Q&A: Cancellation Process

[#1]

What is the process for cancelling our subscription?

If your school is currently under an active contract with PowerSchool, we are unable to process this request at this time. However, if your contract is not active and you are contacting us at least 45 days before your renewal start date, your Customer Success Manager can assist you further.

Please reach out to your CSM with the reason for canceling your subscription, and they will help you move forward with your request.

To reach our team, please follow these steps:

• Log in to PowerSchool Community: Use your credentials to access the PowerSchool Community portal.
• Navigate to the Customer Connect Portal: Once logged in, locate and click on the Customer Connect portal.
• Select the “Support” Tab: In the Customer Connect portal, click on the “Support” tab. Here, you'll find the "My PowerSchool Contacts" section, where you can locate your contacts for assistance.

What happens after you submit your cancellation request?

Once you submit a cancellation request to the Customer Success Manager (CSM) team, a CSM will be assigned to your case. The assigned CSM will contact you to confirm your request and provide details about the expected timeline for processing the cancellation. They will guide you through the next steps and ensure everything is handled smoothly.

Should I worry about the payment reminder, even after informing the PS team about my decision not to renew the product?

Once you inform the Accounts Team, who shares the invoice reminders with you, about your decision not to renew, they will reach out to your CSM. Your CSM will then contact you for further details and assistance. After this process is completed by the CSM, you will no longer receive the invoice. You can stay in touch with your CSM for frequent updates.

How can I cancel my account and stop all renewals since our school has closed?

If your school has closed and you need to terminate your account along with any active renewals, a formal cancellation process must be followed. First, you need to submit a cancellation request on your school’s letterhead. This request should be accompanied by a legal document that confirms the school’s closure. Once you have these documents prepared, please send them to your Customer Success Manager team. They will review your request and process the cancellation. After the CSM team has processed your request, you will receive an email confirmation. This confirmation signifies that all active products, services, and renewal contracts linked to your account have been successfully cancelled.

How to retrieve my data after cancellation?

The customer is supposed to retrieve the data dump before the cancellation date/renewal due date. However, once this is passed, the customer is requested to reach out to support directly for the data.

I got my product cancelled for the upcoming school year, management decided to renew the product for one more school year? how can I get this reinstated?

If you have already crossed the due date which was mentioned on the decommissioning letter/notice which was sent to you or the person who requested for cancellation, then we would not be able renew it directly. This request needs to go through a new sale again. However, if you are within the due date mentioned on the decommissioning letter, please reach out to your customer success manager at the earliest convenience to take it forward.

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[#2]

What is the process for cancelling our subscription?

If your school is currently under an active contract with PowerSchool, we are unable to process this request at this time. However, if your contract is not active and you are contacting us at least 45 days before your renewal start date, your Customer Success Manager can assist you further.

Please reach out to your CSM with the reason for canceling your subscription, and they will help you move forward with your request.

To reach our team, please follow these steps:

• Log in to PowerSchool Community: Use your credentials to access the PowerSchool Community portal.
• Navigate to the Customer Connect Portal: Once logged in, locate and click on the Customer Connect portal.
• Select the “Support” Tab: In the Customer Connect portal, click on the “Support” tab. Here, you'll find the "My PowerSchool Contacts" section, where you can locate your contacts for assistance.

What happens after you submit your cancellation request?

Once you submit a cancellation request to the Customer Success Manager (CSM) team, a CSM will be assigned to your case. The assigned CSM will contact you to confirm your request and provide details about the expected timeline for processing the cancellation. They will guide you through the next steps and ensure everything is handled smoothly.

Should I worry about the payment reminder, even after informing the PS team about my decision not to renew the product?

Once you inform the Accounts Team, who shares the invoice reminders with you, about your decision not to renew, they will reach out to your CSM. Your CSM will then contact you for further details and assistance. After this process is completed by the CSM, you will no longer receive the invoice. You can stay in touch with your CSM for frequent updates.

How can I cancel my account and stop all renewals since our school has closed?

If your school has closed and you need to terminate your account along with any active renewals, a formal cancellation process must be followed. First, you need to submit a cancellation request on your school’s letterhead. This request should be accompanied by a legal document that confirms the school’s closure. Once you have these documents prepared, please send them to your Customer Success Manager team. They will review your request and process the cancellation. After the CSM team has processed your request, you will receive an email confirmation. This confirmation signifies that all active products, services, and renewal contracts linked to your account have been successfully cancelled.

How to retrieve my data after cancellation?

The customer is supposed to retrieve the data dump before the cancellation date/renewal due date. However, once this is passed, the customer is requested to reach out to support directly for the data.

I got my product cancelled for the upcoming school year, management decided to renew the product for one more school year? how can I get this reinstated?

If you have already crossed the due date which was mentioned on the decommissioning letter/notice which was sent to you or the person who requested for cancellation, then we would not be able renew it directly. This request needs to go through a new sale again. However, if you are within the due date mentioned on the decommissioning letter, please reach out to your customer success manager at the earliest convenience to take it forward.

Was this Article Helpful?

• Kudo this article if you found it helpful. It will help others find this resource.
• Comment directly on this article to request clarification or share feedback about the content of the article.
• Use the product-specific forum for questions not directly related to this article.

[#3]

What is the process for cancelling our subscription?

If your school is currently under an active contract with PowerSchool, we are unable to process this request at this time. However, if your contract is not active and you are contacting us at least 45 days before your renewal start date, your Customer Success Manager can assist you further.

Please reach out to your CSM with the reason for canceling your subscription, and they will help you move forward with your request.

To reach our team, please follow these steps:

• Log in to PowerSchool Community: Use your credentials to access the PowerSchool Community portal.
• Navigate to the Customer Connect Portal: Once logged in, locate and click on the Customer Connect portal.
• Select the “Support” Tab: In the Customer Connect portal, click on the “Support” tab. Here, you'll find the "My PowerSchool Contacts" section, where you can locate your contacts for assistance.

What happens after you submit your cancellation request?

Once you submit a cancellation request to the Customer Success Manager (CSM) team, a CSM will be assigned to your case. The assigned CSM will contact you to confirm your request and provide details about the expected timeline for processing the cancellation. They will guide you through the next steps and ensure everything is handled smoothly.

Should I worry about the payment reminder, even after informing the PS team about my decision not to renew the product?

Once you inform the Accounts Team, who shares the invoice reminders with you, about your decision not to renew, they will reach out to your CSM. Your CSM will then contact you for further details and assistance. After this process is completed by the CSM, you will no longer receive the invoice. You can stay in touch with your CSM for frequent updates.

How can I cancel my account and stop all renewals since our school has closed?

If your school has closed and you need to terminate your account along with any active renewals, a formal cancellation process must be followed. First, you need to submit a cancellation request on your school’s letterhead. This request should be accompanied by a legal document that confirms the school’s closure. Once you have these documents prepared, please send them to your Customer Success Manager team. They will review your request and process the cancellation. After the CSM team has processed your request, you will receive an email confirmation. This confirmation signifies that all active products, services, and renewal contracts linked to your account have been successfully cancelled.

How to retrieve my data after cancellation?

The customer is supposed to retrieve the data dump before the cancellation date/renewal due date. However, once this is passed, the customer is requested to reach out to support directly for the data.

I got my product cancelled for the upcoming school year, management decided to renew the product for one more school year? how can I get this reinstated?

If you have already crossed the due date which was mentioned on the decommissioning letter/notice which was sent to you or the person who requested for cancellation, then we would not be able renew it directly. This request needs to go through a new sale again. However, if you are within the due date mentioned on the decommissioning letter, please reach out to your customer success manager at the earliest convenience to take it forward.

Was this Article Helpful?

• Kudo this article if you found it helpful. It will help others find this resource.
• Comment directly on this article to request clarification or share feedback about the content of the article.
• Use the product-specific forum for questions not directly related to this article.