Cancel HeyGen Subscription Steps and HeyGen Refunds

To cancel a HeyGen subscription on the web, click your profile picture in the bottom-left corner, open Settings, then Plan & Billing, click the arrow next to Manage Billing and choose Cancel Plan, not Pause Plan. Answer the short survey and confirm. Your plan stays active until the end of the billing cycle and then drops to Free. Cancelling refunds nothing on its own: HeyGen reviews web refund requests case by case within 15 days of purchase, and its terms call payments non-refundable except where the law requires.

We read HeyGen's help centre articles on cancelling and pausing (updated 7 August 2026), on refunds (updated 30 September 2026), on billing and invoices (28 July 2026) and on its credit plans (13 October 2026), plus its terms of service, last updated 15 October 2026, and the newest one-star reviews on its Trustpilot profile on 19 October 2026. This page is for a creator, marketer or team that pays HeyGen today and wants to stop the next charge, ask for money back if there is a case, and keep making videos next month.

Cancel HeyGen subscription routes by where you paid

Who bills you decides where the cancel button is. HeyGen sells through its own website and through the Apple and Google app stores, and each route has its own refund owner.

If you are not sure which applies, look at your Apple subscriptions list first, then your Google Play subscriptions, then your card statement. A web subscription will show a charge from HeyGen itself. Deleting the mobile app does not cancel anything, and HeyGen says so in two separate articles.

How to cancel HeyGen on desktop, step by step

1. Click your initial or profile picture in the bottom-left corner of the home screen and choose Settings.
2. Open Plan & Billing in the left-hand menu.
3. In the Plan section, click the small down arrow next to the Manage Billing button.
4. Choose Cancel Plan. Pause Plan sits right beside it, so read the label before you click.
5. Answer the feedback questions and click Continue Canceling to confirm.

You should see your plan marked to end on the renewal date. Take a screenshot of that screen. If a charge appears later, that screenshot is the fastest way to prove you cancelled, and HeyGen's refund article asks for exactly this kind of evidence when a cancellation did not go through.

On a team plan, only the account that owns billing can cancel. Add-ons are the other trap: cancelling on your own ends the whole subscription, plan and add-ons together. If you only want to drop an add-on such as an extra avatar slot and keep the plan, HeyGen asks you to contact support instead. Discontinued products such as the Finetune Avatar plan or a LiveAvatar slot are also cancelled through support, not the settings page.

Cancel, not pause, unless you will be back within a month

Pause looks like the gentler option and it is the reason a lot of people keep paying. HeyGen's own FAQ answers the question "I thought I cancelled my plan, why are you still sending invoices?" with: you probably paused. A pause is not open-ended. It postpones the next charge by exactly one billing cycle, usually 30 days, then the plan restarts on its own and bills you.

The credit line is the expensive one. Pausing does not freeze your balance. HeyGen's article says the balance "expires entirely" when the pause takes effect and is not added back when the plan resumes. So a pause costs you the credits you hold and then charges you again a month later. HeyGen itself recommends cancelling if you want to pause indefinitely. Pause only makes sense when you know you will need the plan again in four weeks and your balance is close to zero.

Use your credits and download your invoices before the cycle ends

Three things disappear when a cancelled plan rolls down to Free, so deal with them during the days you have left.

Credits. Paid credits expire when the account moves to Free. They do not carry over and there is no cash value. If you hold a balance, render what you need before the renewal date.

Avatar slots. Free allows one custom avatar slot. Extra avatars are locked, not deleted, and come back if you subscribe again. Your rendered videos stay under Projects.

Invoices. This one catches businesses. HeyGen's billing article says the Manage Billing Info page, where invoice history lives, "is only available with an active subscription". Once your plan has fully ended you lose the self-serve route to your receipts. Download every invoice you need for your books now, and if you track software spend in QuickBooks, scan the invoice straight into QuickBooks before the page goes away. HeyGen also says it cannot edit past invoices on non-enterprise plans, so fix your billing name and address before the final charge if they are wrong.

HeyGen refund policy in plain numbers

HeyGen publishes two documents about refunds and they are not written in the same tone. The terms of service, last updated 15 October 2026, say "Payments are non-refundable, except where required by law", and that cancelling before the end of a period does not refund charges already paid. The refund article in the help centre is softer and is where the real process lives.

• The product did not suit your project. May be eligible within 15 days for web and Google Play purchases, 14 days through Apple. Reviewed case by case, and may be refused if a significant amount of credits has been used.
• You forgot about the subscription for months. Typically no full refund for those months.
• You asked to cancel before and were still charged. Email support with the address you used and they will search their records for your request.
• Someone used your card without permission. Start a fraud claim with your bank and report it to HeyGen's payment processor.
• Annual plan cancelled mid-year. Access runs to the end of the paid year. Unused months are not prorated or refunded automatically.
• Prorated refund for the rest of a monthly cycle. Not provided automatically.

Read the first row as a buyer would. Fifteen days is a window to ask, not a promise, and the condition about credits used means a real trial reduces your chances. If you are inside 15 days and barely used the plan, ask. If you rendered most of your balance, expect a no.

How to ask HeyGen for a refund

For a web purchase, use the live chat inside HeyGen or email support at the address listed in its help centre. Put three things in the first message, because HeyGen's article asks for them and a complete request is faster to approve:

• the reason, in one or two sentences (for example, avatar quality or voice cloning did not work for your language, with an example video);
• the email address on your HeyGen account;
• the invoice number and date, plus your cancellation screenshot if you were charged after cancelling.

For an iPhone purchase, HeyGen cannot refund you. Go to reportaproblem.apple.com, choose "Request a refund", pick the reason and select HeyGen. For Google Play, HeyGen support handles it and wants your order number and account email. HeyGen says to allow 24 to 48 hours for an answer.

A card dispute with your bank is the last resort, not the first step. HeyGen's terms send disputes to binding arbitration unless you opted out in writing within 30 days of first using the service, and they ask for an informal notice by certified mail before any formal action. In practice, a clear email with invoice numbers is the quickest route to money back when you have a case.

Legacy Unlimited plans: cancelling is permanent

If you still pay for one of HeyGen's old Unlimited plans (Creator, Pro, Business or Team Unlimited), think twice. HeyGen stopped selling them on 15 May 2026. You can keep yours as long as it stays active and in good standing, but cancelling it, or switching to a credit plan, is permanent. Coming back means a current credit plan, where Avatar IV and Avatar V videos cost credits by the minute.

For a heavy Avatar III user on a legacy plan, that is a real cost. Avatar III and audio dubbing remain unlimited on the legacy plans. If price is the reason you want to leave, compare a downgrade first. HeyGen's own cancel article suggests downgrading as the alternative, and standard downgrades take effect at the end of the current cycle.

Why HeyGen users get charged after cancelling

On 19 October 2026, HeyGen held 4.2 on Trustpilot from 4,621 reviews, with 69 percent five-star and 14 percent one-star, and it had replied to 36 percent of negative reviews. Of the 20 newest one-star reviews, ten were about output quality and seven were about money. One from 17 October called the cancellation process poor. One from 11 September said HeyGen kept charging after cancellation. Several described credits running out fast, including credits spent fixing the tool's own mistakes.

Almost every charged-after-cancelling story fits one of four causes, and all four are avoidable:

• Pause instead of cancel. The plan resumed by itself 30 days later.
• The wrong billing owner. The subscription was on Apple or Google, so cancelling inside HeyGen did nothing.
• Annual renewal. An annual plan renews at the then-current price for another year unless cancelled before the renewal date, and the terms let HeyGen change prices with notice.
• A second account. A team member or an old email address owns another active plan.

A checklist for the day you cancel

1. Confirm where you pay: web, Apple or Google.
2. Render anything you still need from your credit balance.
3. Download every invoice from Manage Billing Info while it still works.
4. Click Cancel Plan, not Pause Plan, and screenshot the confirmation.
5. If you are inside 15 days with light usage, send a refund request with your reason, account email and invoice number.
6. Check your card statement after the renewal date.
7. Delete the account only if you want your data gone. Cancelling does not delete it: that is Settings, Account, Delete Account.

What to use for ad videos after you cancel HeyGen

Why you are leaving decides what comes next. If HeyGen was a presenter tool for training, onboarding or translated explainers, a direct rival is the right swap, and our HeyGen alternatives comparison covers that. If you mostly bought HeyGen to make paid social ads, the problem was probably never the avatar. It was that you still had to write every script, guess the hook and render take after take, which is exactly what the credit-burn reviews describe.

AdsGen starts from the product page instead. Paste the URL and it writes up to 20 UGC ad scripts across 6 proven angles, then renders the ones you pick as vertical 9:16 videos with burned-in captions, ready for Meta, TikTok, Reels and Shorts. Plans start at $49 a month billed yearly, and you see a demo batch of scripts written for your own product before you pay. It is not a general avatar studio: there is no landscape output and no training-video workflow, so keep that in mind if those were your main jobs.

Still deciding whether to leave? Our HeyGen review prices each plan per 30-second ad, and the HeyGen pricing breakdown shows the credit rates per avatar engine, so you can check whether a downgrade fixes the cost before you cancel.

HeyGen cancellation and refund questions

How do I cancel my HeyGen subscription?

On the web, go to Settings, then Plan & Billing, click the arrow next to Manage Billing and choose Cancel Plan, then confirm through the short survey. On iPhone, cancel in Settings under your name and Subscriptions. On Android, cancel in the Play Store under Payments & subscriptions. The plan runs to the end of the cycle.

Does HeyGen give refunds?

Sometimes. HeyGen's terms say payments are non-refundable except where the law requires. Its help centre says web and Google Play purchases may be refunded within 15 days and Apple purchases within 14 days, reviewed case by case, and a request may be refused if a significant amount of credits was used.

Will I lose my videos if I cancel HeyGen?

No. When the paid cycle ends your account moves to the Free plan and previously rendered videos stay under Projects. Custom avatars beyond the single Free slot are locked rather than deleted and return if you subscribe again. Unused paid credits do expire when the plan ends.

Why is HeyGen still charging me after I cancelled?

The most common reason is that the plan was paused, not cancelled, and a paused plan resumes and bills after about 30 days. Other causes are paying through Apple or Google, an annual renewal, or a second account. Email HeyGen support with your account email and any cancellation screenshot.

Can I pause HeyGen instead of cancelling?

Yes, on desktop only. A pause delays the next charge by one billing cycle and then the plan restarts automatically. While paused the account is on Free, and your whole credit balance expires when the pause begins. HeyGen recommends cancelling if you want an open-ended break.

Does cancelling HeyGen delete my account?

No. Cancelling stops payments and moves you to the Free plan. To delete the account and its data, go to Settings, then Account, and choose Delete Account. Download your invoices first, because the invoice page needs an active subscription.

Can I get a prorated refund on a HeyGen annual plan?

Not automatically. If you cancel an annual plan, access continues to the end of the paid year and the unused months are not prorated or refunded. Within 15 days of the purchase you can still ask support to review a refund under the standard policy.