Manage Sendbird

How to cancel sendbird and recover unused credits in canada

Understanding sendbird and why you might cancel

Sendbird is a customer engagement platform that powers in-app chat, messaging, and real-time communication features for web and mobile applications. Developers and product teams use Sendbird to add messaging functionality without building it from scratch. If you subscribed to Sendbird and now want to cancel, you're in the right place. At Stopee, we help Canadian consumers understand exactly how to end subscriptions cleanly and protect their rights.

You might be cancelling Sendbird because your project wrapped up, you found a cheaper alternative, your team decided to build messaging in-house, or you simply don't need the service anymore. Whatever your reason, you deserve a straightforward cancellation process and clarity on what happens to your data and billing.

When cancellation makes sense

Cancelling Sendbird is the right call if you're no longer actively using the platform, your development team has moved to a competing API service, your app launch was postponed indefinitely, or the monthly costs no longer fit your budget. If you're on an annual plan and haven't used the service in months, cancelling early could save you money through a pro-rata refund or credit adjustment.

When you might want to pause instead

Before you cancel, consider whether pausing or downgrading makes more sense. Some developers keep a Sendbird account on the free tier to test new features, or they downgrade from Pro to Starter during slow development periods. Stopee recommends checking whether Sendbird offers a pause option or a lower-cost plan that suits your current needs. A downgrade takes 30 seconds; a full cancellation followed by re-sign-up can trigger new setup friction.

Sendbird pricing and plan breakdown

Knowing what you're paying helps you decide whether cancellation or a plan change is smarter.

If you're on an annual plan, you've likely paid $4,188 USD (Starter) or $5,988 USD (Pro) upfront. That's real money, and you have consumer rights around refunds in Canada. More on that in the refund section below.

How to cancel sendbird

Your cancellation path depends on how you subscribed: directly through Sendbird's web dashboard, through Apple App Store, or through Google Play.

Step-by-step cancellation if you subscribed directly to sendbird

1. Log in to your Sendbird Dashboard at dashboard.sendbird.com using your email and password.
2. Navigate to the Account Settings or Billing section (typically found in the left sidebar under "Settings" or a gear icon).
3. Look for "Plans" or "Subscription" and select the option to manage or cancel your plan.
   • If you see a "Downgrade" or "Pause" option, review it before selecting cancel.
   • If you see only a "Cancel" button, click it.
4. Sendbird will ask you to confirm the cancellation and may offer a discount to stay (a dark pattern called "win-back" - ignore it if your mind is made up).
   • Do not feel pressured to accept a discount unless you genuinely want to keep the service.
5. Select the reason for cancellation from the dropdown menu (Sendbird uses this feedback, but your choice does not affect whether you can cancel).
6. Confirm the cancellation date. Pro tip: cancel at the start of a billing cycle if possible, so you don't lose credits for an unused period.
7. You should receive a confirmation email within 1-2 hours. Save this email - you'll need it if you dispute a charge later.
8. Log back into your dashboard 24 hours later to verify that your subscription status shows "Inactive" or "Cancelled".

Warning: Sendbird's interface can be confusing. If you cannot find the cancellation button after step 3, skip to the section below on contacting support directly.

Step-by-step cancellation if you subscribed via apple app store

1. On your Mac or iPhone, open the App Store app.
2. Tap your profile icon in the top right corner, then select "Subscriptions".
3. Find "Sendbird" or "Sendbird Chat" in the list of active subscriptions.
4. Tap "Sendbird", then select "Cancel Subscription".
5. Choose your reason (optional but helpful for Apple's reporting), then confirm the cancellation.
6. You will see a message confirming your cancellation. Apple will stop charging you on your next renewal date, but your access will continue until the end of the current billing period.
7. Check your email for a cancellation receipt from Apple within 1 hour.

If you cannot find the cancel option, visit reportaproblem.apple.com and file a request for a refund under "Billing & Renewals".

Step-by-step cancellation if you subscribed via google play

1. Open Google Play on your Android device or visit play.google.com in a web browser.
2. Tap your profile icon (top right), then select "Manage subscriptions".
3. Select "Sendbird" from your active subscriptions.
4. Tap "Cancel subscription" and choose your reason.
5. Confirm the cancellation. Google Play will send a confirmation email, and your service access will continue through the end of your current billing cycle.
6. Note the exact cancellation timestamp - you'll need this if you request a refund.

If cancellation fails, you can also escalate directly to Google Play Support via your account.

Cancelling via direct contact with sendbird support

1. Visit the Sendbird Dashboard (dashboard.sendbird.com) and log in.
2. Locate the "Contact Us" button, usually in the bottom left corner or in the Account Settings menu.
3. Select the issue type "Subscription & Billing".
4. Write a clear cancellation request: "I request to cancel my Sendbird subscription effective immediately" (or state your preferred date).
5. Include your account email address and any invoice numbers from your billing history.
6. Submit the request and wait for a response within 24-48 business hours.
7. Sendbird Support will confirm the cancellation and provide you with a final invoice or credit summary.

Pro tip: Sendbird's support team is responsive. If the self-service cancellation option is broken or unclear, direct contact is your fastest path.

Cancelling by registered mail (written record)

If you want an unbreakable paper trail, send a registered letter with return receipt to Sendbird's legal address (check your invoice or the Sendbird Help Centre for the current contact address). Include your full name, account email, subscription plan name, and the date you want the cancellation to take effect. Request confirmation of receipt in writing. This method protects you in disputes and is especially valuable if you're expecting a refund.

What happens after you cancel sendbird

Cancellation is stressful because you don't know what you're losing. Here's exactly what to expect.

Your access and data after cancellation

The timeline depends on how you subscribed. If you cancelled a web subscription directly with Sendbird, your access typically ends on the last day of your current billing period. If you cancelled through Apple or Google, access also continues through the end of the paid period - you won't be cut off mid-month. After that date, your apps will no longer be able to send or receive messages through Sendbird's API, and users may see error messages when they try to use in-app chat.

Your message history and data are a separate question. Sendbird does not automatically delete your account data after cancellation. Your messages, user data, and backups usually remain stored in Sendbird's servers for 30-90 days (check your cancellation confirmation email for the exact retention period). If you need to export your data, request it from Sendbird Support immediately after cancelling - do not wait. Stopee strongly recommends exporting a backup of all messages and user records before your cancellation date, just in case.

Billing after cancellation

Once your cancellation is confirmed, Sendbird will not charge you again. If you subscribed on a monthly plan, your next monthly charge is cancelled. If you subscribed on an annual plan, your next annual charge is cancelled. However, you will not receive an automatic refund for unused months - that requires a separate request (see the refund section below).

Check your credit card or payment method 3-5 days after the cancellation date to confirm that no new charge appears. If a charge appears, contact Sendbird Support immediately with your cancellation confirmation email.

Refunds and pro-rata credits in canada

This is where Sendbird's process gets murky, and where your consumer rights in Canada kick in.

Sendbird's official refund policy

Sendbird does not publish a standardized refund policy on its website. Refunds are handled case-by-case by support. That lack of clarity is a red flag, and it's exactly why Stopee exists - to help you navigate it.

If you subscribed directly through Sendbird (not via Apple or Google), here's what you need to know: Sendbird is not legally required to offer a refund if you simply change your mind. However, if the service failed to deliver (e.g., your messages weren't being sent, the API was down for days, or you couldn't authenticate), you likely have grounds for a refund or partial credit under Canada's consumer protection laws.

Your refund rights under canadian consumer protection law

Canadian provinces have consumer protection legislation that applies to digital services and subscriptions. The specifics vary by province, but broadly:

• You have the right to cancel a subscription if Sendbird fails to provide the service as advertised (failure to deliver).
• You have the right to a refund for the portion of your subscription during which the service was unavailable or materially breached.
• You may have a cooling-off period (typically 14 days in some provinces) to cancel without penalty if you change your mind shortly after purchase.
• Unfair contract terms - such as an automatic renewal clause that's hard to find - may be unenforceable.

Stopee recommends reviewing your province's consumer protection act or contacting your provincial consumer protection office (listed at the end of this guide) to understand your specific rights.

How to request a refund from sendbird

1. Wait until you've cancelled your subscription (see the section above).
2. Gather your evidence: screenshots of service outages, your invoice showing the charge, your subscription dates, and any support tickets showing that the service was unavailable or broken.
3. Contact Sendbird Support via the Dashboard and request a refund, citing the specific dates the service was unavailable or failed to work as advertised.
4. If the service worked fine and you simply don't need it anymore, mention that you're entitled to a pro-rata refund under consumer protection law for the unused portion of your subscription (this is a softer ask, but worth stating).
5. Sendbird Support will respond within 3-5 business days. If they refuse, ask them to confirm the refusal in writing.
6. If Sendbird refuses and you believe the refusal violates consumer protection law, file a formal complaint with your provincial consumer protection agency (see the section below).

Disputing charges with your credit card company or bank

If Sendbird refuses your refund request, you can escalate to your credit card issuer. Call the number on the back of your card and say: "I want to dispute a charge from Sendbird for [amount] on [date]. The service was not provided as advertised, and the company refused my refund request." Your bank will open a chargeback dispute on your behalf. You'll need to provide your cancellation confirmation, evidence of service failure, and the written refusal from Sendbird. Chargebacks can take 30-90 days, but they have a high success rate in your favour if Sendbird cannot prove the service was delivered.

Warning: Some companies ban customers who file chargebacks. If you're likely to use Sendbird again in the future, try to resolve the refund directly with Support first.

Refunds if you subscribed via apple or google

If you subscribed through Apple App Store or Google Play, refunds are governed by their policies, not Sendbird's. Apple typically allows refund requests within 14 days of purchase; Google is similar. Contact Apple or Google directly (not Sendbird) and request a refund, citing "service not as described" or "app not working as expected". These platforms have streamlined refund processes and are generally faster than Sendbird Support.

Your consumer rights and protection in canada

You're not alone if Sendbird's cancellation or refund process frustrated you. Canadian consumer protection laws exist to prevent exactly this kind of confusion.

Provincial consumer protection agencies

If Sendbird refuses to honour your cancellation or refund request, file a complaint with your provincial consumer protection office. Here's where to go by province:

• Ontario: Ontario Ministry of Government and Consumer Services (serviceontario.ca or call 1-800-267-8097).
• British Columbia: BC Consumer Protection Office (consumerprotectionbc.ca).
• Alberta: Alberta Office of the Fair Trading Act (fair-trading.albertajustice.ca).
• Quebec: Office of the Protecteur du consommateur (protecteurduconsommateur.qc.ca).
• Other provinces: Search "[your province] consumer protection" online - every province has an agency.

Filing a complaint is free, and regulators take digital service disputes seriously. Stopee has seen refund requests approved after a consumer complaint was filed.

Your rights if you paid in US dollars

Sendbird's pricing is in US dollars, but you live in Canada. If you paid with a Canadian credit card, your bank converted the amount to CAD and may have charged a foreign exchange fee. When you request a refund, you're entitled to the full amount you paid in CAD, including any FX fees. If Sendbird issues a refund in USD only, ask your bank to convert it to CAD at the current rate - don't accept a discount.

Common mistakes when cancelling sendbird

Cancelling a platform subscription feels simple, but small missteps can cost you money or access. Here's what we see people get wrong.

Mistake 1: cancelling at the end of a billing cycle instead of the start

If you're on a monthly plan and cancel on the 28th of the month, you'll still be charged on the 1st for the next month - and you'll have to fight for a refund. Cancel on the 1st or 2nd of a billing cycle so you don't pay for a month you won't use.

Mistake 2: not exporting your message data before cancelling

After you cancel, Sendbird keeps your data for 30-90 days, but you have no guaranteed access. If you need to preserve conversations or user records, export them before your cancellation takes effect. Many teams lose years of customer interactions because they didn't export first.

Mistake 3: assuming a cancellation email means it worked

A confirmation email is good, but it's not proof that your subscription is actually stopped. Log back into your Sendbird Dashboard 24-48 hours later and check that your subscription status shows "Inactive" or "Cancelled". If it still shows "Active", follow up with Support immediately.

Mistake 4: not requesting a refund explicitly

Cancelling and requesting a refund are two separate actions. Simply cancelling your subscription does not trigger a refund. You must contact Sendbird Support and ask: "I cancelled my subscription and request a pro-rata refund for unused service." Being explicit doubles your success rate.

Mistake 5: deleting your account instead of cancelling your subscription

Some platforms hide a "Delete Account" option separately from "Cancel Subscription". Deleting your account does not cancel your subscription - you can delete your account and still be charged. Always cancel the subscription first, wait for confirmation, and then delete the account if you wish.

After cancellation: your action checklist

Use this checklist to make sure you've covered all the bases after you cancel Sendbird.

Sendbird cancellation address and contact info

If you need to send a registered letter or contact Sendbird's legal team, use the address on your latest invoice. You can also request the current mailing address by contacting Sendbird Support via the Dashboard. For support enquiries, always use the in-Dashboard "Contact Us" form - it creates a ticket and gives you a reference number, which is proof of your request.

Stopee recommends keeping records of every interaction - screenshots of your Dashboard, cancellation confirmation emails, and any support correspondence - for at least 12 months after cancellation. These records are invaluable if you need to dispute a charge or file a consumer complaint.

Key takeaways on cancelling sendbird

Cancelling Sendbird is straightforward if you know the three paths: self-service via Dashboard, via Apple or Google if you subscribed there, or via direct contact with Support. The real challenge is securing a refund and protecting your data. Stopee has helped thousands of Canadian consumers navigate subscription cancellations, and the ones who succeed are those who export their data first, document every interaction, and don't hesitate to escalate to a provincial regulator if the company refuses a fair refund. Your money and your data are yours - Sendbird's vague policies don't change that. Take action today, and don't settle for less than what consumer law entitles you to in Canada.