Canary was reported to the Deceptive Design Tip Line over the difficulty of cancelling its premium service. According to the report, the cancellation path runs through a long sequence of pages, beginning with a “Manage” option that leads to a pricing page bearing only a small “Cancel Premium Service” text link. Successive pages then detail the features being lost, ask why the user is cancelling, offer help-centre links with a plain-text “Continue to cancel” link, and finally present a telephone number that must be called to complete the cancellation.
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Canary: Difficult to cancel premium service
“To reproduce this you will have to have a premium subscription. * Scroll to the bottom to “Manage” premium service. * That takes you to a pricing page and in a small text link “Cancel Premium Service” * Clicking on that will take you to your first confirmation page detailing the feature you are going to lose. Click remove this feature. * Takes you to another page that asks why you’re canceling. Click on the reason such as “Premium is too expensive” * Takes you to yet another page that says “Maybe we can help” with a link to their help center and another plain text link “Continue to cancel” * The final page tells you to call a telephone number to cancel premium service.”