-how-to-cancel-your-subscription",
   "title": "How to cancel your subscription",
   "publisher": "vendor",
   "quote": "You will only be able to access your Intercom settings and the option to start a new subscription",
   "supports": "what you can still access"
  },
  {
   "id": "s33",
   "url": "https://www.intercom.com/help/en/articles/9088378-how-to-cancel-your-subscription",
   "title": "How to cancel your subscription",
   "publisher": "vendor",
   "quote": "outbound messaging and your Help Center",
   "supports": "features that pause"
  },
  {
   "id": "s34",
   "url": "https://www.intercom.com/legal/terms-and-policies",
   "title": "Intercom Terms of Service",
   "publisher": "vendor",
   "quote": "thirty (30) days following termination, it will have no further access to any Customer Data",
   "supports": "data access ends 30 days after termination"
  },
  {
   "id": "s35",
   "url": "https://www.intercom.com/help/en/articles/9088378-how-to-cancel-your-subscription",
   "title": "How to cancel your subscription",
   "publisher": "vendor",
   "quote": "There is no way to pause your Intercom subscription",
   "supports": "no pause option"
  },
  {
   "id": "s36",
   "url": "https://www.intercom.com/help/en/articles/3687072-how-to-delete-your-workspace-data",
   "title": "How to delete your workspace data",
   "publisher": "vendor",
   "quote": "Deleting a workspace will also cancel any non-contracted subscriptions",
   "supports": "deleting the workspace cancels"
  },
  {
   "id": "s37",
   "url": "https://www.intercom.com/help/en/articles/3687072-how-to-delete-your-workspace-data",
   "title": "How to delete your workspace data",
   "publisher": "vendor",
   "quote": "The workspace will be deleted within 14 days of confirmation.",
   "supports": "when a deleted workspace is removed"
  },
  {
   "id": "s38",
   "url": "https://www.intercom.com/help/en/articles/8367468-understand-how-billing-works-for-a-monthly-or-annual-subscription",
   "title": "Understand how billing works for a monthly or annual subscription",
   "publisher": "vendor",
   "quote": "Additional Seats and Additional Usage is always charged at list price (annual discounts do not apply).",
   "supports": "extra seats and usage are billed at list price"
  },
  {
   "id": "s39",
   "url": "https://www.intercom.com/help/en/articles/9271870-understand-how-billing-works-on-contract",
   "title": "Understand how billing works on contract",
   "publisher": "vendor",
   "quote": "cannot be made through the interface",
   "supports": "contract changes go through the Account Manager"
  },
  {
   "id": "s40",
   "url": "https://www.intercom.com/help/en/articles/2046229-export-your-conversations-data",
   "title": "Export your conversations data",
   "publisher": "vendor",
   "quote": "Conversation and ticket data exported to S3 will not contain a transcript.",
   "supports": "S3 exports have no conversation transcript"
  },
  {
   "id": "s41",
   "url": "https://www.intercom.com/legal/terms-and-policies",
   "title": "Intercom Terms of Service",
   "publisher": "vendor",
   "quote": "Upon any termination or expiration of the subscription, Intercom will charge Customer's Recurring Payment Method (or invoice Customer directly) for any outstanding fees",
   "supports": "outstanding fees are charged when the subscription ends"
  },
  {
   "id": "s42",
   "url": "https://www.intercom.com/help/en/articles/8367468-understand-how-billing-works-for-a-monthly-or-annual-subscription",
   "title": "Understand how billing works for a monthly or annual subscription",
   "publisher": "vendor",
   "quote": "your core plan subscription and seats for the next month, as well as your usage from the previous month",
   "supports": "usage is billed the month after it happens"
  },
  {
   "id": "s43",
   "url": "https://www.intercom.com/help/en/articles/8851609-how-to-export-users-leads-or-company-data",
   "title": "How to export users, leads or company data",
   "publisher": "vendor",
   "quote": "The user export currently only includes the name and ID of the most recent company a user was tracked with.",
   "supports": "the user export's company data limit"
  }
 ],
 "verification": {
  "level": "docs",
  "checked_on": "2026-09-29",
  "by": "stackcut-research",
  "unverified": [
   "The help article doesn't name the permission needed to cancel, or what confirms the cancellation",
   "Whether the cancel flow asks for a reason or shows an offer is not documented",
   "The help article lets annual plans not on contract cancel in Billing, while the Terms ask for 30 days' written notice before a yearly term expires; both are given"
  ],
  "review": {
   "by": "stackcut-review",
   "on": "2026-09-29",
   "result": "fixed",
   "notes": [
    "Export: S3 JSON has message details and attachments but no transcript (was 'full message content')",
    "Self-serve route: added the final charge for outstanding fees and usage billed in arrears",
    "Contacts export: company data is only the most recent company's name and ID"
   ]
  }
 },
 "stackcut": {
  "vendor_id": "intercom",
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    "id": "support-inbox",
    "title": "Small-team support inbox",
    "best_year_one_net": 3060
   }
  ]
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 },
 "license": "CC-BY-4.0",
 "credit": "Stackcut Exits (https://stackcut.io/cancel), CC BY 4.0"
}