Summary
There are certain situations where you’ll need to contact PowerSchool for assistance with processing a cancellation. This article explains who to reach out to and what steps to take.
Question
The customer signed the renewal quote or DocuSign by mistake. What is the next step?
Answer
If a renewal quote or DocuSign was signed in error, please contact the PowerSchool Customer Success Team for assistance. To contact Customer Success, use the PowerSchool Assistant. This is the best path to find answers and create a Success case to connect with the team. If you're already in the Assistant, continue the conversation and you will get an option to contact our Success team.
Question
We canceled the product, but the current year’s renewal invoice still includes it. What should we do?
Answer
If you’ve received a Decommission Letter confirming the product cancellation but still see it listed on your renewal invoice, please contact the PowerSchool Customer Success Team for support. To contact Customer Success, use the PowerSchool Assistant. This is the best path to find answers and create a Success case to connect with the team. If you're already in the Assistant, continue the conversation and you will get an option to contact our Success team.
Question
The school received a cancellation confirmation or decommissioning letter, but the site is still active. What should we do?
Answer
If you’ve received a cancellation or decommissioning letter but your site remains active,
use the PowerSchool Assistant to reach out to the PowerSchool Customer Success Team for assistance. To contact Customer Success, use the PowerSchool Assistant. This is the best path to find answers and create a Success case to connect with the team. If you're already in the Assistant, continue the conversation and you will get an option to contact our Success team.
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