Downgrade or Cancel an Account

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.

Requester Role Required
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 location(s) from the drop down that the request is for.
  5	Select request type for selected locations. Downgrade Plan: Cancel a feature or product Cancel Services: Cancel all Otter subscriptions Other: Requesting account change not listed above
  5a	If choosing Downgrade Plan, select which products to downgrade.
  6	Select reason for downgrade or cancel request from reasons listed.
  7	Select Sub-reason— gives more detail for initial reason selected for request.
  8	Provide more details on your experience in the Tell us more section.
  9	Select if switching to another provider. If yes— select provider from drop-down list.
  10	Enter phone number.
  11	Click [Next] to submit request.
  12	Once submitted, our Support team will be in contact within 48 hours to complete your request.

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.

Outside of USA, Canada, United Kingdom, and Ireland?
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.

CloudRetail agreements require a 30-day notice of cancellation
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.

• 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.

   

  

   

Updated July 29, 2026 19:16