ENCODED keeps the cancel and adjustment paths simple. Cancelling and plan changes are self-serve from the My account page in the app. This article walks through the most common situations.
If you're already a member: you keep your current pricing and plan for as long as you wish. We will never change your pricing or force you to change plans.
1. Cancelling your membership
You can cancel anytime before your next billing date. Cancellation stops future charges. Your membership remains active through the end of the current billing cycle.
To cancel:
Sign in at app.encoded.ai
Open My account in the sidebar
In the Membership section, click Cancel membership
Follow the short flow that opens and confirm
Once it's done, your Membership card shows a Canceling tag with your end date. Access continues until the end of the cycle you already paid for: the end of the year on an annual plan, or the end of the month on a monthly plan.
What cancellation does not do:
Refund the cycle you've already paid for (see Refunds below)
Delete your data. If you rejoin later, your previous Neuroperformance Profiles and blueprint history are preserved.
Subscribed through the iOS app? If your membership is billed through the App Store, manage or cancel it from your iPhone: open Settings, tap your name, then tap Subscriptions.
2. Changing your plan: upgrades and downgrades
Plan changes between Digital and Core are self-serve. Open My account and click Change membership in the Membership section. You don't need to email us. That covers:
Core to Digital (dropping the physical journal)
Digital to Core (adding the physical journal)
Monthly to annual, or annual to monthly
When changes take effect: upgrades apply immediately, with the charge prorated and credit for the unused part of your current period carried over. Downgrades apply at your next renewal, so you keep the tier you've paid for until then, and you can cancel a scheduled downgrade any time before the renewal.
About the Digital tier
The Digital tier is $79/month or $629/year ($52/mo) and includes everything except the physical Anchor Journal. You use your own notebook and access the full ENCODED system through the web and iOS apps.
Digital is the right move if:
You live in a country where journal shipping isn't available (you can check your country's status at checkout or in My account)
You're in a country that supports shipping but prefer to use your own notebook
The training works the same way: the physical journal is simply replaced with a notebook of your choice.
3. Refunds
ENCODED doesn't offer refunds. Memberships and the $200 Activation fee are non-refundable, and we don't issue prorated or partial refunds on a cycle already begun. Cancelling stops future charges rather than returning past ones. The one exception comes from the product itself: when you re-subscribe on the web after a membership ends, the re-subscribe screen shows a 30-day satisfaction guarantee, which applies as described there.
If you think something has gone wrong with a charge, such as a duplicate payment, a discount that didn't apply, or a payment you didn't recognize, that's a billing issue rather than a refund request, and we do want to hear about it. Email [email protected] with the email on your account, the charge date and amount, and a short note on what happened. See Does ENCODED Offer Refunds? for the full policy.
4. Manage billing: payment method, invoices, and billing email
The Manage billing button on your Membership card opens a secure Stripe billing portal in a new tab. Use it to:
Update your card or payment method
View your invoice and payment history
Change your billing email
The portal only handles billing details. Cancelling and plan changes don't happen inside it: those live on the My account page itself, via Cancel membership and Change membership.
5. If a window doesn't open
The cancel flow opens in a window on the page, and the billing portal opens in a new tab. In rare cases, most often on mobile browsers or with a pop-up or content blocker active, clicking appears to do nothing.
If that happens, try this:
Refresh the page and click again
Open app.encoded.ai in a desktop browser and sign in
Check that pop-ups are allowed for app.encoded.ai
If you use an ad or content blocker, allow app.encoded.ai and retry
If it still doesn't open, email [email protected] with your account email, what you were trying to do, and a quick description of your device and browser, and we'll make the change for you directly.
6. Pausing your membership
On a monthly plan you can pause for 1, 2 or 3 months yourself. Open My account, click Cancel membership, and choose the pause option when the flow offers it. You pick how long.
Here's what a pause looks like:
Nothing changes until the end of the period you've already paid for. Your Membership card shows Pause scheduled with your dates, and you can cancel the pause from there before it starts.
While paused, you aren't charged and journal shipments stop. Your reports stay available. Training, the Coach and new Neuroperformance Assessments are on hold, and your training cycle pauses too, so your next assessment moves by the same amount of time.
Your membership restarts automatically on your regular billing date once the pause ends, on the card already on file.
Want to come back early? Click Resume membership on your account page or on the banner above your reports. Training comes back right away. Before your pause starts, cancelling it is free. Once it has started, resuming early charges the remaining days of your current billing period at your plan's rate (the exact amount is shown before you confirm, and it goes on the card on file), and your next payment stays on your regular billing date.
On an annual plan, email [email protected] and tell us how long you'd like to step away. We'll set it up and confirm your dates back to you. The pause starts the day we set it up, your renewal date moves back by the length of the pause, and you can resume early from your account page.
In the iOS app, a paused membership shows a paused screen. To resume early, open My account on the web.
If you cancel instead of pausing, your access runs to the end of the period you've paid for and you can resume before then; once a membership has fully ended, you can re-subscribe on the web from My account.
If you just started with Activation
After your first month with ENCODED Activation, your membership continues automatically on Digital at $79/month. If you don't want it to, cancel from My account before your renewal date. It won't lapse on its own.
To stop the renewal: open My account on the web and click Cancel membership any time before your renewal date. You keep full access through the end of the month you've paid for, and nothing further is charged.
To continue on a different plan: open My account and click Change membership whenever you like, for Core instead of Digital, or annual instead of monthly.
If you want journals to keep arriving after your Activation 3-pack, switch to Core. Digital doesn't include Anchor Journal shipments. On Core you receive one a month on a monthly plan, or 3 at a time every 3 months on an annual plan.
The $200 Activation fee isn't refundable, but cancelling stops anything further. If something's gone wrong, email [email protected]. We'd rather hear from you than have you sit with it.
Summary
Cancel: My account > Membership > Cancel membership. Upgrade or downgrade: My account > Change membership. Plan changes between Digital and Core are self-serve, including switching between monthly and annual. Update payment method, invoices, or billing email: My account > Manage billing. Pause: on a monthly plan, pause for 1, 2 or 3 months from My account > Cancel membership and choose the pause option; on an annual plan, email [email protected]. Resume early any time from your account page. A window doesn't open: allow pop-ups or try a desktop browser, then email support if it persists. Refunds: not offered. Cancelling stops future charges (the web re-subscribe screen's 30-day satisfaction guarantee is the exception, as described there). Just started with Activation: after your first month your membership continues on Digital at $79/month unless you cancel from My account before your renewal date.
For anything not covered here, email [email protected] and we'll respond within one to two business days.