Kibitzer's picture

Folks, I've searched the TurnKey Linux site, looked at the doco, looked at the forums and generally Googled -- can't find an answer. I want to delete my TurnKey Linux account. How do I do that?

Kibitzer's picture

Thanks for the info folks.

In case anyone's wondering, you have to go into your AWS account and cancel the "application" -- in this case, for me, it was "TurnKey Backup and Migration" and "TurnKey Linux on EC2 - Pay-Per-Use Plan".

[Update 2019 - Note: The previous instructions here are outdated. Please do NOT cancel your AWS account until you have removed your AWS assets (e.g. servers and backups) from the Hub.

To cancel your Hub account completely, please browse to your Profile page, scroll right to the bottom, click the "Cancel your account" button and follow the prompts. To cancel your Hub account, you will need to destroy all Hub related AWS assets, downgrade your subscriptions to "free" plans. The final step is to cancel your AWS account. Note: unlinking your AWS account without deleting AWS assets or downgrading paid subscriptions will result in expenses.

To cancel billing but keep your Hub account (i.e. use the free plan(s)) for your Hub account, please browse to the Hub's Plans and Billing page and downgrade both accounts to free. That process may require you to destroy assets not supported in the free plans such as unsupported servers (i.e. larger than micro) and/or backups (more than one backup session). ]

No doubt I am extremely stupid for not knowing that, but a FAQ entry on the TurnKey Linux site would be nice -- just a little explanation to help me along.

Jeremy Davis's picture

And found it incredibly intuative. But maybe that's just me...? Also instructions have recently been posted in the (now quite lengthy) thread that appeared post the first AWS bill since the plans have changed. I'm not sure why neither the TKL site search nor Google found that detail...

For completeness I will include the instructions here (although it's obviously of no use to you - someone else may appreciate it if they are looking for the info):

  1. Log into your Hub account (there is a 'Turnkey Hub' link in the top right of every TKL page).
  2. Once logged in click 'EC2 Account' (in the middle, top right of page).
  3. Click 'Cancel' on the plan you wish to cancel.
  4. A pop-up appears explaining the steps with links to the relevant Amazon page(s).
  5. Follow the link to the AWS DevPay page (you'll need to log into your AWS account on the way).
  6. Click 'View/Cancel Application' and follow the steps.
  7. Done! :)

[Note: Out dated info, please see note in above post for updated info.]

Jeremy Davis's picture

I've never tried...

Jeremy Davis's picture

Cancelling the TurnKey Hub completely requires destroying all Hub controlled AWS assets. That includes all servers and all backups.

The recommended way to completely cancel your Hub account, is to browse to the Hub's Account profile page, scroll right to the bottom and click the "Cancel your account" button. Then follow the prompts. It will note what additional steps are required, such as destroying servers and backups. And finally, the optional step of destroying your AWS account.

Alternatively, if you just wish to stop TurnKey billing, but continue using the Hub, then you can browse to the Plans and Billing page and downgrade either/both plans to "Free" (AWS usage fees may still apply). Locate the desired plan and click the relevant "Downgrade" button. Note that this too may require you to destroy AWS assets which are unsupported by the free plan(s). I.e. Servers larger than "Micro" and/or more than one backup session.

Jonathan D. Lettvin's picture

I cancelled my AWS EC2 on the Amazon site (no problem).

Now I am trying to cancel my Turnkey account to prevent further charges.

It seems I ought to have done it in the other order.

How do I stop future Turnkey charges?

If it doesn't change everything, why waste your time doing the study?

Jeremy Davis's picture

[Update 2019 - Please see note in above comment and/or the up to date post above.]

If so then you have cancelled everything TurnKey as well. TKL Hub (including servers and TKLBAM) leverages AWS DevPay so TKL can only charge you via AWS. If you no longer have an AWS account at all then there is no way to charge you (TKL don't have your credit card details - AWS does).

Just to make 100% sure though, I suggest that you try going to this page:
You will need to log into Amazon - if you can't (i.e. you no longer have an Amazon account at all) then you are totally all good. If you see any TurnKey Linux products listed on that page then click the "View/Cancel Application" link below the entry. On the page that opens, scroll to the bottom and click "Cancel the use of TurnKey <product name>" link. Then on the confirmation page that will open, click the "Cancel this Application" button. Done!

Out of interest, it'd be great to get some feedback on why you cancelled your TurnKey account. TKL are always interested to know what could have been done better (or more) to keep you as a customer!? Whether TKL didn't meet your expectations or didn't solve your problem, etc...

ilianko's picture

I have been charged for nothing ... I tried to cancel my turnkey subscription but it was not possible... 
Jeremy Davis's picture

Hi ilianko.

I'm sorry to hear about your unexpected billing.

Whilst I get that you might have been a bit concerned about the unexpected billing when it appears that you perhaps thought that you had cancelled your Hub account, there is no need to spam all of our support channels at the same time. Obviously if you didn't get a timely response to your initial inquiry, following up in that fashion is not unreasonable. But I prioritise Hub support and always aim to respond to any support queries within one (local) work day. I note that this appears to be your first Hub support contact. Multiple separate support messages and a post on our forums seems excessive!

FYI, what I always do to avoid unexpected charges, is that anytime I cancel a paid subscription to a service, I always send a brief support request to confirm that my account is cancelled and that there will be no further billing. In my experience, it only takes a minute or 2 and means that I never get unexpected charges. Perhaps it's worth considering something similar yourself?

Anyway, as I noted in my response to your numerous messages via our support system, the reason why you were charged was because you did not cancel the paid plans. The free trial is "opt out" - to ensure that no paying user's data is at risk.

This means that you are still subscribed to "Cloud Bronze" and "Backup Standard".

From what I can gather, your AWS account was unlinked from the Hub before you downgraded to free plans first. When your Hub account is not linked to AWS, the default is to redirect you to (re)link your AWS account - but that does not change subscriptions. Assuming that you cancelled your AWS linkage within the Hub, it should have been made clear in a red warning message that unlinking AWS needs to be the last step - after destroying all your Hub based AWS assets and cancelling billing! You should have needed to click a button labelled "I understand" (or similar) before the AWS linkage was removed.

It seems clear that for whatever reason, it wasn't clear enough to you. I'm sorry for the misunderstanding, but I'm not really sure what more we can do?! Perhaps we need to not auto redirect to the "Link AWS page" if you've previously had an AWS account linked? I'll suggest that to my colleague, Alon (the Hub Daddy) and we may look at implementing that at some point in the future. I'm not sure when it will happen, but we plan to do another major round of Hub development soon. If you have any other ideas, I'm open to hearing them.

Regardless, you can still cancel the paid plans. Please explicitly browse to the "Hub's Plans and Billing page" (requires log in first - if you get redirected to the "Link AWS" page, you may need to click the link again or copy/paste it into your browser address bar). Then downgrade both plans to "free" (you may need to scroll down to see the Backup plans on a small screen device).

Once you've done that, please let me know and I'll happily refund the charges. FYI, we have a 90 day "no questions asked" refund policy - this clearly fits well within that.

Alternatively, with direct and explicit instruction from you (via the Hub's support system - so I can be sure that it was from you), I can cancel the billing in the Hub's (Stripe) billing backend. Please note though, that this will leave your Hub account still existing, but in broken state (until it is cleaned up in a batch cleanup of broken accounts at some point in the future).

Apologies again for our part in any misunderstanding or confusion. I hope that this helps clear things up. I look forward to hearing from you how you would like to progress.

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