⚠️ So Canny has made it literally impossible for customers to cancel their subscription To downgrade or cancel your subscription, they force you to contact their support: "We'd love to know why your current plan isn't working for you. Please contact support to downgrade." But their support is an... AI bot that won't let you cancel your subscription! Nice catch-22, and 100% illegal in the US and EU: This tactic is usually used by companies who are losing MRR and try to force customers to stay. It's horrible and illegal but it works: the harder you make it to cancel, the lower % your churn goes, but of course all for the wrong reasons: Recently the FTC has implemented the “Click-to-Cancel” rule, mandating that businesses make canceling subscriptions as straightforward as signing up. This rule prohibits companies from requiring consumers to contact support to cancel and applies to most subscription services I hate doing business with these kinds of companies So I'm switching all my bug boards to Featurebase, they've been super responsive and don't use shady tactics like thisshow more

This wasn't the only issue I had with Canny The problems I had with Canny are endless: - On a bug report or post, you can comment, but you can't change the status of it to for example "under review" or "planned" - For that you have to go into the [ Admin view ], but in that view you can't comment to the user anymore, you have to press a toggle every time - The entire UI and UX is just illogical, and everything you try to do with Canny makes you pull your hair out in subtle ways - Not often have I dealt with a company less responsive to feedback than Canny, which is ironic for a company that literally builds feedback boards! - I've sent endless DMs with suggestions and they're all received lukewarm or barely responded too - I tried connecting the ideasandbugs(dot)com domain to Canny, endless DNS errors, turns out they don't support it in the first place, why? Who knows So I'm switching to And I am seeing more and more companies switch from Canny to Featurebase, probably for the same reason: One in particular is Civitai, the AI model directory, who use it at And now all my sites too at Featurebase has amazing UI/UX and design, super responsive staff (replies within minutes), just 10/10

@cannyHQ Why do so many cool products that scale end up in the enshitification phase?👀 PSA for startups. If you build stuff online, focus on your clients & their best interests before your pockets. Else you’ll decay. And if you don’t & end up hurting people, I’ll make sure you do ☺️🖤

@cannyHQ I think Canny is suffering from internal issues where they're not improving the product for some reason Meanwhile better competitors are showing up So with allegedly shrinking revenue they're trying to stop that by forcing customers to stay But that's an idiotic strategy

@cannyHQ growth team: remove cancel button, force user to give feedback via contact, so we can understand and grow users: where's the cancel button? public: im never using @cannyHQ me: same (never mess with the cancel button)

@cannyHQ Such a dumb way to make money. Every customer of mine gets a direct cancel link in their sign up email. So lame to use these shadow patterns to reduce churn.

@cannyHQ Yep same, click Billing link, go into the Stripe Portal and click Cancel and it's done

@cannyHQ Sorry for the negative experience. We're gonna fix this asap Tbh this was how we built cancellation in 2017. In the early days it was nice to be able to talk to customers to understand what wasn't working. But you're right – we're well beyond the point where this is reasonable.

You're misrepresenting the current situation with an old and completely irrelevant screenshot from 2017 where your cancel flow does have a [ Cancel Subscription ] button that directly cancels it! Left is your screenshot from 2017 (!) But right is your current cancel flow, where it's simply impossible to cancel most of the time: To downgrade or cancel your subscription, you're forced to contact support: "We'd love to know why your current plan isn't working for you. Please contact support to downgrade." But your support is an AI bot that won't let you cancel your subscription It's great you respect balanced working hours (40 hour work week for ex) by outsourcing customer support to AI but a week is 7 days * 24 hours = 168 hours That means 40/168=23% So only 23% of the time your staff is available to cancel at any moment in time That means 77% of time it's impossible to cancel Canny

@cannyHQ Enough cc chargebacks will get them in trouble with their payment processor I’m sure

@cannyHQ Great to have you on board! 🚀 Never understood why companies do stuff like this