Overview
There are different methods for cancellations and downgrades based on account and request type. Find instructions below for canceling or downgrading an Otter, CloudRetail, Future Foods, or CloudKitchen account, including Otter Digital Solution add-ons.
If you have any additional questions, just reach out to our Support team for help.
Otter
Countries: USA, Canada, United Kingdom, and Ireland.
Follow the steps below to submit a request to downgrade or cancel your Otter account. Once the form is submitted, our team will contact you to assist with the account changes.
This request can only be submitted by users with the Billing Admin role.
Enterprise, Partner, and Annual Billing customers do not have access to this request form in the Otter Dashboard. To downgrade or cancel an Otter account, please contact your Customer Success Manager directly for assistance.
Step Process Image 1 From the Otter Dashboard, click on the Profile icon in the top-right corner.
Select [Billing].
2 Select [Subscriptions] from the left-side menu. 3 Select [Submit a request]. 4 Select the type of request from available drop-down options. - Downgrade my plan: Select to request to move Otter subscription to a lower-tier or remove a software add-on.
- Cancel my entire organization: Select to remove the entire organization from Otter.
- Cancel specific locations: Select to remove a location from Otter.
- Other: Select for any other downgrade request not listed above.
5 If you select Cancel specific locations select all applicable locations. 6 Select the cancellation or downgrade reason.
Selection Limit
You can select up to 3 listed cancel reasons.7 Optional
Add any additional information or comments regarding your request.
8 Enter a valid phone number for our team to contact you. 9 After the request is submitted, you will receive a confirmation that you will soon receive a call from our support team.
Our team will contact you within 1-2 business days.
Otter Digital Solutions Add-ons
Please contact our Support Team to downgrade or cancel any Otter Digital Solutions that have been added to your Otter subscription. This includes Direct Orders, Promotions, Loyalty, Reputation Management, etc.
For all other countries, please reach out to Otter Support for assistance with downgrading or cancelling your account.
CloudRetail
To cancel your CloudRetail account, please fill out the following form: CloudRetail: Contract Termination Request Form. Once the form is submitted, our CloudRetail Account Management Team will contact you to assist with the account changes.
Please arrange for all remaining products to be picked up by the end of the 30-day period. Our team is more than happy to help dispose of it for you if requested.
Future Foods
Please contact our Customer Success Team at success@tryotter.com to downgrade or cancel your Future Foods account.
CloudKitchens
Please contact our CloudKitchens Billing Team at billing@cloudkitchens.com to downgrade or cancel your CloudKitchens account.
FAQs
- In order to edit an existing brand name, add, or remove a brand to your Otter account, reach out to the Otter Support team for help.
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To add a new location to your Otter subscription, you can send a request through our Otter Assistant chatbot from the Otter Dashboard or your Otter tablet.
Just click the chat bubble and type “New Location”. From there, you’ll be able to submit your request to our team.
To remove a location, reach out to the Otter Support team for help.
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