To cancel or downgrade your Matter subscription, open Settings, then Billing in the web app and use the Contact us form; a Matter representative replies within 24 to 48 business hours. Your plan stays active until the end of the current billing period, and your kudos, celebrations, and feedback history stay in your channel and the web app on every plan, including Free.
Who can use this: Workspace Owners and Admins on any paid plan.
For everything on this topic, see the Plans and billing collection.
Before you cancel: three ways to keep your recognition history
Move to the Free plan. Kudos and Feedback Friday keep working for unlimited users at no cost, and nothing your team has given or received is lost. What happens at the end of the free trial? describes what the Free plan keeps.
Pay for fewer seats. Billing is prorated daily by the number of people in your Matter channel, so removing people who have left lowers your next invoice, and annual billing saves 50% on Basic and 25% on Pro. How does adding or removing channel members affect billing?
Move platforms instead of leaving. If your company is switching between Slack and Microsoft Teams, Matter can migrate your workspace with its history. Migrating Matter between Slack and Microsoft Teams
What happens to coins and rewards
On the Free plan rewards are switched off. Members keep their earned coin balances, but they cannot redeem them until the workspace is back on Pro or Enterprise, and reward requests that are still pending cannot be approved. Before you downgrade, approve or decline any pending requests and ask members to redeem what they want to use. A prepaid rewards balance is not refunded, so use it before you leave: have members redeem their coins while rewards are still on. Export your rewards and analytics reports first if you want a record. Analytics report export and What happens to coins when a member leaves Matter?
How to cancel or downgrade with the form
Open the Web App.
Go to Settings, then the Billing section.
Look for: "Contact us here to downgrade or schedule a time to discuss pricing if you can no longer afford Matter."
Click Contact us here and complete the form.
Once completed, a Matter representative will contact you within 24 to 48 business hours with next steps.
Prefer to talk it through? The same Contact us form lets you schedule a time to discuss pricing before you decide.