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How to cancel the GENNO subscription

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If the farm is going to stop using GENNO, ask the GENNO team for the cancellation. Export the data first: after the retention period, it is deleted.

Before you start​

Request the cancellation​

  1. At web.genno.app, click Support.
  2. Open a ticket requesting the cancellation of the subscription. See how to contact support.
  3. The GENNO team confirms the cancellation through the ticket.

What happens next​

  • The subscription becomes cancelled. When you sign in on the web, the Reactivate your subscription screen appears, with The subscription was cancelled.
  • The screen shows Your data is kept until a date. The period is 30 days from the cancellation.
  • GENNO notifies you at cancellation, 7 days before and 1 day before deletion.
  • Until that date, the administrator can still export the data or reactivate.
  • After that date, the data is permanently deleted, as set out in section 6 of the Terms of Use.

A subscription suspended for non-payment is also cancelled after 30 days suspended.

Reactivate the account​

  1. Sign in at web.genno.app with your email and password.
  2. On the Reactivate your subscription screen, choose the plan and pay.
  3. GENNO comes back as it was, with the data kept.

The plans are at genno.app/planos.

Common problems​

The team asked me to export first. Export in Settings › Export my data and keep the ZIP file. It is available for 7 days.

I'm not an administrator and I want to cancel. Talk to the organization's administrator. On the reactivation screen, non-administrators see Ask the organization administrator to export or reactivate.

The date passed and I didn't export. After that date, the data can't be recovered.

Next steps​

GENNO horse smiling, wearing a support headset

Didn’t this article solve it?

Talk to the GENNO team. Tell us what you were doing and, if you can, send a screenshot.

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