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I have placed an order on Digistore24

How do I cancel a subscription on Digistore24?

You have taken out a subscription with a product vendor that sells their products via Digistore24 and you want to cancel it? In this article, you will find the appropriate procedure - depending on whether you have purchased as a private customer or as a company/business customer.

Please note

The payment and cancellation terms of a subscription may vary - depending on the agreement at the time of purchase (e.g. automatic termination, minimum term or - for business customers - automatic renewal).

Important: Cancellations for private purchases and business purchases work differently

  • If you purchased as a private individual (B2C): In many cases, you can simply cancel online - without needing to contact Digistore24 support additionally.
  • If you purchased as a company/business customer (B2B): You must contact Digistore24 support to cancel.

Select the area that's right for you:

Cancel subscription as private customer

In most cases, you can simply cancel your subscription online. There are two ways to do this: via the customer portal or via the order confirmation email.

Via the customer portal (easiest way)

  1. Open the customer portal and sign in with your email address.
  2. Click Order details next to the order.
  3. Under Active subscription, click Cancel subscription.
  4. Follow the remaining steps.

Tip
You don't need a password or an account. Each time you sign in, you'll receive a one-time code via email.

No cancel button visible?

The cancel button is only displayed if all of the following apply:

  1. You purchased as a private customer (not as a company).
  2. There are no more outstanding payments - if there is an outstanding payment, it must be paid first.
  3. The subscription is cancellable
    • Either directly, or
    • at the end of a minimum term
      Some payment plans are not cancellable and end only after the period specified at purchase.

If any of these conditions is not met, you will not see a cancel button. If you are unsure: Contact Digistore24 support.

Important: Always cancel via Digistore24

It is best to cancel your subscription directly with Digistore24. 

However, if you have already sent a cancellation to the product vendor and payments continue, please send us a screenshot of your cancellation. Ideally, it shows:

  1. Date
  2. Recipient email address
  3. Sender email address
  4. the sent folder
  5. the message to the product vendor

Contact the Digistore24 support for this.

Via the order confirmation email

Find order confirmation email

You will receive it after purchase to the email address you entered on the order form.

  • Sender: Digistore24 support <support@digistore24.com>
  • Subject: Digistore24 - Order Confirmation

If you can't find the email, check your spam folder or trash folder.

Tip

If you no longer have access to the email, use the customer portal or contact our support team directly.

Perform cancellation on support page

  1. Open the order confirmation email.

  2. Click on the link under Check out our support page:

    A new page will open.

  3. In the Please tell us how we can help you... section, click on Question about the payment.
  4. Click on I want to cancel payments.
  5. If you wish, you can enter your reason for canceling in the text field.
  6. Click on Stop payments and lose access later.
  7. Click Ok.

Afterwards, you will see a message indicating whether cancellation was successful.

No cancel button visible?

The cancel button (on the support page or on the order overview page) will only be displayed if all points apply:

  1. You purchased as a private customer (not as a company).
  2. There are no more outstanding payments - if there is an outstanding payment, it must be paid first.
  3. The subscription is cancellable
    • Either directly, or
    • at the end of a minimum term
      Some payment plans are not cancellable and end only after the period specified at purchase.

If a point is not fulfilled, you will not see a cancel button or you will see a message with the heading Error. If you are unsure: Contact the Digistore24 support.

Important: Always cancel via Digistore24

It is best to cancel your subscription directly with Digistore24. 

However, if you have already sent a cancellation to the product vendor and payments continue, please send us a screenshot of your cancellation. Ideally, it shows:

  1. Date
  2. Recipient email address
  3. Sender email address
  4. the sent folder
  5. the message to the product vendor

Contact the Digistore24 support for this.

Cancel subscription as a company/business customer

You must contact the Digistore24 support to cancel your subscription. Use the order confirmation email for this.

How it works

Find order confirmation email

You will receive it after purchase to the email address you entered on the order form.

  • Sender: Digistore24 support <support@digistore24.com>
  • Subject: Digistore24 - Order Confirmation

If you can't find the email, check your spam folder or trash folder.

Tip

If you no longer have access to the email, please contact our support team directly.

Contact Digistore24 support via order confirmation email

  1. Open the order confirmation email.

  2. Click on the link under Check out our support page:

    A new page will open.

  3. In the Please tell us how we can help you... section, click on Question about the payment.
  4. Click on I want to cancel payments.
  5. Click at the bottom on Still need help? Contact us.
  6. Describe your request in the Message field.
  7. Click Submit.

The Digistore24 support team will get in touch with you.