Hi, I’m sorry to hear you’re considering cancelling your account and requesting a refund. I want to help make this right. Could you share a bit more about what’s led to this decision? Whether it’s features, pricing, support, understanding the issue will let us see if there's a solution to better meet your needs.

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Hi ​@GMS Online,

Posting my reply to your earlier thread here, just to make sure you see it!

That’s a really frustrating experience. We don’t want you to be stuck unable to cancel your plan or send emails. Could you tell me more about what happens when you attempt to send an email via a campaign or flow? Are your emails bouncing, or are they not even attempting to send at all? Either way, I’d strongly recommend submitting an account access request regarding this matter, as we’ll likely need to go over information specific to your account and the billing plan you’re on. Let me know if you’re having trouble submitting this request.

Thanks for your response. To clarify, my account has been disabled for the last two months — I cannot send any campaigns or flows at all. The platform won’t allow me to send emails, and at the same time, it also won’t give me an option to cancel my plan.

I’ve been charged $550/month during this entire period, which is unacceptable given that the account has been unusable. On top of that, I was told I would need to upgrade in order to get email support, despite already paying at this level.

I am happy to submit an account access request if that is required, but I need two things addressed immediately:

1. Refund for the last two months of charges.

2. Full cancellation of my account.

Please confirm the next steps, and if there’s a direct link to the account access request form, kindly provide it so I can complete it right away.

Hi ​@GMS Online,

Thanks for clarifying the status of your account. You can use this link to fill out the account access request form: https://help.klaviyo.com/hc/en-us/account-access-request. I completely understand that you haven’t been able to use your account, and because of that, you’re requesting a refund. I personally don’t have the ability to authorize refunds, so my recommendation would be to explain your situation to our support team in your ticket to see if our team is able to accommodate this request. I can’t guarantee a certain result, but I’d recommend providing as much detail as possible, and being on the lookout for any responses they send your way, so you can reply, if needed. Wishing you the best of luck!