Troubleshooting Cancellation Issues

This article covers common issues when trying to cancel a paid school plan. Topics include cancellation procedures, refund policies, what to do if you're still being billed after canceling, and issuing student refunds.

How do I cancel?

If you decide to part ways with Teachable, you can cancel your paid school plan by following the steps in this article. If you have any Teachable subdomains, you’ll need to remove those first, then continue with the process.

NOTE: Before reaching out to Customer Care, perform the steps outlined in the article above. Be aware that only primary owners can cancel a paid school plan. Make sure you’re logged in as the primary owner before canceling your plan. If you’ve followed the steps to cancel and you still need assistance, file a ticket and the Customer Care team will help you finish the cancellation process.

What is your refund policy?

We want every customer to be satisfied with their experience using our platform, which is why we offer a 30-day refund policy to school owners on paid plans. The timing of the 30 days depends on whether you have an annual or monthly plan. You can read about the specifics of the plan in this article.

You must first cancel your paid plan before requesting a refund. Simply taking your school offline will not cancel your plan. To cancel your school plan, follow the steps in this article. Once you have followed that process, file a ticket with Customer Care requesting a refund.

If you have a legacy school (any school created before July 15, 2020) on a paid plan, you can downgrade to a free plan within 30 days of purchasing a paid plan to receive a refund. Legacy school owners must downgrade to a free plan within 30 days to receive a refund.

Why am I still being billed?

There are a few reasons why you might still be getting billed after you tried canceling your account. It’s possible that a school has a Teachable subdomain that wasn’t removed, or that you have a duplicate account or multiple schools. We’ll address each of these below.

First, if you have any subdomains with Teachable, you must delete them before you can finalize your cancellation. Instructions on how to do that can be found in this article.

Once these steps are done, you can cancel your plan by going to the admin, then Settings > Plan and choosing Cancel Plan under your current plan.

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If you believe you might have a duplicate account(s) you can file a ticket with Customer Care. Please provide the last 4 digits of the card being charged, as well as the date and amounts of the charges, so our team can identify the duplicate accounts and help you cancel them.

If you have multiple schools, you’ll need to follow the steps outlined above for each school you have. If you’re not sure if you have multiple schools, you can file a ticket with Customer Care.

How does a student request a refund?

If a student is not satisfied with the products they purchased, they should reach out to the school owner using the Contact form in the admin:
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Teachable requires school owners to fulfill refund requests within 30 days of purchase if the school owner is using the Teachable payment platform.
If the school owner does not use Teachable’s payment platform, it’s up to the school owner to set their own refund policy and distribute that to students.

You can read more about requesting a refund here.

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