How do I suspend or cancel my service?
To suspend or cancel your LoyaltyLoop service, simply email us at support@loyaltyloop.com, or call us at 888-552-LOOP (5667) option 3.
There are 2 primary ways to stop your service.
(1) Voluntary Suspend
If you need to take a break but plan to continue using LoyaltyLoop, we can suspend your service indefinitely. Suspend is a great option when there's a pending change of company ownership, a change of staff, or you need to take a break for a while. Your subscription remains active with access to your historical responses. Your survey remains intact, but no new surveys will launch while on Voluntary Suspend. You can continue to publish/unpublish testimonials and run email follow-up campaigns. You also have access to our customer support team. Furthermore, you may resume your service at any time, and all your historical data will be available to you. Suspend mode is billed at only $19.95/mo to a credit card, starting on your next month of service.
(2) Cancel
If you need to cancel, please have the Admin user of your account email us at support@loyaltyloop.com, instructing us to cancel your account. For our monthly subscribers, you will be billed only for the full month in which you cancel, then your subscription will terminate on the last day of that month. For our annual prepaid subscribers, you will be billed the undiscounted regular monthly price through the month in which you cancel, then your subscription will terminate on the last day of that month (we will bill or refund any difference). Your account, survey, reports, and related data are deleted from the system in 30 days. If you canceled by mistake, you can resume within the 30 days following your cancellation, and we'll restore your account at no additional cost. If you cancel, you can always re-subscribe in the future at our then-current subscription and setup fees. Remember to download all your historical data and testimonials before canceling, as they will no longer be served by LoyaltyLoop. You should also remove the testimonial widget code from your website because the testimonial widget will no longer display your testimonials. If you re-subscribe in the future and provide us with your download file, we can restore your historical results to your new LoyaltyLoop account.
Please note, your LoyaltyLoop subscription may automatically cancel after 2 consecutive months with failed credit card billing attempts. When your credit card fails, which happens to all of us from time to time, we'll first rerun the charge in the following days. However, if the card declines repeatedly, we'll email your billing contact on file, and you can update your credit card in your account. If your card fails in the second consecutive month, we will call to confirm if you wish to continue or cancel your service. If we are unable to reach you, your service is automatically cancelled at the start of the 3rd month. You will be notified by email of the auto cancellation. If this was a mistake, you can update your credit card, we will process the past due charges, and your service will resume. Once cancelled, you can always subscribe again in the future at our then-current pricing.
Related Articles
How is LoyaltyLoop billed?
LoyaltyLoop is a subscription service, and billed as per the price of your chosen plan. We offer both monthly payment options, and annual pre-pay options. Monthly plans are billed on the 1st of each month, annual pre-payment plans on the 1st of ...
Do you offer a plan where I pay only if I launch (send) a survey?
We do not offer a per-survey-launch plan. LoyaltyLoop is purchased as a monthly subscription service, or annual prepaid subscription service (at 10% off the monthly rate). Your subscription gives you the option to launch surveys as frequently as ...
Does LoyaltyLoop charge sales tax?
As a Rhode Island corporation, LoyaltyLoop is required by RI law to charge our Rhode Island customers the 7% RI Sales Tax on all of our software services.