StreamLive Pro

My subscription was not cancelled

StreamLive Pro said "The subscription was NOT cancelled" or the plan still shows after you cancelled? What each message means and the other ways to cancel.

Updated November 5, 2026 · 3 min read

If you pressed Cancel subscription and got "The subscription was NOT cancelled. Please try again.", the request did not reach the end: nothing changed, and the subscription will still renew. Usually it is a short failure between us and the payment provider, and pressing Cancel again a minute later works. A different case looks similar but is not an error: after a successful cancellation your plan stays active until the end of the period you paid for, so the plan name is still on the Billing page. The cancellation message gives the end date.

What you see and what to do

Steps

1. Open Billing. Click your initials at the top of the dashboard and choose Billing. Current plan shows your plan and billing cycle.
2. Press Cancel. In the Billing menu choose Cancel, press Cancel subscription, and confirm in the window.
3. Read the message to the end. Success says when the plan ends, or, inside the refund window, that the payment was refunded. A failure says the subscription was NOT cancelled.
4. On a failure, try once more after a minute. Do not press many times in a row.
5. Use another way if it still fails. The same button is in Settings, Danger Zone. You can also cancel on the page streamlivepro.io/cancel, or by email to [email protected] from the account email.
6. Keep the confirmation. A successful cancellation is confirmed on screen. Keep a screenshot until the end date passes.

How a cancellation works

• The plan runs to the end of the paid period. Then it does not renew. Until that date everything in the plan keeps working.
• Refund inside 14 days. If you cancel within 14 days of a first payment or an upgrade charge, and have not used the paid service since, the payment is refunded in full and the plan ends at once. Renewals are not refunded this way. Full rules: Change or cancel your StreamLive Pro plan.
• Your files after the end. When the paid period ends, the account keeps your content for a while before deletion, and the email that confirms the end gives the date. What happens to them and how to keep them longer: What happens to your files when your paid plan ends.
• Changed your mind. Before the end date you can resume the subscription: Undo a cancellation and keep your StreamLive Pro plan.
• Deleting the account also ends the subscription, at once: How to delete your StreamLive Pro account.

When to contact support

Write to [email protected] from the account email if cancelling fails twice, or if you see a charge dated after a successful cancellation. Send the account email, the time you tried, a screenshot of the message, and the date and last 4 digits of any charge in question. We check the subscription and answer by email. See When you are connected to a person.

Frequently asked questions

Why does it say the subscription was not cancelled?

The request failed on the way to the payment provider, so nothing changed. Try again after a minute, or use streamlivepro.io/cancel or an email to support.

I cancelled, so why does my plan still show?

A cancellation stops the renewal, and the plan stays active until the end of the period you paid for. The date is in the cancellation message.

Can I get a refund when I cancel?

If you cancel within 14 days of a first payment or an upgrade charge and have not used the paid service since, yes, in full. Otherwise the plan runs to the end of the paid period.

Can a team member cancel the plan?

No. Billing belongs to the account owner and is not reachable through a team seat.

I am on the trial. Do I need to cancel?

No. The trial needs no card and does not renew, so there is nothing to cancel.

Keep reading