Hi ​@GMS Online,

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 accessing support.

Thanks for getting back to me. To explain a bit more — when I try to send an email, nothing goes out at all. The account has been disabled for the last two months, so I haven’t been able to run any campaigns or flows during that entire time.

What’s most frustrating is that I’ve still been billed $550 per month while not being able to use the service, and there’s no option showing on my end to cancel my plan. On top of that, I was told I’d need to upgrade just to get email support, which feels completely unfair given what I’m already paying.

I’ll go ahead and submit the account access request as you suggested, but I also need confirmation on two points:

1. How I can fully cancel my account so I don’t keep getting charged.

2. How Klaviyo will handle a refund for the last two months where I was unable to use the service.

If you could point me to the exact link for the access request form, I’ll fill it out right away.

Hi ​@GMS Online ,

I completely understand how frustrating this must feel. Can i please get you to go thought these actions to define, where the issue is lead by:

1. Please check e-mail deliverability at first to define if it’s a sending limit:

• Go to Analytics → Deliverability → Email Overview to confirm whether campaigns or flows are being sent, but failing, or if they’re not being triggered at all.

• If nothing shows as “sent,” it usually indicates a sending block on the account (for example, domain or compliance-related).

2. Cancelation:

• If you still cannot send emails and want to cancel, go to Account → Settings → Billing → Cancel plan.

• If the option to downgrade or cancel isn’t visible, it usually means the account is locked due to compliance review or billing issues. Please write to support if this is the case.

3. Submit an account access request, as ​@Byrne C mentioned:

• Since this involves billing + account permissions, the quickest fix is through Klaviyo’s Account access request form: account access request

• Select “Billing & Account Access” and explain that you:

  1. Have been unable to send emails for 2 months, were still billed and cannot find the cancel option.

I hope that helps or else let me know :-) 

Christian, Klaviyo Champion 2025, Segmento.