We've seen a few issues coming through via tickets from Shift users who are trying to cancel their subscriptions via the Account Portal. 

You may be experiencing this issue if: 

• You cannot access the Account portal at all
• You tried to cancel and received an error
• You tried to cancel but could not get through all the steps
• You thought your cancellation worked, but were still charged on your renewal date

Workaround

We've tested a few scenarios with the Account Portal and the cancellation steps and have found that accessing the Account Portal to cancel while in Shift has been shown to work over using Chrome or another browser. However, this still may not work in every case. 

If you still have trouble cancelling through the Account Portal, please submit your cancellation requests directly to our Shift Support team, who can process the cancellation on the backend, on your behalf.
You can submit your request for cancellation (or any other service you were hoping to complete through the Account Portal) through our Request Form. Our team works from 9:00 AM to 5:00 PM PST and will process your request within 2 hrs during our working hours. Please note that refunds for accounts that were unexpectedly charged take an average of 5 to 10 days for banks to process once initiated on our end. 

Next Steps in Resolving this Issue 

We've raised this issue to our Development team, who will investigate and work to resolve the issue that is blocking these cancellations from fully processing. At this point, we do not have a timeline for resolution, but will keep this article up to date until fully resolved. In the meantime, please use the workaround above. 

We apologize for the frustration and inconvenience this issue may cause you! We hope to share that this is fully resolved soon!