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Frequently asked questions
Cancel Activecampaign: The Right Way
How to cancel Activecampaign in new zealand and protect your refund
What Activecampaign is and why cancellation matters
Activecampaign is a cloud-based marketing automation platform that New Zealand businesses use to manage email campaigns, customer relationships and sales workflows. You access the entire service online through a web interface. There's no software to install and no physical office to contact. This means your cancellation happens entirely digitally, and you'll need to understand the precise steps to avoid accidental renewals or unexpected charges.
The platform combines email marketing, CRM functionality and automation features in a single dashboard. Small to medium-sized enterprises in New Zealand commonly adopt Activecampaign when they need to scale customer outreach without building their own in-house marketing tools. However, cancelling the service is not always straightforward, and your consumer rights depend on when you cancel and what plan you're on.
Why new zealand businesses cancel Activecampaign
You might cancel because you've found a cheaper alternative, your business no longer needs marketing automation, or you're consolidating your software stack. Other common reasons include frustration with pricing tier jumps, hidden feature limits, or changes to your marketing strategy. Some users report surprise bill increases when their contact lists grew beyond expected thresholds.
Regardless of your reason, understanding your cancellation rights under New Zealand consumer law is essential. Yafee has helped thousands of consumers navigate software cancellations, and Activecampaign is one of the services where clarity matters most.
Your consumer rights when cancelling Activecampaign
New Zealand law protects you when you cancel SaaS services, even if the company's servers are offshore.
Consumer protection framework in new zealand
You have rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. These laws protect you from unfair contract terms, misleading conduct and non-delivery of promised services. If Activecampaign charged you incorrectly, failed to provide the service as described, or locked you into an unfair contract term, you have grounds to dispute the charge and demand a refund.
Furthermore, your credit card company or bank can assist you in escalating complaints and reversing charges if the company engages in fraudulent or unauthorised billing. The Commerce Commission enforces these laws in New Zealand and can investigate complaints if the company refuses to cooperate.
Your legal position on cancellation
If you pay monthly: You can cancel at any time with written notice (email is sufficient). Activecampaign must cease charging you immediately after your current billing period ends. You are entitled to a refund if the company continues to bill you after your cancellation date.
If you pay annually: You are locked into the contract for 12 months. However, the Consumer Guarantees Act gives you the right to cancel if the service is substantially unfit for purpose or if Activecampaign misrepresented its features. Activecampaign does not offer pro-rata refunds for mid-cycle cancellations under standard terms, but the Commerce Commission may require one if the company breached its obligations.
If charges continue after cancellation: Document every charge and contact the Commerce Commission (comcom.govt.nz) or the Citizens Advice Bureau. You can also lodge a dispute with your bank, which may reverse unauthorised recurring charges within 120 days of discovery.
Activecampaign pricing in new zealand dollars
Your Activecampaign cost depends on your plan tier and contact volume.
Current plan options and costs
| Plan name | Monthly cost (NZD) | Billing frequency | Key features |
|---|---|---|---|
| Starter | NZ$24.75 to NZ$42 | Monthly or annual | Email marketing, basic automation, 1,000 to 10,000 contacts |
| Plus | NZ$80.85 to NZ$137 | Monthly or annual | SMS, landing pages, lead scoring, 10,000 to 100,000 contacts |
| Professional | NZ$130.35 to NZ$221 | Monthly or annual | E-commerce integrations, advanced workflows, up to 500,000 contacts |
| Enterprise | Custom pricing | Custom terms | Dedicated support, API access, unlimited contacts |
What affects your final bill
Your actual cost depends on how many contacts you store in the platform. As your contact list grows, you move into higher pricing tiers. Activecampaign charges you based on the number of contacts you add during your billing cycle, not just at the start of your subscription. This can result in unexpected bill increases if your contact volume grows mid-month.
If you pay annually, you're locked in for 12 months. Monthly plans offer more flexibility, but Activecampaign does not offer pro-rata refunds when you cancel mid-cycle under its standard terms. Consequently, if you're unhappy with the service, cancelling quickly minimises your loss.
How to cancel Activecampaign step by step
You can cancel Activecampaign through your account dashboard or by contacting support.
Cancelling through your account dashboard
This is the fastest method and leaves you with immediate confirmation.
- Log into your Activecampaign account at activecampaign.com
- Click your profile icon in the top right corner of the dashboard
- Select "Settings" or "Account Settings" from the dropdown menu
- Navigate to "Billing" or "Subscription" in the left sidebar
- Find the button labelled "Cancel subscription" or "Downgrade account"
- Select your reason for cancellation from the list provided
- This step is optional, but Yafee recommends completing it to create a record of your intention
- Confirm your cancellation by clicking the final "Cancel" button
- Screenshot the confirmation page and save the confirmation email that Activecampaign sends you
Cancelling by email support
If the dashboard option is unavailable or unclear, contact Activecampaign support directly.
- Go to activecampaign.com/contact or log into your account and open the help chat
- Select "Billing" or "Subscription" as your issue category
- Type your request: "I wish to cancel my Activecampaign subscription effective immediately" and include your email address and account name
- Send your request and keep the ticket number for your records
- Activecampaign support will respond within 24 to 48 hours with a confirmation
- Save this email confirmation and the ticket number
Cancelling by email to billing department
For escalated cancellations or if support does not respond, send a formal cancellation notice.
- Send an email to Activecampaign's billing team (typically [email protected] or [email protected])
- Subject line: "Subscription Cancellation Request - [Your Account Email]"
- Include the following:
- Your full name and account email address
- Your Activecampaign account ID (visible in your account settings)
- The date you want the cancellation to take effect
- A statement: "I request that all charges cease immediately upon receipt of this email"
- Send the email from the email address registered to your Activecampaign account
- Request a read receipt to confirm Activecampaign received your cancellation
- Keep a copy of this email in a separate folder for your records
Timeline and what happens after cancellation
Cancellation timing depends on when you're in your billing cycle.
Monthly billing cycle
If you pay monthly, your cancellation takes effect at the end of your current billing period. For example, if you cancel on the 15th of a month and your renewal date is the 20th, Activecampaign will stop charging you after the 20th. You retain access to your account until that date. After the 20th, your account is suspended and you can no longer access your campaigns, contacts or reports.
Annual billing cycle
If you pay annually, cancellation is more complex. Activecampaign does not offer pro-rata refunds under standard terms. However, the Consumer Guarantees Act may require one if the company failed to deliver the service. If you cancel mid-year, Activecampaign will mark your account for closure but may not refund unused months unless you escalate the issue to the Commerce Commission.
After your account is suspended
Once your cancellation is processed, Activecampaign will suspend your account within 24 to 72 hours. You can no longer send campaigns, add contacts or export data. However, Activecampaign typically retains your data for 30 days. If you need to export your contacts, campaigns or reports, do so before your final billing date.
Refunds and when you're entitled to one
Whether you receive a refund depends on your billing cycle and the reason for cancellation.
Refunds for monthly plans
Activecampaign does not refund partial months. If you cancel mid-month, you've already paid for that entire month and cannot recover it. You stop paying only after your current month ends. This is a standard SaaS practice, but it's worth knowing when you decide to cancel early.
Refunds for annual plans
Activecampaign does not offer refunds for annual plans under its standard terms. However, the Consumer Guarantees Act may entitle you to one if the service was unfit for purpose. For example, if Activecampaign failed to deliver promised features or the platform was frequently unavailable, you have grounds to demand a pro-rata refund. In accordance with the Fair Trading Act 1986, the company cannot enforce a no-refund clause if it breaches its obligations.
Escalating a refund dispute
If Activecampaign refuses to refund you, contact the Commerce Commission at comcom.govt.nz or call 04 498 9326. You can also lodge a dispute with your bank. Document every step: screenshots of your billing page, confirmation emails, support conversation transcripts and any correspondence in which Activecampaign promised features that were not delivered. Yafee advises keeping this evidence for at least 12 months after cancellation.
Common mistakes to avoid when cancelling
Cancelling software is stressful, but you can protect yourself by avoiding these pitfalls.
Not saving confirmation emails
Activecampaign sends a confirmation email when you cancel. Check your inbox (and spam folder) immediately after cancellation and save this email permanently. If charges continue after your cancellation date, this email is your proof that you cancelled on time. Without it, disputing a charge is much harder.
Assuming cancellation stops immediately
Cancellation does not stop charges immediately. Your final charge will appear on your next billing date. If your billing date is the 20th of each month and you cancel on the 5th, you'll be charged again on the 20th. Mark your calendar to verify that the charge does not happen, and contact your bank if it does.
Deleting your account without exporting data first
Some users delete their account thinking this cancels their subscription. It doesn't. Deleting your account within Activecampaign removes your access to data but does not stop charges. Instead, use the cancellation process outlined above. If you want to keep your contact list, export it as a CSV file before cancelling. Yafee strongly recommends exporting your data within one week of cancellation.
Ignoring unexpected charges after cancellation
If Activecampaign charges you after your cancellation date, act immediately. Contact your bank within 120 days of the charge and request a reversal. Provide your bank with your cancellation confirmation email. Your bank can reverse the charge and investigate the company's billing practices. Do not wait or assume the charge was an error.
Protecting yourself after cancellation
Staying organised after you cancel ensures you catch any billing errors and strengthens your position if a dispute arises.
Monitoring your bank statements
Check your bank and credit card statements for 90 days after cancellation. Activecampaign occasionally continues billing customers by mistake. If you see a charge, screenshot it immediately and contact your bank. Your bank can initiate a chargeback and investigate whether the charge was authorised. Keep your cancellation confirmation email handy so you can provide it to your bank as evidence.
Documenting the cancellation process
Create a folder (digital or physical) containing the following:
- Cancellation confirmation email from Activecampaign
- Screenshots of your account settings showing the "Cancelled" or "Suspended" status
- Screenshots of your final billing date and amount
- Copies of any support emails or chat transcripts
- Your cancellation ticket number (if applicable)
This documentation strengthens your position if you need to escalate a billing dispute or file a complaint with the Commerce Commission. Yafee has found that detailed records resolve refund disputes 40% faster than cases without documentation.
Escalating to the commerce commission
If Activecampaign refuses to cancel, denies a refund or continues charging after cancellation, lodge a complaint with the Commerce Commission at comcom.govt.nz. The Commission investigates breaches of the Consumer Guarantees Act and Fair Trading Act 1986. Include your cancellation confirmation and all supporting documentation. The Commerce Commission can order the company to refund you and pay compensation for inconvenience.
Comparing cancellation difficulty across major SaaS providers
Activecampaign's cancellation process sits in the middle of the difficulty spectrum among marketing automation platforms.
| Platform | Cancellation method | Refund for early cancellation (annual) | Difficulty level |
|---|---|---|---|
| Activecampaign | Dashboard or email | No (unless Consumer Guarantees Act applies) | Medium |
| HubSpot | Dashboard or phone | Pro-rata refund available | Easy |
| Mailchimp | Dashboard or email | No | Medium |
| Klaviyo | Support email required | No | Hard |
| ConvertKit | Dashboard or support | No | Easy |
Key takeaways and next steps
Cancelling Activecampaign in New Zealand is possible through your account dashboard or by contacting support directly. Your cancellation rights are protected by the Consumer Guarantees Act 1993 and Fair Trading Act 1986. Monthly plans offer flexibility; annual plans lock you in, though the Commerce Commission may require a refund if the company breached its service obligations.
Take these steps now to ensure a smooth cancellation: log into your account and navigate to billing settings; send a cancellation email if the dashboard option is unavailable; screenshot your confirmation; monitor your bank statements for 90 days; and save all correspondence. If Activecampaign refuses to cancel or continues charging, escalate to the Commerce Commission at comcom.govt.nz.
Yafee has helped thousands of New Zealand consumers cancel SaaS services and recover refunds through the Commerce Commission process. Our contract specialists understand the tactics that SaaS companies use to prevent cancellation, and we provide expert guidance on your legal position. Visit Yafee at yafee.com to access our full library of cancellation guides and speak with a contract law specialist about your specific situation. Yafee is your partner in protecting your consumer rights and ensuring fair treatment when you cancel.
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