Why can't I change my plan, cancel my account, or update my billing info online?

If you are trying to change your subscription plan, cancel your plan, or update your payment method but are unable to follow the online instructions, then one of the following is true:

  • You are not the billing contact for the account.
    Even if you are an account administrator, you might not necessarily have billing rights (which are required for modifying your subscription and billing info). Learn more about user roles.
  • You are part of an offline account.
    There are 2 different types of accounts: online and offline. While online accounts are able to manage their plans online, offline accounts require assistance from a Customer Care representative. If you are sure you are the billing contact for your account but still don't see the options described, then you are likely part of an offline account. See Manage Your Offline Account to learn more about identifying and managing this account type.
  • Your account is expired.
    If your account is expired, then you or your billing contact will need to renew it before making any additional changes.

For more information, please see Understanding User Roles.