Struggling to cancel our Fin subscription — has anyone else been through this? | Community
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Struggling to cancel our Fin subscription — has anyone else been through this?

  • Oct 6, 2026 12:17 PM UTC
  • 4 replies
  • 52 views

 

We've had a difficult experience with Fin since the start. We never received any real onboarding or guidance, so we set everything up on our own.

Later, our plan turned out to be too small, and we were billed roughly double in overage charges. We tried repeatedly to contact sales to upgrade to a plan that fit our volume, but never got a response.

Our company has since decided to move to another provider. For several weeks now we've been trying to cancel, but there's no self-service cancel option, and it seems the only way is for someone at Fin to process it. Our messages through every channel have gone unanswered.

We'd really prefer to resolve this directly, but if we can't get a response soon we'll have to consider a consumer protection complaint and legal options.

Has anyone dealt with this? Is there a specific contact, form, or process that actually worked for you to cancel?

4 replies

Roy
Top Expert ✨
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  • Roy
  • Top Expert ✨
  • Oct 7, 2026 7:22 AM UTC

Dear ​@Mspinetto ,

Really sorry to hear this. Overage charges with no reply from sales is a frustrating spot to be in, and you deserve a proper answer.
 

On cancelling:

  • If you pay monthly or for a bundle, go to Settings > Workspace > Billing > Payment details and scroll down to Cancel subscription
  • If that option isn't there, you're most likely on a contract, and that can only be cancelled through your Account Manager

 😊 Before you make it final, I'd love to help. I'm happy to jump on a free 30 minute call to look at your setup and your plan together. A lot of what you describe usually comes down to missing onboarding and the wrong plan, not Fin itself. I truly care about Fin, I genuinely think it's the number one AI agent in customer support, and I'd hate to see you leave without seeing what it can do when it's set up properly.

Book a time that suits you here: https://calendar.app.google/8SiKj7KxcHsTbTVK7

Either way, I hope you get this sorted quickly.


Have a Londonful day ahead 💂
 

Warmest Regards,
Roy 🇬🇧

🇬🇧 Top of the shop. Cheers from London. 🗓️ Looking for a proper Fin implementation? Book a free call here: https://calendar.app.google/SHhmneXasrrrLF266
  • Mspinetto
  • Author
  • New Participant
  • Oct 13, 2026 1:59 PM UTC

Hi Roy!

I truly and deeply appreciate your support, but at this time the company´s top management decided to migrate from FIN to another service that it´s cheaper and has better customer support.

The only thing that worries us is that we are under a contract, and despite our best efforts, we couldn´t manage to get a reply from a business representative to not renew it. We have been sending messages for over 2 weeks with zero responses…. no wonder why we are leaving :(

​@Mspinetto  we’ve had the same issue!  Can’t figure out how to cancel, there is no cancel option to click.  Someone from Intercom eventually responded saying our auto renewal had been turned off, though we are still seeing auto renewal responses. 

Intercom is not a serious company it seems.

    • Mspinetto
    • Author
    • New Participant
    • Oct 21, 2026 12:15 PM UTC

    ​@Connor McMenamin  sorry to hear you're going through the same thing, and thanks for sharing it. At least we know it's not just us.

    Unfortunately, nothing has changed on our side. Since September 29 we've been asking, through every channel available, to speak with someone who can process the non-renewal of our contract. Not a single reply. Three weeks of complete silence from a company we pay every month.

    At this point we'll have to ask our bank to block the card, simply because there is no other way to stop the charges. It's hard to believe that a company that presents itself as so innovative can't take care of the most valuable thing it has. And that's not the AI, it's the customers who justify its valuation.

    We'll also start sharing our case publicly on LinkedIn. Not out of spite, but to get some attention and to help other companies, especially in Latin America, avoid getting stuck in the same situation.

    If anyone from Intercom reads this: we're still willing to resolve it directly and peacefully. We just need someone to answer.

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