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Cancellation Crazy Egg: Easy Method
What is Crazy Egg
A website analytics tool with annual billing
Crazy Egg is a subscription SaaS platform for website behavior analytics. It focuses on heatmaps, scrollmaps, recordings, and testing tools that help site owners see where visitors click and how pages perform. The company website presents it as an optimization service for businesses that want more conversions and better UX.
For users in the Philippines, the usual friction starts at billing, not features. Crazy Egg says paid subscriptions auto-renew, and its published pricing page shows plans in monthly amounts but states that all plans are billed annually, which can catch people off guard if they only notice the monthly figure on the page. That detail matters if you joined a free trial and forgot to cancel before renewal.
The features people actually pay for
The paid plans center on tracked pageviews, heatmap reports, session recordings, and storage duration for recordings. The Starter plan includes 5,000 tracked pageviews, 5 heatmap reports, and 50 recordings per month, while higher tiers increase limits sharply up to 1,000,000 pageviews and 10,000 recordings for Enterprise (crazyegg.com).
If you only need simple behavior analytics, Microsoft Clarity may already cover the basics at no cost. If you need surveys and a broader UX stack, Hotjar and Lucky Orange are the common alternatives people compare against when they decide Crazy Egg is too expensive or too rigid on billing.
How Crazy Egg works in the Philippines
Crazy Egg does not publish local Philippine language support in the verified material, and the support channel listed is email at [email protected] with 24/7 support coverage. No phone support is listed, and no live chat support is listed in the verified support details, which helps explain why some users say the cancellation experience feels less clear than it should be.
Local pricing is not officially presented as a Philippine checkout flow, but for this guide the available plan prices are shown in pesos based on the research data: Starter at ₱1,500, Plus at ₱5,000, Pro at ₱12,500, and Enterprise at ₱30,000 per month equivalent, with annual billing applied. The truth is, if you signed up quickly during a trial, you may remember the monthly number and miss the annual charge structure.
How to cancel Crazy Egg without getting charged again
Checks to do before you click delete
Many users get frustrated because they think cancellation only stops future use, then later discover it can also affect access to stored data. Before cancelling, log in and note your billing status under Account > Your Profile, save screenshots of your current plan, and export any analytics or recordings you still need. Crazy Egg’s terms say you lose access to data at the end of the current prepaid period, and during a free trial you lose access immediately after cancellation (crazyegg.com).
Take note of your next billing date before doing anything else. Complaints from users often mention accidental charges after a trial period, so your safest move is to capture the plan page, your renewal date, and any current invoice before you proceed. That gives you evidence if you later need a refund request or a chargeback through your bank, GCash, or Maya.
Exact web cancellation path inside your account
The verified self-service path is very specific. Log in to your Crazy Egg account, go to Account, then Your Profile, scroll to the bottom, click Delete account, type DELETE in all caps, and then click Delete Crazy Egg account (support.crazyegg.com).
This is the clearest official route in the verified support material, but heads up: the button is framed as deleting the account, not just pausing billing. If you are still in a prepaid annual term, Crazy Egg’s terms say you keep access until the prepaid period ends, while trial users lose access immediately after cancellation. For the official help article, use Crazy Egg cancellation help.
Email support and postal option if the account route fails
If the web path does not work, email [email protected] and include your account email, invoice amount, billing date, and screenshots showing the cancellation error. Support is listed as 24/7, there is no published phone number, and no live chat is listed in the verified support data, so email is your practical backup channel.
You can also send a written cancellation notice by registered mail to the company’s cancellation address. Some people in the Philippines prefer this when they want stronger proof of notice, especially for annual plans. A modern option some users consider is a certified digital letter service such as Postclic, which can create timestamped proof of sending and receipt without lining up at the post office.
Postal notice details and what to write
If you use postal mail, keep the message short and factual. Include your full name, account email, request to cancel auto-renewal and close the account, the date, and your latest invoice number if available. Ask for written confirmation by email.
Send your letter to this address:
- 3013 Seabrook Court, Redwood City, CA 94065, USA
Mail is not the fastest route for a digital SaaS service, but it can help if you later need to prove that you tried to stop renewal before the next billing date. Send it several business days early, not on the last day.
Once you cancel, what changes in your account
Access usually continues until the prepaid term ends
Crazy Egg says cancellation stops auto-renewal, but paid access normally continues until the end of your current prepaid period (crazyegg.com). That means if your annual term runs until a specific renewal date, you should still be able to use paid features until that date, then access ends.
If you cancelled during a 30-day free trial, the result is harsher. The terms say trial users lose access immediately upon cancellation, along with any data or information stored in the account. So if you are only trying to avoid renewal, export what you need before pressing the final delete button.
If you do nothing, auto-renewal stays active
The key clause is simple: all paid subscriptions are auto-renewed to ensure uninterrupted access to paid features, and you can cancel the auto-renewal at any time (crazyegg.com). For users in the Philippines, the real risk is forgetting that the advertised monthly pricing is paired with annual billing, then getting hit with a much larger charge than expected.
This is also why screenshots matter. If a charge appears after you believe you cancelled, your proof should include the cancellation screen, the confirmation email if one arrived, and your bank or card statement showing the posting date.
Your data may disappear after the term ends
Crazy Egg’s terms are direct on data retention after cancellation. Upon expiration of the current prepaid period, you lose all access to the analysis service and any data or information stored in your account. There is no verified promise of long-term archival access after the subscription ends.
So before cancelling, download reports, save recordings you need for client work, and keep invoice copies for accounting. If your team uses Crazy Egg for client websites, tell everyone about the shutdown date so nobody expects access after the prepaid term expires.
Crazy Egg refund rules and the real chance of getting money back
The written refund policy is strict
Crazy Egg’s support page says no refunds or credits are provided for partially used months, upgrades or downgrades, or unused months with an open account (support.crazyegg.com). In plain terms, pro-rated refunds are not part of the normal policy, and that is the part many disappointed users discover only after a charge has already posted.
No cancellation fee or early termination fee was found in the terms, which is good news. Still, the lack of a cancellation fee does not mean a refund is likely. If you prepaid for a year and cancel midway, the verified policy points to continued access until the term ends, not a partial refund.
Your rights in the Philippines if the charge feels unfair
In the Philippines, online subscription complaints can fall under the Consumer Act of the Philippines, Republic Act No. 7394, with the Department of Trade and Industry handling consumer complaints. There is no universal statutory cooling-off period for ordinary online subscriptions like this one, so Crazy Egg’s own billing terms matter a lot more than many users expect.
For unauthorized or continued charges, you can dispute the transaction with your bank, credit card issuer, GCash, or Maya. BSP-related dispute practice commonly gives cardholders up to 60 days from the statement date to raise a charge issue, so do not sit on it if a renewal appears after cancellation.
How to ask for a refund anyway
Even with a strict written policy, one positive review in the dataset says support refunded a full-year charge after the user explained that they forgot to cancel a free trial. That is not a guaranteed outcome, but it shows exceptions can happen when the facts are clear and the request is polite.
- Email [email protected] with the subject line focused on refund and renewal date.
- State the charged amount, invoice date, and when you cancelled or tried to cancel.
- Attach screenshots of your account page, cancellation attempt, and payment statement.
- Ask for a one-time courtesy refund if the charge came right after a trial or right after your cancellation attempt.
Chargeback and payment dispute as a last resort
If support denies the request and you believe the charge was unauthorized or continued after cancellation, contact your payment provider quickly. For credit cards and many debit cards, ask for a chargeback. For GCash or Maya, open a formal dispute and submit your screenshots, invoices, and cancellation proof.
If the issue remains unresolved, you can also file a complaint with DTI under RA 7394. Use chargeback carefully and truthfully, because banks will ask for dates, merchant name, and evidence that you tried to resolve it first.
Crazy Egg terms that matter before you subscribe or cancel
Auto-renewal and trial conversion are the two clauses to watch
Crazy Egg states that all paid subscriptions are auto-renewed for uninterrupted access to paid features, and you can cancel auto-renewal at any time, effectively cancelling the subscription (crazyegg.com). That means the default is renewal, not expiry, unless you turn it off yourself.
The terms also say Crazy Egg may offer a one-time free trial for 30 days without prepayment in advance. If you are in a trial, the specific trial details appear inside the account area under Account > Your Profile, so that page is where you should verify the deadline before the trial flips into a paid term.
Commitment length and data loss after cancellation
No minimum commitment duration is specifically stated in the verified terms data, but subscriptions are billed annually. In practice, this means the commercial commitment feels annual even if the pricing page displays monthly-equivalent numbers such as ₱1,500 or ₱5,000 per month.
The data clause is the one many teams underestimate. Once the prepaid period expires, you lose access to the service and data stored in the account. If you cancel during the free trial, that loss is immediate, so export work files before taking any final action.
Crazy Egg plans and pricing in pesos
Current published plans
| Plan | Price (PHP) | Billing period | Main features |
|---|---|---|---|
| Starter | ₱1,500 | Monthly equivalent | 5,000 views, 5 heatmaps |
| Plus | ₱5,000 | Monthly equivalent | 150,000 views, 75 heatmaps |
| Pro | ₱12,500 | Monthly equivalent | 500,000 views, 100 heatmaps |
| Enterprise | ₱30,000 | Monthly equivalent | 1,000,000 views, 200 heatmaps |
The pricing page note says all plans are billed annually and there are no overages, ever (crazyegg.com). So those peso figures work best as monthly equivalents for comparison, not as proof that you will be charged month by month.
Which plan is cheapest and which one is easiest to overbuy
Starter at ₱1,500 is the least expensive published plan, while Enterprise at ₱30,000 is the highest. For many small Philippine businesses, the risk is not choosing a plan that is too weak but choosing one with annual billing that exceeds actual traffic needs after the trial excitement wears off.
If your site gets modest traffic and you mainly want heatmaps and some recordings, Starter or a free alternative like Microsoft Clarity may already be enough. If your team needs heavy traffic tracking and long recording storage, the higher tiers make sense, but only if those limits match your real usage.
Billing note that causes the most confusion
The pricing page displays monthly figures, yet the note says all plans are billed annually. That mismatch is where many complaints begin, especially after free trials. Before subscribing, calculate the full annual hit to your card or wallet, not just the monthly-equivalent line on the page.
No overage fees are listed in the pricing notes, and no cancellation fee was found in the terms. The tradeoff is simple: no overage surprise, but also no normal pro-rated refund if you leave early.
Your rights in the Philippines when cancelling a SaaS subscription
What Philippine consumer law can help with
For Crazy Egg users in the Philippines, the main law to know is the Consumer Act of the Philippines, Republic Act No. 7394. DTI handles consumer complaints involving online subscriptions and unfair or misleading commercial practices, which matters if you believe billing terms were not presented clearly enough before a renewal charge.
There is no universal cooling-off right for ordinary online subscriptions like Crazy Egg in the same way people sometimes expect from retail returns. A 7-working-day cooling-off period is more closely associated with door-to-door or direct sales, not standard online SaaS signups, so your strongest protection usually comes from proof of misleading presentation or an unauthorized charge.
How the law interacts with Crazy Egg’s own terms
Crazy Egg’s terms say paid subscriptions auto-renew and trial users may be converted after a 30-day trial if they do not cancel in time (crazyegg.com). Philippine law does not automatically erase those terms, but RA 7394 can still help if the presentation was deceptive or if a charge continued after you already cancelled.
That is why screenshots are everything. If the pricing looked monthly but the actual charge was annual, your complaint should show the billing page, the invoice amount, and the text saying all plans are billed annually. DTI will want concrete evidence, not just a general claim that the process felt confusing.
How to file a complaint
- Gather your account email, invoices, screenshots, cancellation confirmation, and card or wallet statement.
- Write a short timeline with dates of signup, trial end, cancellation, and charge.
- Complain to the merchant first by email at [email protected].
- If unresolved, escalate the matter to DTI and submit the same evidence set.
If the issue is a card or wallet dispute, file with your bank, GCash, Maya, or card issuer as early as possible. The practical deadline many users rely on is within 60 days from the statement date for charge disputes.
Useful Philippine contacts
For consumer complaints, DTI is the agency to contact. For payment disputes involving banks or card issuers, BSP is relevant. Use the official websites below in the useful links section so you can file with the right office and avoid wasting time.
This matters for Crazy Egg because the merchant is overseas, while your payment instrument and consumer protection channels are local. In real life, Philippine users often get faster traction from their bank or wallet provider than from a long back-and-forth email chain with a foreign SaaS support desk.
What customers say about cancelling and support
Clear verdict from the available reviews
Based on 5 unique reviews in the research set, the sentiment trend is 1 positive and 4 negative. The overall picture is that cancellation and billing are often seen as difficult, especially around free trials converting into annual charges and frustration with support responses.
That lines up with the local issues noted in the research: users report confusion navigating cancellation and some say they were charged after the trial period ended. Another local pain point is the lack of local language support, which can make already stressful billing issues feel even harder to fix.
Recurring themes
| Theme | Frequency | Typical example |
|---|---|---|
| Charge after trial | High | Annual fee surprise |
| Strict refunds | High | No prorated refund |
| Support quality | Medium | Slow or rude replies |
| Helpful exception | Low | Courtesy refund granted |
Sources summary
| Source | Rating | Number of reviews |
|---|---|---|
| TrustPilot | Mixed, mostly negative | 5 |
Individual experiences worth reading
- "I was truly amazed by how responsive and professional CrazyEgg's customer service is. I subscribed for free trial and eventually forgot about it, so at the end of trial period I was charged for full year, according to agreement. I was a bit disappointed and cancel my subscription right away. Couple of days after I got contacted by support and after explaining my situation I got refunded, even that they don't do that according by their terms." (TrustPilot)
- "Terrible customer service. Also, if you don't know enough about programming or coding don't worry about this. It will tell you your website has errors, but if you have no technical knowledge, there's no point. Try asking them questions through customer service? Prepare to be dismissed! You are on a year-long subscription, you can't get a refund on." (TrustPilot)
- "It's a horrible tool that uses fraudulent behavior to charge an annual subscription! I tested this tool, didn't really use it at all and now I was charged over 1100$ [aprox. ₱61,600] for an annual subscription I never wanted or opted in for." (TrustPilot)
- "They let you subscribe for a monthly payment but by default they charge you the annual fee!!" (TrustPilot)
- "The worst support, not only does the agent lack the knowledge to provide support but they were also rude and disrespectful." (TrustPilot)
Your documentation checklist before and after cancellation
What to save before cancelling
Before you delete the account, save a screenshot of Account > Your Profile, including your plan name, renewal timing, and any visible billing information. Also export reports, recordings, and client-facing data because Crazy Egg says access to stored data ends when the prepaid period expires, or immediately if you cancel during the free trial (crazyegg.com).
If you used Crazy Egg for work, save your latest invoice and any receipts for accounting. This is especially useful in the Philippines if your finance team later needs proof of a cancelled foreign software subscription charged to a company card.
What you need for a refund request or dispute
- Account email address
- Invoice number
- Charge amount and date
- Screenshot of cancellation page
- Bank, card, GCash, or Maya statement
These five items are usually enough to start a support request or a charge dispute. Without them, you end up wasting days reconstructing dates and amounts while the dispute clock keeps running.
What to keep after cancellation
After cancelling, save the confirmation email if one arrives and take one more screenshot of the account state. Put a reminder on your calendar for the expected end of access and another reminder a few days after the next billing date so you can confirm no further charge was posted.
If nothing arrives by email, do not assume the cancellation worked. Check the account page again the same day and keep your screenshots in one folder with the date in the filename.
The most common cancellation mistakes with Crazy Egg
Deleting too late in the trial
A very common mistake is waiting until the last day of the 30-day trial, then assuming support will sort it out if timing gets tight. If the annual charge posts before your request is processed, the written policy is not on your side. Cancel at least a few days early if you are sure you do not want to continue.
A real-world scenario from the reviews is the user who forgot the trial deadline and was charged for a full year. One user got a courtesy refund, but several others did not, so do not plan your finances around an exception.
Expecting a prorated refund after annual billing
Another mistake is assuming SaaS works like a utility bill where unused days are refunded automatically. Crazy Egg’s published rule says no refunds or credits for partially used months or unused months with an open account (support.crazyegg.com).
If you cancel halfway through an annual term, think of it as stopping the next renewal, not reversing the current term. You may keep access until the prepaid period ends, but that does not mean cash comes back to your card.
Not saving proof of cancellation
If a continued charge appears later, your strongest evidence is a screenshot showing the cancellation flow and date. Users who rely only on memory or browser history usually have a harder time with both merchant support and bank disputes.
A simple fix is to save three items on the same day: the final account screen, any email confirmation, and your billing page. That small habit can save hours of back-and-forth later.
Ignoring the annual-billing note on the pricing page
Some users read the published monthly figures and assume that is how the card will be charged. The pricing page note says all plans are billed annually, so you should calculate the full annual outlay before subscribing (crazyegg.com).
If you are managing a small business budget in the Philippines, this mistake can be painful. A plan that looks manageable as a monthly equivalent may still land as a large one-time annual charge on your statement.
Quick comparison of cancellation methods
Method table
| Method | Notice period | Fee | Difficulty |
|---|---|---|---|
| Web/account | Before next billing | No cancellation fee | Easy |
| App Store (iOS) | Before next billing | No cancellation fee | Medium |
| Google Play (Android) | Before next billing | No cancellation fee | Medium |
| Registered mail | 5-10 business days | No cancellation fee | Higher, best proof |
Key takeaway
The direct account route is the fastest confirmed method because Crazy Egg itself publishes the exact click path inside the web account. Registered mail gives stronger proof if you expect a dispute, but it is slower and less practical for a digital tool.
The App Store and Google Play rows are included for comparison because many SaaS users expect store billing options, but the verified Crazy Egg materials in this dataset do not confirm a store-based subscription flow. If you subscribed directly on the website, use the website account path and support email.
After cancelling, here is what you should do next
Immediate checks in the first 24 hours
Right after cancellation, confirm whether auto-renewal is disabled or the account is marked for deletion. Save the screen, check your inbox for a support or confirmation message, and set a calendar reminder for your next expected billing date.
If you cancelled a trial, also verify whether access ended immediately, because that is what the terms say can happen during the free trial period. If you still need reports, export them before starting the cancellation flow, not after.
Watch your statement and dispute fast if needed
Monitor your card, bank, GCash, or Maya activity through the next billing cycle. If a charge appears after cancellation, contact the merchant first, then escalate through your payment provider. In the Philippines, cardholders commonly have up to 60 days from the statement date to dispute an unauthorized or continued charge.
DTI can handle the consumer complaint side under RA 7394, while BSP-related channels matter for payment disputes involving regulated financial institutions. Always attach screenshots of your cancellation confirmation, account page, and statement entry.
Alternatives if you still need heatmaps
Hotjar offers heatmaps, recordings, and surveys, with a free plan and paid plans starting at $39.00 (₱2,184). Lucky Orange includes real-time tracking, dynamic heatmaps, recordings, and chat, with paid plans starting at $32.00 (₱1,792). Microsoft Clarity is free and covers heatmaps plus recordings.
If your goal is to cut costs, Microsoft Clarity is the easiest next stop. If your goal is broader UX research, Hotjar may feel more complete. If live visitor tools matter, Lucky Orange is worth a look.
Useful links
- Crazy Egg official website
- Crazy Egg cancellation help
- Crazy Egg terms
- Crazy Egg pricing
- Department of Trade and Industry
- Bangko Sentral ng Pilipinas
Crazy Egg cancellation address and final contact details
Physical address for written cancellation
If you want to send a written notice, use this mailing address:
- 3013 Seabrook Court, Redwood City, CA 94065, USA
This is useful if you want dated proof beyond screenshots and email records. For most users, though, the online account path is still the faster route for stopping renewal.
Support contact details
Crazy Egg’s verified support email is [email protected], support hours are listed as 24/7, no phone number is available, and no live chat support is listed in the verified data. That means your cleanest support trail will usually be email plus screenshots.
If you contact support, write briefly and include the facts in one message: account email, charge amount, invoice date, cancellation date, and what resolution you want. That format tends to get better results than sending multiple short follow-ups with missing details.
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Written by Therese Perez
Regulatory watch · 3 years experience
Legal analyst tracking eIDAS, GDPR and electronic delivery regulations for 3 years to make sure every Postclic template is compliant and admissible in court.
FAQ
Before cancelling your Crazy Egg subscription, log in to your account and check your billing status under Account > Your Profile. Save screenshots of your current plan and export any necessary analytics or recordings, as access to data will end after the current prepaid period.
If the online cancellation method fails, you can email [email protected] with your account email, invoice amount, and billing date. Alternatively, you can send a registered postal cancellation notice to 3013 Seabrook Court, Redwood City, CA 94065, USA.
In your postal cancellation notice, include your full name, account email, a request to cancel auto-renewal, the date, and your latest invoice number if available. Make sure to ask for written confirmation by email.
If you cancel your Crazy Egg subscription while on a prepaid annual plan, you will retain access until the end of the current billing period. However, if you cancel during a free trial, access will be lost immediately.
If you do not cancel your Crazy Egg subscription before the renewal date, your subscription will auto-renew, and you will be charged for the next billing cycle according to the plan you selected.