Cancelling in AWS Marketplace

Read this page before you cancel. There is one step people miss, and missing it means you keep getting charged.

The one thing to know

Deleting your helpdesk in the ESC portal does NOT cancel your AWS subscription.

They are two separate actions. Deleting your helpdesk removes the service. Cancelling your subscription in AWS Marketplace is what stops the billing.

If you delete your helpdesk but don’t cancel in AWS, AWS will keep charging you.

Why it works this way

Because you subscribed through AWS Marketplace, AWS owns your subscription – and AWS permits only the account holder to cancel it. We cannot cancel it for you, even if you ask us to. This is an AWS rule, not an ESC policy, and it applies to every SaaS product sold on AWS Marketplace.

How to cancel properly

Cancel your subscription in AWS. Sign in to the AWS Marketplace console, go to Manage subscriptions, find Elyxia Support Cloud, and cancel it. This is the step that stops the billing.
Delete your helpdesk in the ESC portal, if you want the service removed immediately. A backup is taken before teardown.

Do step 1. Step 2 is optional; step 1 is not.

If you have more than one helpdesk

This is where the rule above bites hardest, so read it carefully.

Each helpdesk you bought is a separate charge on your AWS bill. Deleting one helpdesk in the ESC portal does not cancel its AWS charge – exactly as with a single helpdesk, deleting the service and cancelling the billing are two different actions.

So if you run three helpdesks and want to drop to two, cancel that helpdesk’s subscription in AWS Marketplace first, and only then delete the helpdesk in the ESC portal.

Do not assume that deleting a helpdesk in the portal reduces your AWS bill. It does not. If you remove a helpdesk and keep getting charged for it, this is why – the subscription is still active in AWS.

If you’re unsure which AWS subscription corresponds to which helpdesk, email [email protected] with your AWS customer ID and we’ll help you identify it before you cancel anything.

If you’re on the free trial

Nothing to do. An AWS SaaS free trial does not auto-convert into a paid subscription – if you do nothing, it simply expires and you are not charged. You only become a paying customer by deliberately subscribing.

What happens to your helpdesk after cancellation

Your helpdesk is not destroyed the moment you cancel. It is stopped, and there is a grace period before it is removed, with a backup taken first.

If you cancel by mistake, or change your mind, re-subscribe on AWS Marketplace – your account is preserved, and if your helpdesk still exists it is brought back.

If you’re leaving and want your data, export what you need before you cancel.

Still not sure?

If you’re cancelling because something isn’t working, email [email protected] first. We would rather fix it.