Will I get a refund if I cancel mid-term?

Annual plans are effectively non-refundable. The Maintenance and Support Terms state that no payments shall be refunded if Kayako has performed its material obligations. Refund requests are handled case-by-case through cancellations@trilogy.com but are rarely approved. Some users only obtained refunds after initiating a credit card chargeback.

Can I still access my data after cancelling?

Yes, during a grace period (exact duration varies and is not publicly documented) you can still view tickets and conversations. After the grace period, access is removed. You can also request immediate data deletion in your cancellation ticket, but this is irreversible.

How do I export my data before cancelling?

Submit a support ticket at support.kayako.com requesting a 'data dump or instance backup'. The backup includes all conversations, attachments, notes, user profiles, and knowledge base articles exported as a MySQL dump file. Specify a download link expiration of 1–7 days. There is no CSV export option.

What happens if I miss the 60-day cancellation notice window?

If you fail to provide written notice at least 60 days before your contract renewal date, your subscription will auto-renew for another full term and you will be billed for the entire period. User reviews confirm this has locked customers into unwanted annual renewals.

Can I reactivate my account after cancelling?

Reactivation is not documented in official help articles. Given the fully manual process, you would need to contact cancellations@trilogy.com or the sales team directly to discuss reinstating access.

What is the difference between cancelling Kayako Classic vs. the current product?

The cancellation process is the same for both: email cancellations@trilogy.com. Legacy GFI Helpdesk accounts should email customers@gfi.com instead. The Trilogy cancellation agent at trilogy.com/cancellations/ works for both product lines.

Como cancelar Kayako (2026)

Os planos do Kayako começam em US$ 15,00/mês. Siga nosso guia de 7 passos para cancelar sua assinatura em cerca de 10 minutos — com dicas para evitar ofertas de retenção.

Atualizado: abril de 2026

de US$ 15,00/mês

(≈ € 12,81)

DifícilPoupa US$ 180,00/ano ao cancelar

Visite o site

Tempo estimado:10 minutos

Método Cancelar:Email

Review your contract renewal date

Log in to your Kayako account and check your billing/subscription details to identify your contract renewal date. Note: Kayako requires written notice at least 60 days before renewal to avoid being auto-renewed for another full term.

Request a data backup (optional but recommended)

Before cancelling, submit a support ticket at support.kayako.com requesting a 'data dump or instance backup'. This includes all conversations, attachments, user profiles, and knowledge base articles as a MySQL dump file. Specify a download link expiration of 1–7 days.

Send cancellation email to cancellations@trilogy.com

Email cancellations@trilogy.com with a clear subject line such as 'Account Cancellation Request – [Your Company Name]'. State that you wish to cancel your subscription and stop billing. Kayako is owned by Trilogy/ESW Capital and all cancellations route through this address.

Include account verification in your email

Attach proof of account ownership to avoid delays. Include either: (1) a copy of a previously paid invoice, OR (2) the billing email address and mailing address registered on the account.

Alternatively use the Trilogy cancellation agent

Visit https://trilogy.com/cancellations/ and use the embedded AI chatbot to submit your cancellation request. If the widget does not load, refresh the page or click the restart icon in the top-right corner of the chat widget.

Request written confirmation

In your cancellation email or ticket, explicitly ask for written confirmation that your account has been cancelled and billing has stopped. Keep a copy of all correspondence. User reports document cases of continued billing after undocumented cancellation requests.

Confirm cancellation via support ticket (if no response)

If you do not receive a reply within 2–3 business days, open a support ticket at support.kayako.com and ask the agent to route your request to the 'billing/renewals team'. Reference your original cancellation email date in the ticket.

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