How to Cancel HeyGen (And What to Use Instead)

The Short Version

Cancelling HeyGen takes about 2 minutes through your account settings. The harder part is figuring out what happens to your credits, your avatars, and whether you can get any money back. (Short answer: credits are gone, videos stay, refunds are unlikely.) If you’re leaving because the credit system burned you or the pricing stopped making sense, Synthesia is the best AI video generator alternative for B2B teams. I recommend it to clients. Here’s everything you need to know.

HeyGen’s credit system has confused a lot of people. And if you’re reading this, you’ve probably already done the math and realized it doesn’t add up for your team.

I review AI video tools and recommend them to B2B clients as a fractional CMO. HeyGen’s avatar technology is genuinely impressive. Avatar IV is the most realistic AI avatar engine available right now. But the billing structure underneath it has created real problems for a lot of users, and I’ve watched enough clients wrestle with it to know when it’s time to walk away.

This post covers the full cancellation process (desktop, mobile, app stores), what you’ll keep and lose, whether a refund is realistic, and the one alternative I actually recommend to B2B companies making the switch.

How Do You Cancel a HeyGen Subscription?

The cancellation itself takes a couple of minutes. Go to Settings, find Plan & Billing, click the dropdown arrow next to the Upgrade button, and select Cancel Plan.

Here’s the full process, step by step.

On desktop (where most business users manage their accounts)

1. Log into your HeyGen account at heygen.com
2. Click your name in the bottom-left corner
3. Click Settings
4. Find “Plan & Billing” in the left menu
5. Look for the small dropdown arrow next to the Upgrade button (it’s easy to miss)
6. Click Cancel Plan
7. Complete the two survey questions
8. Click “Continue Cancelling” twice

That last part is worth flagging. You have to click “Continue Cancelling” twice. HeyGen shows you a retention offer and a pause option between those clicks. If you’re actually trying to cancel, don’t stop at the first screen.

On the HeyGen mobile app

The steps are slightly different. Open Settings, navigate to Subscriptions, find the same dropdown arrow, and follow the same Cancel Plan flow. If you subscribed through the app but can’t find the cancel button, you may need to cancel through your app store instead.

If you signed up through Apple App Store

On your iPhone, go to Settings, tap your Apple ID, then Subscriptions. Find HeyGen in the list and tap Cancel Subscription.

If you signed up through Google Play

Open Google Play Store, tap your profile icon, go to Payments & Subscriptions, then Subscriptions, find HeyGen, and cancel from there.

One thing that trips people up. If you have both a regular HeyGen subscription and an API subscription, those are completely separate billing lines. Cancelling one doesn’t cancel the other. Check both.

What Happens After You Cancel HeyGen?

Your subscription stays active until the end of your current billing cycle. You can still create videos and use your remaining credits until that date.

After that, your account drops to the Free plan. Here’s what you keep and what you don’t.

What you keep. Your videos and projects aren’t deleted. They’ll still be in your account if you ever come back. Your custom avatar files aren’t deleted either, but you won’t be able to use them on the Free plan.

What you lose. All unused credits are forfeited when your billing cycle ends. They don’t carry over. On a monthly plan, credits only roll over for one additional billing cycle while you’re an active subscriber. The moment your subscription lapses, they’re gone.

If you were on one of HeyGen’s legacy unlimited plans (discontinued May 15, 2026), cancelling is permanent. You can’t switch back to the old plan once you cancel it. That’s worth understanding before you click the button.

The pause trap. HeyGen offers a “Pause Plan” option right next to the Cancel button. Pausing doesn’t cancel your subscription. It postpones your next charge by 30 days from your last billing date. It’s not an indefinite pause. Multiple users have reported accidentally selecting Pause when they meant to cancel, then getting billed again a month later. If you want out, select Cancel Plan. Not Pause.

So the short version: your content survives, your credits don’t, and you need to be deliberate about clicking Cancel instead of Pause. Not complicated, but easy to get wrong if you’re moving fast.

Can You Get a Refund from HeyGen?

Realistically, probably not. HeyGen’s refund policy states that payments are “generally non-refundable.”

There are exceptions. If you purchased directly through HeyGen or Google Play, refund requests may be reviewed within 15 days. Apple App Store purchases have a 14-day window. But these are case-by-case decisions, and HeyGen explicitly notes that requests will be denied if a “significant amount of credits” has already been used.

To request a refund, email support@heygen.com with your account email, the reason for the request, and any relevant documentation (screenshots, error messages, prior support conversations). For Apple purchases, you’ll need to go through Apple’s refund portal directly.

I’ll be honest. The BBB complaint history includes multiple users who submitted refund requests within the stated window and didn’t receive them. That doesn’t mean yours won’t be approved, but plan accordingly. Use your remaining credits before your billing cycle ends. Don’t count on getting money back.

Why Are So Many People Cancelling HeyGen?

HeyGen has a 4.8 out of 5 on G2. It also has a 2.3 out of 5 on Trustpilot. Both numbers are accurate. They’re measuring different things.

G2 reviewers tend to evaluate the product itself. Avatar quality, ease of use, translation accuracy. And HeyGen genuinely excels there. Avatar IV is the most lifelike avatar engine on the market.

Trustpilot and BBB reviewers tend to evaluate the billing and support experience. That’s where things fall apart. An independent analysis of 100 Trustpilot reviews found the same five complaints repeating every month.

The credit system confusion. HeyGen’s Creator plan says $29/month. Sounds reasonable. But Avatar IV (the realistic avatars everyone actually wants) costs 20 credits per minute. The Creator plan comes with 600 monthly credits. That’s 30 minutes of premium avatar video per month, and less if you re-render takes. A lot of users don’t discover this until they’ve already burned through half their credits on day one.

The “unlimited” switch. HeyGen used to offer unlimited plans. Those were discontinued in May 2026. Users on legacy unlimited plans who cancel can’t go back. Several BBB complaints reference this exact scenario: subscribers who signed up for unlimited access, had the terms changed, and felt trapped between a plan they didn’t agree to and cancellation with no refund.

Billing after cancellation. Multiple Trustpilot reviews and BBB complaints describe continued charges after cancellation. One BBB complaint documents 25 months of charges on a completely inactive account. This doesn’t appear to be universal, but it’s frequent enough to take seriously. Check your credit card statements after cancelling.

Support responsiveness. HeyGen responds to 95%+ of Trustpilot reviews publicly. That looks responsive. But several users report that private support tickets go unanswered or receive templated responses that don’t address the actual problem.

Who should still use HeyGen. If your team produces short-form avatar content, needs lip-sync across 175+ languages, and has budgeted for the Pro tier ($49+/month), the product itself is excellent. The avatar quality really is unmatched. The problems are operational, not technical. If you can stomach the credit math and don’t need responsive support, HeyGen still delivers.

What Should You Switch To After Cancelling HeyGen?

Synthesia is the alternative I recommend to B2B clients. Not because it’s perfect, but because it solves the specific problems that drive people away from HeyGen.

Predictable pricing. Synthesia charges by video minutes, not a confusing credit system. Starter is $29/month ($18/month on annual billing) for 10 video minutes. Creator is $89/month ($64 annual) for 30 minutes. You know exactly what you’re getting before you pay.

Better trust signals. Synthesia has a 4.0 out of 5 on Trustpilot. It holds SOC 2 Type II, GDPR, and ISO 27001 certifications. Roughly 85-90% of the Fortune 100 use it. For B2B teams that need to clear a security review or get sign-off from compliance, that matters.

Cleaner editing workflow. Synthesia’s editor works like a slide deck. If your team can use PowerPoint, they can use Synthesia. HeyGen’s interface is more flexible, but that flexibility creates a steeper learning curve for non-technical users.

I wrote a full Synthesia review and a Synthesia vs HeyGen comparison if you want the complete breakdown.

Bias disclosed. I have affiliate partnerships with both HeyGen and Synthesia. I recommend Synthesia here because it’s what I’d tell a client sitting across the table from me. If your primary use case is marketing video with realistic avatars and you’ve already budgeted for the credit system, HeyGen is the better product. For everyone else, especially B2B teams that need predictable costs and enterprise-grade support, Synthesia is the safer bet.

You can try Synthesia free with no credit card.

The Bottom Line

If HeyGen’s credit system burned you, you’re not alone. Cancel through your Settings, use your remaining credits before your billing cycle ends, and check your credit card statements for the next two months.

If you still need AI video for your business (and in 2026, you probably do), Synthesia is where I’d point you. The pricing is transparent, the support is better, and the product is mature enough for enterprise use. It won’t give you HeyGen’s avatar realism, but for B2B teams, the tradeoff is worth it.

And if you’re building a full content repurposing system and want to figure out how AI video fits into a broader content engine, that’s a bigger conversation. But getting off the credit treadmill is a good first step.

Holly Mack is a fractional CMO who helps B2B companies build marketing systems that actually drive pipeline. She recommends AI video tools to clients across SaaS, cybersecurity, manufacturing, and professional services, and has affiliate partnerships with both HeyGen and Synthesia. More about Holly.

Before You Cancel HeyGen

Does cancelling HeyGen delete my videos?

Can I downgrade my HeyGen plan instead of cancelling?

What’s the difference between pausing and cancelling HeyGen?

Will I be charged after I cancel HeyGen?

Is Synthesia cheaper than HeyGen?

Can I switch from HeyGen to Synthesia and keep my avatars?