How to Cancel HeyGen (2026): Ask for the Refund Before You Spend the Credits

Direct answer

To cancel HeyGen, click your name in the bottom-left corner, open Settings, choose Plan & Billing, click the dropdown arrow next to Upgrade, select Cancel Plan, then click “Continue Cancelling” twice. Two things to do first. If you are inside HeyGen's 15-day refund window and want your money back, request the refund before generating anything else — HeyGen states a refund “may not be granted if a significant amount of credits has already been created.” And check whether you actually cancelled rather than paused: Pause Plan sits in the same dropdown, and HeyGen's own FAQ blames it for people still being charged. Verified on HeyGen's help center, Jul 25, 2026.

Last verified

Jul 25, 2026

How we know

Desk-verified against primary sources

Sources

3 linked

Evidence used

• The cancel path, the pause option and the end-of-cycle access rule were read verbatim on HeyGen's “How to Cancel or Pause your HeyGen Subscription” help article on Jul 25, 2026.
• The refund conditions and the 15-day / 14-day windows come from HeyGen's “Refund Process and Policy” help article, read the same day.
• What happens to unused credits after a plan ends is not documented on either page — we say so rather than guessing; see the gap noted in the body.
• This is a third-party explainer; HeyGen's own help center is the authority and can change.

How we checked this

• We quote HeyGen's own help-center wording and link the source articles, so every load-bearing sentence is checkable against the vendor.
• Where HeyGen's pages are silent — notably on credit expiry after cancellation — we mark it as unknown instead of filling the gap with a plausible answer.
• We earn an affiliate commission on some tools, which is why we lead with the refund trap rather than treating cancellation as an afterthought.

Ask for the refund before you spend the credits

HeyGen's refund policy names credit generation as a reason to decline: refunds are reviewed case-by-case and “may not be granted if a significant amount of credits has already been created, as this consumes platform resources.” The window is 15 days. So the usual advice — use up what you paid for, then cancel — is exactly the sequence that costs you the refund.

This is the whole reason this page exists. Search how to cancel a credit-based AI tool and the near-universal tip is to burn the remaining balance first, because credits rarely survive the subscription. On HeyGen that tip collides with the refund policy in a way nobody flags: the credits you generate are the evidence HeyGen cites for declining.

So the decision has to be made in the right order, and quickly. If you are inside the window and you genuinely want the money back, stop generating and open a refund request now. If you are outside the window, or you have already produced a month of avatar footage, the refund is realistically gone — and at that point using the remaining credits before the cycle ends is the right move, because cancelling leaves your access running to the end of the period anyway.

Two more things the policy says plainly, both worth knowing before you write the request. Payments are “generally non-refundable, except in specific cases where required by law” — case-by-case review is a discretion, not an entitlement. And dormancy is not a qualifying reason: “Even if you haven't used your Heygen subscription for a few months, we typically cannot issue a full reimbursement for all those months.”

Pause and Cancel sit in the same dropdown

HeyGen offers Pause Plan “to temporarily pause your payments” from the same menu as Cancel Plan. Its own FAQ attributes continued charges to the confusion: if you are still being billed after what you thought was a cancellation, the likely explanation is that you paused. Check Plan & Billing before disputing the charge.

It is unusual for a vendor to name its own interface as the cause of a billing complaint, and HeyGen effectively does: asked why users are still charged after cancelling, the help center answers that “It is likely that you paused your account instead of canceling it.” Two adjacent items in one dropdown, one of which stops payments temporarily and one permanently, is a reliable way to produce that outcome.

The practical check takes ten seconds. Reopen Settings → Plan & Billing and read the plan state. A paused plan reads as paused, not cancelled, and will resume billing on its own schedule.

HeyGen's help pages do not state how long a plan can stay paused, whether pausing costs anything, or which tiers can use it. We looked for those specifics and did not find them documented, so we are not going to invent them — if you need a firm answer, ask support before relying on pause as a cost-control strategy.

How to cancel HeyGen, step by step

On desktop: click your name in the bottom-left corner of the home screen, open Settings, find Plan & Billing in the left-side menu, click the dropdown arrow next to the Upgrade button, select Cancel Plan, and then click “Continue Cancelling” twice to complete it.

The double confirmation is the part people miss. HeyGen's instructions are explicit that you “click on 'Continue Cancelling' twice to complete cancelation” — stopping after the first click leaves the subscription active, which is a second way to end up still being charged.

Cancelling does not cut you off immediately. HeyGen states: “Once you cancel your plan, the subscription will only cancel at the end of the current billing cycle, so you can still create videos until the end of your subscription!” That is the window in which spending leftover credits is sensible — assuming you have already decided the refund is not in play.

Mobile is a different path. Subscriptions bought through Apple or Google are managed by those platforms, with a 14-day refund window on Apple and 15 on Google Play, so cancelling in the HeyGen app is not the same action as cancelling an App Store subscription.

• Settings → Plan & Billing → dropdown next to Upgrade → Cancel Plan.
• Click “Continue Cancelling” twice — once is not enough.
• Access and video creation continue to the end of the paid cycle.
• Bought on iOS or Android? Cancel through Apple or Google, not in-app.

What happens to your credits and videos — and what HeyGen doesn't say

HeyGen documents that unused credits roll over while you are subscribed: monthly plans carry them forward one billing cycle, annual plans accumulate until renewal. What it does not document anywhere we could find is whether unused credits survive the end of a cancelled plan. Treat that as unknown, and download what you need before the cycle ends.

We went looking for this specifically, because it is the question that determines whether burning credits before cancelling is even worthwhile. HeyGen's cancel article does not mention credit expiry. Its refund article does not. Its legacy-plans article does not. Third-party summaries assert the credits are lost, but an assertion without a vendor page behind it is not something we will publish as fact.

So the safe operating assumption is the pessimistic one: treat anything unused at the end of the cycle as gone, and plan the last few days accordingly. If a definitive answer matters to your budget, ask support in writing before you cancel — and note that this is a different question from rollover, which HeyGen does document for active subscriptions.

On the videos themselves, HeyGen's cancellation pages are also silent, and it is worth knowing that this is not a safe thing to assume across vendors: [Synthesia states plainly that you lose access to every video in your account](/blog/synthesia-cancel-subscription) once the billing period ends. Whether HeyGen behaves the same way is undocumented. Download your finished exports before the cycle closes — it costs nothing and removes the question entirely.

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