I tried calling two of their "support" numbers and got an automated response saying I've called a "former support number" and to go to the site for help.....wtf.

Cancel doesn't work
their email form doesn't work
their phone line doesn't work

Ignotus, I see the same thing, it looks exactly like that.

I've tried chrome, IE and Edge. I've tried on my cell phone and android tablet, I've tried clearing my cache, and I've tried on a friends computer running windows 8 and a work computer running XP. If its the same on all those browsers/devices, I think its a site issue and not on our end.

I'm having the same issue the option to cancel membership is missing from the Manage Membership page. I've even tried to call them but all I get is a recording the number is no longer valid.

ZOS_JessicaFolsom wrote: »

We're looking into this, everyone. There should be a button there that isn't. Thanks for bringing it to our attention.

This is a novel form of customer retention.

If you urgently want to cancel your subscription, my immediate impression is that this page styling/script issue rather than the functionality being removed. Anyone vaguely comfortable with HTML should be able to access the functionality still. I haven't tested it to completion because I don't want to cancel my sub and am not sure at which point it stops being reversible.

These instructions are applicable to Google Chrome but will be relatively similar for other browsers.

If you right click on the page and select "Inspect Element" you can view the source code for the page. If you do this on the part that says "Account Status" you will see the HTML

<p class="key">Account Status</p>

Scroll down to the line that begins:

<form accept-charset="UTF-8" action="/account/billing/cancel-subscription" id="cancel-subscription" method="post">

And modify this to remove the "id" part so instead it reads:

<form accept-charset="UTF-8" action="/account/billing/cancel-subscription" method="post">

This should unhide the "Cancel Subscription" interface and allow you to interact with it.

EDIT: Alternatively, using the JavaScript console to say something like:

document.getElementById("cancel-subscription").style.display = "block"

will also do the trick.

This worked! I have successfully cancelled my account!

I am so glad that really smart and helpful people come to these support forums. Without people like you, people like me would be yelling, screaming and throwing stuff at our monitors while we wait for company support.

Thank you!

Now this looks dodgy as hell. Why would ZoS hide the cancel button on the website? It's not an error, it's deliberate - a fix could be made in less than 30 seconds for this, yet it's not.
Something like this is just flat-out illegal in most if not all EU countries (maybe it's legal in the USA?).

This is very fishy and unprofessional and outright wrong.