When you cancel, you keep access through the end of your billing period. After that, you can't log in. If you want a copy of your vault information, you need to download it before your access ends. We recommend doing this as soon as you decide to cancel.
The full timeline.
When you cancel, here's exactly what happens and when:
- The day you cancel Your subscription is scheduled to end. You won't be billed again. Nothing changes in your vault yet.
- Through the end of your billing period You keep full access. You can log in, view your vault, edit information, and export your data. This is the time to export anything you want to keep.
- End of billing period Access ends. You can no longer log in. Your encrypted vault stays on our servers, but you can't access it.
- The next 60 days Your vault is preserved. If you change your mind, you can reactivate your subscription and we'll restore your vault. After this window closes, your data is gone.
- Day 61 after access ends Your encrypted vault is permanently deleted from our servers. This cannot be undone.
How to export your vault.
IvorySafe lets you download your vault as a PDF at any time while your subscription is active. Once your access ends, you can no longer do this, so we strongly recommend exporting before you cancel or as soon as you cancel.
- Log in to IvorySafe. Make sure you're logged in to the account you want to export.
- Open your account settings. Click your profile icon in the top right corner of any page and select Settings.
- Find the export option. Look for the Export Vault button in your settings.
- Download the PDF. We'll generate a PDF copy of your vault and start the download. Save it somewhere safe and accessible.
Anyone who has the file can read everything inside. Store it the way you'd store a paper copy of sensitive documents: somewhere only you can access. A locked file on a personal device or a sealed envelope in a home safe both work.
How to cancel your subscription.
- Log in to IvorySafe.
- Open account settings. Click your profile icon and choose Settings.
- Go to Subscription & Billing. Find the Subscription & Billing section in your settings.
- Click "Manage." This opens the secure billing portal run by Stripe, our payment processor, in a new window.
- Cancel in the Stripe portal. Select Cancel plan and confirm. Your cancellation is scheduled right away. You won't be billed again, and your access continues until the end of your current billing period.
Our refund policy.
If you're on the monthly plan
Monthly subscriptions aren't refunded. When you cancel, you keep access through the end of the month you've already paid for, and we don't bill you again. We don't offer prorated refunds for the unused portion of a month.
If you're on the annual plan
We offer a 14-day money-back guarantee. If you cancel within 14 days of starting your annual subscription, you'll get a full refund. After 14 days, we don't offer refunds on annual subscriptions, but you'll keep access through the end of the year you paid for.
If you signed up by mistake
If you were charged unexpectedly or signed up by accident, email support@ivorysafe.com. We handle these situations case by case.
What if I change my mind?
For the 60 days after your access ends, your vault is preserved. If you decide to come back, here's what happens:
- Start a new subscription. Sign up again using the same email address.
- Your vault will be restored. Because we kept your encrypted vault during the grace period, all of your information is exactly as you left it. You won't need to start from scratch.
- Log in with your original password. Your vault is still encrypted with the same key. Use the password you had before to unlock it.
Once we delete your encrypted vault, it's gone. We can't recover it, even one day later. If you think there's any chance you'll want to come back, reactivate before the grace period ends.
Common questions.
Will my emergency contacts be notified that I canceled?
If you've designated others as emergency contacts, or if others have designated you, those relationships end when your subscription ends. We don't send proactive notifications about your cancellation, but the people in your network may notice the change when they next log in. Letting your contacts know directly is the more thoughtful path.
During the 60-day grace period after your access ends, your emergency contacts cannot request access to your vault. The vault is preserved for you to reactivate, but the emergency access functionality is paused.
Can I still export my vault after my access ends?
No. The export feature requires you to be logged in to an active subscription. Once your access ends, you can't export anything. This is why we recommend exporting before you cancel or immediately after, while you still have access.
What if I forget the password to my old vault when I reactivate?
Because of our end-to-end encryption, we can't reset your password. If you forget it, your reactivated account's vault will be inaccessible, just like if you forgot it as an active user. Learn more about what happens when you forget your password.
Can I pause my subscription instead of canceling?
Not at this time. Subscriptions can only be active or canceled. If this is something you'd find useful, let us know at support@ivorysafe.com.
What happens to my data after permanent deletion?
Your encrypted vault is removed from our active systems. Because the vault was encrypted with your password (which we never had), there's nothing readable left behind. We also remove your data from our encrypted backups within 30 days of deletion.
Still need help?
If you've worked through this article and still aren't sure what to do, our team is here to help.
Email supportOr copy and paste: support@ivorysafe.com