# How to Cancel HeyGen: Steps, Credits, Pause and Refund Requests > Cancel HeyGen in Settings > Plan & Billing or your app store: what happens to credits and avatars, why pause wipes credits, and when a refund may apply. _Source: https://professionalstoolkit.com/articles/how-to-cancel-heygen — The Professional's Toolkit · updated October 2026_ --- You cancel HeyGen on the web at Settings > Plan & Billing: click the small down arrow next to the upgrade button, then choose Cancel your plan.[1] Nothing ends that day. Your paid plan runs to the end of the billing cycle, or to the end of the paid year on an annual plan, and then the account drops to Free. Three rules catch people out. Unused credits expire at that drop, pausing wipes them at once, and HeyGen generally refunds nothing, though it may consider a request within 15 days for web and Google Play purchases and 14 days for the App Store. Subscriptions bought in a phone app are cancelled in the store, not in HeyGen. **15 days** — Window in which HeyGen may consider a refund for web and Google Play purchases, case by case (14 days for the App Store). - **End of cycle** — When a HeyGen cancellation takes effect - **0 credits** — Carried over once a cancelled plan drops to Free - **1 slot** — Avatar slots left on Free; extra twins are locked, not deleted ## What you keep and what you lose when the plan ends Cancelling stops renewals; it does not delete your work. HeyGen's help center says avatars, videos and projects stay accessible after cancelling, and rendered videos remain in Projects once the account moves to Free. What shrinks is capacity. Avatar slots drop to one, and extra Digital Twins are **locked, not deleted**, until you subscribe again. If you paid for an extra avatar slot add-on, the twin tied to it expires when the add-on lapses, while videos already rendered with it stay. HeyGen's developer docs say professional voice clones beyond your slot limit stop working but keep their data. The real loss is credits. On monthly billing, unused credits normally roll over one more month, and on annual billing they accumulate until renewal, but both rules assume you stay on a paid plan. When the cancelled plan reaches its end date and becomes Free, **unused credits expire**. Free itself runs on no credits at all: up to 3 watermarked videos a month, each up to 1 minute, for personal, non-commercial use only. Client work or ads after that date need a paid plan again; our guide to [what HeyGen's Free plan covers](/articles/is-heygen-free) has the rest. > 💡 **Spend credits before the end date:** Unused credits expire when a cancelled HeyGen plan drops to Free, so render what you need before the cycle ends. > ⚠ **A paused plan restarts by itself:** Pausing a HeyGen plan wipes the whole credit balance and resumes automatically after about 30 days, with a new charge. ## How to cancel on the web, step by step The web route covers the self-serve plans bought on heygen.com, paid by card, PayPal or another method. Enterprise contracts and discontinued products follow their own rules, covered below. Because a cancellation only takes effect at the end of the cycle, you can cancel the day you subscribe without losing a single paid day. That is the safest habit if you only need HeyGen for one project. 1. Sign in on a computer and open Settings, then Plan & Billing. 2. Click the down arrow next to the upgrade button. 3. Choose Cancel your plan and confirm. 4. Note the date your cycle ends. That is when paid features stop and credits expire. Removing an add-on is a different action. HeyGen's help center warns that using the general cancellation control to drop an add-on can cancel the whole subscription. Add-ons come off under Buy/Manage Add Ons in Plan & Billing; if one will not come off, contact support rather than pressing Cancel. Discontinued products, such as the old Finetune Avatar plan or older Video Avatar and LiveAvatar slot products, can only be cancelled through support@heygen.com. > ⚠ **Do not remove add-ons with Cancel:** HeyGen warns that using the general cancellation control to remove an add-on can cancel the whole subscription; use Buy/Manage Add Ons or contact support. Two other bills live outside your plan. LiveAvatar is a separate product with its own plans, credits and billing. The HeyGen API runs on a separate prepaid USD wallet, and purchased API credits expire 12 months after purchase. Cancelling your HeyGen plan does not speak for either, so check both before you assume every charge has stopped. ## Cancelling a subscription bought in the App Store or Google Play If you subscribed in the iOS or Android app, HeyGen's web settings cannot stop the charge. Cancel in your Apple ID subscriptions or in Google Play instead. **Deleting the app does not cancel anything.** Weekly billing, which exists only in the app, is cancelled the same way. Store-billed credits follow a stricter rule than web credits: they expire after 30 days with no rollover, so there is rarely a banked balance worth protecting. Mobile users who only want a cheaper plan face an extra step. HeyGen's help center says a downgrade in the app is not immediate: you cancel the store subscription, keep it active until the cycle ends, then buy the lower plan.[2] Pausing is not available through the stores, so a phone subscriber can only cancel, wait, or keep paying. ## Pause or downgrade instead? Read the fine print first Pausing looks gentler. It is not. Pause exists only on desktop and postpones your next charge by one billing cycle, usually 30 days. During the pause the account switches to Free, and the **whole credit balance expires** the moment the pause starts; HeyGen does not restore it when the plan resumes. The plan then resumes on its own, which is why some people see an invoice after they believe they cancelled. Unpausing early charges you immediately and makes that day your new billing date. A downgrade is the softer exit. Standard downgrades take effect at the end of the current cycle: you keep the current plan until then, and the next renewal is charged at the lower plan's price. Pro is one plan with credit tiers that can be switched at any time, which lets a Pro user who needs fewer credits move to a smaller tier instead of leaving. ## Refunds: a 15- or 14-day window to ask, not a right HeyGen's Terms say payments are non-refundable except where the law requires otherwise. The help center opens a narrow door: a refund for a plan that did not suit your project may be considered within 15 days for HeyGen and Google Play purchases and 14 days for App Store purchases.[3] It is case by case, and HeyGen may deny it if you already used a significant amount of credits. Forgotten months are typically not refunded. Ask through live chat or support@heygen.com, with the reason, your account email and the invoices. Apple refunds must be requested from Apple. Google Play refunds go through HeyGen support, with the order number and the account email. Outside that window, cancelling only stops future charges: an annual plan stays active for the rest of the paid year, and the unused months are not paid back. That makes the billing choice at signup the decision that counts. > 💡 **Send invoices with the refund request:** Write through live chat or support@heygen.com with the reason, your account email and the invoices, inside the 15-day (web, Google Play) or 14-day (App Store) window. HeyGen's pricing page lists Creator at $29 a month billed monthly or $24 a month billed yearly ($288 a year), Pro from $49 a month billed monthly or $41 a month billed yearly ($488 a year), and Business at $149 a month billed monthly or $119 a month billed yearly ($1,428 a year) for the first seat.[4] Credits, not the plan price, decide how much video that money buys, as our [HeyGen pricing guide](/articles/heygen-pricing) explains. By our arithmetic, nine months at $29 a month come to $261 and ten come to $290, against $288 for a year. The same line falls at ten months for Pro at 1,000 credits and for Business. Unsure you will stay that long? Pay monthly. ## Legacy plans, Enterprise contracts and deleting the account Legacy Unlimited plans (Creator, Pro, Business or Team Unlimited) are no longer sold. Holders keep them while the subscription stays active and in good standing, but **cancelling one, or switching to a credit-based plan, is permanent**. Coming back means buying a current credit-based plan, with credits charged per minute for every engine. Enterprise is annual only and bought under HeyGen's Master SaaS Agreement. Order forms renew automatically for the same term unless either side asks to end them at least 30 days before the term ends, renewal increases are capped at the change in the Consumer Price Index with at least 60 days' notice, and purchased quantities cannot be reduced mid-term. Questions go to your Enterprise representative. If you join a parent-managed Enterprise workspace while paying for your own Creator or Team plan, that plan is not cancelled automatically; support can arrange a partial refund. Cancelling is not deleting. Deleting the account is permanent: once you type your email to confirm, the account and its data are deleted instantly, and the privacy policy says copies stay in backups for 60 days before erasure. Download first; exports cover the full video, audio only or SRT captions. If you have lost access to your email, HeyGen cannot recover the account; support can only cancel pending or future charges. ## FAQ **Can I get my old HeyGen avatars back if I subscribe again?** Yes for extra Digital Twins: after a paid plan ends they are locked, not deleted, and unlock when you resubscribe. A twin tied to a paid extra-slot add-on expires when that add-on lapses, though videos already rendered with it stay. Credits that expired at the drop to Free are not restored. **Why was I charged by HeyGen after I cancelled?** A common cause is a pause rather than a cancellation: paused plans resume automatically after about 30 days. Store subscriptions also keep billing until cancelled in the App Store or Google Play, even if the app is deleted. **Does cancelling my HeyGen plan stop LiveAvatar or API billing?** Not necessarily. LiveAvatar has its own plans, credits and billing, and the API uses a separate prepaid wallet, so check each one on its own. **What if I can no longer sign in to HeyGen?** If you are signed out and have lost access to the account email, HeyGen cannot recover or transfer the account, but support can cancel pending or future charges. ## The bottom line Cancelling HeyGen is quick; the cost hides in the timing. Cancel on the web or in the store you paid through, spend your credits before the cycle ends, and never use the general cancel control to drop an add-on. Skip pause unless you accept losing every credit and an automatic restart. If you want money back, ask within 15 days on the web or Google Play, or 14 on Apple, with your invoices, knowing HeyGen decides case by case. ## Sources [1] HeyGen Help: how to cancel or pause your heygen subscription — https://help.heygen.com/en/articles/8304328-how-to-cancel-or-pause-your-heygen-subscription (2026-10) [2] HeyGen Help: how to upgrade or downgrade your subscription — https://help.heygen.com/en/articles/8300824-how-to-upgrade-or-downgrade-your-subscription (2026-10) [3] HeyGen Help: refund process and policy — https://help.heygen.com/en/articles/8304807-refund-process-and-policy (2026-10) [4] Pricing Plans for Creators and Marketers — https://www.heygen.com/pricing (2026-10) [5] HeyGen Help Center — https://help.heygen.com/en/ [6] HeyGen Terms of Service — https://www.heygen.com/terms [7] App Store (US), HeyGen listing — https://apps.apple.com/us/app/ai-avatar-generator-heygen/id6711356409