Canceling a Relay Plan takes about a minute from desktop, and you keep access to your paid-plan features through the end of your current billing cycle.
Before you start
You need a few things in place before the cancel option appears:
Administrator permissions on the business account (owners), or Super Administrator permissions on the client account (accountants and bookkeepers)
A desktop browser. Plan cancellation is not available in the Relay mobile app
Your billing cycle date, so you know when access ends
If you're on the 14-day free trial, cancel before the trial expires to avoid the first charge
Who can cancel a Relay Plan?
Only two roles can cancel a subscription: business owners with Administrator permissions, and accountants or bookkeepers with Super Administrator permissions on the client's account. Team members with lower permission levels won't see the cancel option.
How do I cancel my Relay Plan as a business owner?
Move to a desktop browser, open Plans and Billing, and downgrade to the Starter Plan to cancel your paid subscription.
Sign in to your Relay account on desktop
Go to the Settings tab
Click Plans and Billing
Click View Plans
Click the Starter Plan
Add optional feedback on why you're changing plans
Click Confirm
Your paid plan features stay active until the end of your current billing cycle. The Starter Plan takes over automatically after that date.
How do I cancel a client's plan as an accountant or bookkeeper?
Open the Partner Portal on desktop, find the client, and cancel from their subscription settings.
Sign in to your Relay account on desktop
In the Partner Portal, click the three vertical dots next to the client's business name
Click Subscription settings
Click the red Cancel Plan button
Add optional feedback on why the plan is being canceled
Click Confirm cancellation
Your client keeps their paid-plan features until the end of the current billing cycle, then moves to the Starter Plan automatically.
What happens after I cancel?
You keep access to your current plan's features until the end of your billing cycle, then you move to the Starter Plan on the next cycle. No further charges apply once the paid cycle ends.
If you canceled during the 14-day free trial before it expired, you won't be charged at all. If the trial has already converted to a paid billing cycle, the cancellation applies to the next cycle.
Common issues
You don't see a Plans and Billing option. You're likely signed in on the mobile app or don't have Administrator permissions. Switch to a desktop browser and confirm your role.
You were charged after canceling. The final paid billing cycle runs to completion after cancellation. Check your billing cycle date. If the charge falls outside the expected cycle, contact the Customer Experience team.
Your free trial converted before you could cancel. Trials convert automatically at the 14-day mark. Cancel through Plans and Billing to prevent the next charge.
You want to close your account entirely, not just cancel the plan. Canceling a plan drops you to the Starter Plan. To close the Relay account itself, see the closing-your-account guide linked below.
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Talk to our Customer Experience team
If this article did not fully answer your question, our Customer Experience team is here to help.