How do I change back to a free membership?

[tcolling]

I am no longer satisfied with paying for my "Pro" moz membership.  I miss having phone support, but moz personnel have told me, "don't worry, we have chat support, and that's just as good!"

So just now I tried to downgrade my membership status from "pro" to free", but now you have to fill in ALL of your credit card information, just to cancel(!)  If you don't believe me, just try it.

Anyway, I thought that maybe I was just not understanding how to do it, so I tried using the chat system to ask for help, and here's what happened.

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me: How do I downgrade from my current "pro" subscription to a free subscription (if there still is such a thing as a free one)?
Just a moment...

Sorry for the delay! We've got more chats than usual. If you need to run, please feel free to leave us a message and we'll get back to you soon. Thanks!
me: Pretty ironic. I am cancelling my paid subscription because you dropped phone support but you (your company) told me, "oh don't worry, chat support is just as good"

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And, I waited for ten minutes before giving up and asking here.  I hope that at least some other customer can answer this question for me.

This is a perfect example of why phone support is important, chat support is ok but not always sufficcient, and why in general it's not satisifactory (to me, at least), to basically tell customers to go ask for help in the Q&A forums because the company won't budget sufficiently to provide customer support with its own personnel.

Sad, too, because I've been a moz customer for over 4 years.  There just isn't enough difference in value for me to continue, considering the other tools that are available now, some of which do provide satisfactory support.

Thanks, for anyone who can answer my question.

[AaronWheeler]

I'm really sorry that you had a rough time reaching us over chat! The launch of Moz Analytics has increased our average reply time from a few hours to a day, and in some cases that's meant we haven't had as much time to provide live chat. If someone requests a call over email, we'll try to offer an answer in the reply email, but then also offer to schedule a call so you get service the way you want it.

Unfortunately, hiring enough people to provide good phone support for every customer is expensive and makes scaling our product to a lot of people very difficult. We needed to limit phone support to billing-related issues in order to provide faster service to everyone, not just those who called in. We should have clear messaging about our phone number on invoices and in the billing area of an account. I'll investigate and make sure it's still there!

Again, I'm sorry for the hassle. Thank you for letting us know and let me know if you have any other questions.

[DavidLee]

Hi Tim!

We spoke on Friday over the phone and chat. Extimaseo provided the exact steps you would need to cancel your account. If you decide to sign back up in the future all of your historical data will remain with us so you will be able to re-activate them at any time. I'm very sorry to hear you are leaving us. When viewing your subscription page, the cancel link is located here: http://www.screencast.com/t/f22pEtuD1

Hope this helps.

[KeriMorgret]

Hi! I think I've identified one issue for you, and that's with our wording. "Downgrade" would mean going to a lower level of paid account. "Cancel" is actually what you're looking for, which will cancel your paid account, but keep your community account on Moz.

I'm asking our help desk to step in and discuss the other aspects of this question with you.

[Extimaseo]

You can cancel your subscription by going to manage your billing and subscriptions. On this page click on manage subscription. You should see your current plan here and with upgrades available via the drop down box. What you want to click is cancel subscription.

Hope this helps.