summary: cancelling your edgeful subscription stops future payments — you keep access through the end of your current billing period, then it stops. here's the exact flow, plus what to do if the cancellation survey gets stuck, and how to handle billing questions beyond cancellation.
cancelling your edgeful subscription stops your next payment from processing. that's the only thing it does immediately.
your access doesn't cut off the moment you hit cancel. you keep everything — all reports, the WIP dashboard, TradingView indicators, Discord — until the end of your current billing period. if you paid on the 1st and cancel on the 15th, you're covered through the end of that billing cycle.
how to cancel — step-by-step
log in to edgeful.
click your profile icon in the top right corner of any page.
select settings (or account) from the dropdown.
go to the subscription or billing tab.
scroll to the bottom of your plan details and click cancel subscription.
confirm the cancellation on the next screen.
you'll see a confirmation once the cancellation is processed. you'll also receive an email receipt showing your access end date. if you didn't receive the email confirmation, ensure your subscription has been cancelled in your account settings or reach out to the support team to confirm for you.
about the cancellation reason survey
after you confirm, you'll see a short survey asking why you're cancelling.
the survey is optional. you don't have to pick a reason, you don't have to write anything, and skipping it doesn't affect your cancellation — the cancellation is already processed by the time you see the survey.
if you want to give feedback, we read every response. if you don't, hit close or skip and you're done.
if the cancellation survey won't submit
there's a known bug that affects a small amount of users, where the cancellation survey modal freezes or fails to submit on Chrome running on Windows 10. the cancellation itself still goes through — it's only the survey that gets stuck.
to confirm the cancellation worked:
close the survey modal (or the browser tab — it's fine to abandon it).
log back into edgeful and check your membership page. if it shows "cancelled" or an access end date, you're done.
you can also confirm your status in the payment details section as well.
check your email for a cancellation confirmation.
if you want to leave feedback and the survey won't submit, try:
a different browser (Firefox, Edge, or Safari)
a different device (phone, tablet, another computer)
reaching out through the in-app chat — mention that you were unable to submit the survey and we'll capture your feedback manually
do you offer refunds?
we don't offer refunds on subscription payments. once a billing cycle has been charged, access runs through to the end of that period — and then it stops.
if you think there's been a billing error or you've been charged unexpectedly, get in touch and we'll sort it out. you can refer to our terms and conditions here (refer to section 5.2).
billing questions beyond cancellation
a few other common billing scenarios come up. none of them change the refund policy above — but the answers below cover what's actually happening and how to get help when something looks off.
"I cancelled but still got charged"
cancelling stops your next payment. it doesn't refund the cycle you already paid for. so if you were charged on the 1st and cancelled on the 15th, your access runs through the end of that cycle and no further charge is made after that.
if you see a charge that lands after your cancellation date, something else is going on. common causes:
the cancellation didn't complete — usually the survey-freeze bug from the section above. log in and confirm your status in settings → billing before assuming it went through
you have a second account on a different email or sign-in method — common if you've used both Google sign-in and email/password at different points. the charge is for that other account, not the one you cancelled
a delayed posting from the cycle before cancellation — your card issuer can show a charge a few days after it actually processed on our side, so a charge dated after your cancel date may still be for the prior billing cycle
open a support ticket through the in-app chat with your receipt or statement screenshot and we'll trace the charge back to the right account.
"I see two charges on my statement — is that a double charge?"
most of the time, it isn't. two things that commonly look like duplicates:
a pending authorization alongside the actual charge. your card issuer shows both for a day or two, then the authorization drops off. the real total is only one charge
two cycles landing on the same statement. if your billing date is close to your statement close date, the previous cycle and the new cycle can both appear on the same statement
to confirm what you were actually charged: log in to edgeful → settings → billing and check your payment history. every charge on your card should match a row there. if you see a charge on your card that isn't in your edgeful billing history, open a ticket with a screenshot and we'll investigate.
"my payment failed — what happens next?"
if a payment fails, your card processor automatically retries over the next several days. you may see multiple attempts on your statement while those retries run. your access stays active during that window.
if the retries all fail, your subscription moves to an unpaid state and access pauses. update your card in settings → billing to restore it. if you're not sure whether a charge on your statement is a retry or a fresh cycle, open a ticket — we'll confirm.
how to open a billing dispute
if you believe a charge is wrong or unexpected, come to us first. coming through our support is almost always faster than a card-issuer dispute, which can take 30–90 days to resolve.
open the chat widget inside edgeful. bottom-right corner of any page once you're logged in
include these details in your first message: the charge date, the amount, the last 4 digits of the card used, and a screenshot of the transaction from your bank or statement
we'll reply inside the ticket and work through it with you
if you can't reach chat (e.g., you're locked out or already cancelled), reply to your most recent edgeful billing email or email [email protected] — it routes to the same support queue
if you file a dispute with your card issuer before contacting us, we'll still help — but the issuer's process locks the charge while it's under review, which slows everything down. reaching out to us first is almost always the faster resolution.
what if I want to downgrade instead of cancel?
if you're on the all access plan and want to step down to essential instead of cancelling entirely, there's a full walkthrough — including what to do if the downgrade option isn't showing up on your membership page.
what about the all access plan specifically?
same policy. cancel the all access plan and you keep algo access — automation, indicators, algo analyzer — until your billing period ends. after that, your account rolls back to the essential plan features, or cancels entirely if that's what you selected.
one thing worth knowing: if you subscribed at an early-adopter or promotional rate, cancelling means that rate won't be available again if you re-subscribe later.