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ShareFile Cancellation Help

ShareFile is Progress Software's secure document collaboration, file sharing, client portal, e-signature, workflow, and virtual data room platform. Legacy Citrix ShareFile complaints now generally route through ShareFile account settings, billing documentation, support chat, and Progress/ShareFile support resources.

Cancel ShareFile
  • Official ShareFile and billing-owner sources
  • 1 provider-specific cancellation path
  • Refund and post-cancellation effects separated from renewal

Should you contact ShareFile first?

Use this ShareFile check to choose between an official account action and help preparing a clearer follow-up.

  1. Confirm the billing owner before canceling

    • To cancel ShareFile, an employee user with billing permissions must sign in to the ShareFile web app and use Settings › Account settings › Billing › Cancel Account when ShareFile (Progress) bills you directly; if another company or platform bills you for ShareFile, cancellation must be requested through that billing owner instead. After you complete the Cancel Account flow, your subscription stays active through your next bill date or contract end and then stops auto‑renewing, with no further regular subscription charges. ShareFile subscriptions are normally billed directly by ShareFile/Progress via invoice or credit card, and in that case only an employee user with the Billing › Request plan changes permission can cancel through the ShareFile web app’s Billing page. If your ShareFile access is provided and billed through a managed service provider, reseller, or other external platform (for example, you receive invoices only from that partner), that billing owner controls cancellation of your ShareFile tenant and you must follow their cancellation process instead of, or in addition to, using ShareFile’s Cancel Account option.
    • Use the billing owner shown on your ShareFile receipt or account before following a cancellation path. Keep the final status, confirmation email, and effective date for any later billing dispute.
    • ShareFile’s public billing information focuses on stopping future charges and correcting billing errors rather than providing broad pro‑rata refunds when you cancel mid‑cycle. Policies can differ by country, plan type, and contract, so always confirm against your own order terms.

  2. Keep enough proof for a focused follow-up

    • Save the confirmation, effective date, and billing receipt.
    • Capture the plan, renewal date, and company shown on the receipt.
    • Challenge only a specific unresolved charge or cancellation result.

ShareFile support channels

Know which channel fits before you spend time repeating the same story.

  • ShareFile web app

    Use this route if your organization pays ShareFile/Progress directly and you are an employee user with the Billing permission "Request plan changes" enabled. Client users and employees without billing permissions cannot cancel and must work with an authorized billing contact or account owner.

How Pine helps with ShareFile

A practical workflow for moving from a messy support problem to a clear request.

  1. Step 01

    Open Settings in ShareFile

    While signed in to the ShareFile web app, select the Settings option in the navigation menu. Use the ShareFile account named on your receipt, and continue only after the next status in this cancellation path is visible.

  2. Step 02

    Open Account settings

    In the Settings menu, choose Account settings to view your account configuration options. Use the ShareFile account named on your receipt, and continue only after the next status in this cancellation path is visible.

  3. Step 03

    Go to Billing

    Within Account settings, select Billing to open your subscription and payment details. Use the ShareFile account named on your receipt, and continue only after the next status in this cancellation path is visible.

  4. Step 04

    Start the cancellation flow

    On the Billing page, select Cancel Account to open the ShareFile account cancellation screen. Use the ShareFile account named on your receipt, and continue only after the next status in this cancellation path is visible.

  5. Step 05

    Continue cancellation

    On the Cancel Account page, scroll to the bottom of the page and select Continue Cancellation. Use the ShareFile account named on your receipt, and continue only after the next status in this cancellation path is visible.

ShareFile FAQs

Short answers for the questions people usually ask before starting.

You cancel a ShareFile subscription by using the Cancel Account option in the web app’s Billing section. While signed in as an employee user with billing permissions, go to Settings, then Account settings, then Billing, select Cancel Account, and follow the prompts to Continue Cancellation and Cancel my Account so your subscription ends at the next bill date or contract end.
Only certain employee users can cancel a ShareFile account. The user must be an internal employee (not a client) and must have Billing permissions that include the Request plan changes setting; otherwise the Billing screen and Cancel Account option will not appear. Many organizations assign these permissions only to the account owner, administrators, or designated billing contacts.
After you cancel, ShareFile keeps your account active until the end of your current billing cycle or contract term. You continue to have service through that date, but your subscription does not renew and no further regular subscription charges are billed. After deactivation, ShareFile keeps data only for a limited retention period before permanently deleting stored files, so export what you need in advance.
ShareFile generally focuses on stopping future charges rather than refunding unused time when you cancel. Documentation explains that your account remains active through the end of the billing cycle and will not renew, and that extra services such as additional employee licenses are not reimbursed for unused days. However, if you believe you were billed incorrectly, you can request an adjustment within 60 days of the statement where the error appeared.
You can contact ShareFile customer support for technical or billing questions through the live chat on sharefile.com. The Contact Us page directs customers needing support to use the live chat widget in the bottom‑right corner of the site, and also links to the Help Center and documentation if you prefer to search for answers yourself before chatting.
ShareFile is currently branded as part of the Progress product portfolio, according to its official FAQ and site footers. While older materials may refer to “Citrix ShareFile,” the modern service, billing, and cancellation experience are provided under the ShareFile and Progress names, and you cancel through the ShareFile web app’s Billing section regardless of earlier branding on legacy contracts or apps.
ShareFile is designed to provide secure client collaboration, file sharing, and document workflow management for businesses. The official FAQ describes it as a way to streamline document and client‑facing workflows, consolidate tools such as client portals and e‑signatures, and meet security and compliance needs in regulated industries like accounting, finance, insurance, healthcare, and legal.
Cancelling ShareFile eventually leads to deletion of stored files, so you should export anything important before your account ends. ShareFile’s Billing overview explains that when an account is deactivated after missed payments, data is retained only for a documented period before permanent deletion, and similar retention limits can apply after cancellation. Plan migrations and legal holds may modify exact timelines, so review your terms.
To change your plan or billing cycle without cancelling, use the Manage plan and Update your plan options in Billing. An administrator can go to Settings, then Account settings, then Billing, select Manage plan to switch tiers, or choose Update your plan to change the billing cycle from monthly to annual (or vice versa where allowed), then confirm the change following the on‑screen prompts.

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Sources

  1. ShareFile Billing overview — Billing navigation, cancel account link, overdue and data‑retention behaviordocs.sharefile.comTo cancel ShareFile, an employee user with billing permissions must sign in to the ShareFile web app and use Settings › Account settings › Billing › Cancel Account when ShareFile (Progress) bills you directly; if another company or platform bills you for ShareFile, cancellation must be requested through that billing owner instead. After you complete the Cancel Account flow, your subscription stays active through your next bill date or contract end and then stops auto‑renewing, with no further regular subscription charges. ShareFile subscriptions are normally billed directly by ShareFile/Progress via invoice or credit card, and in that case only an employee user with the Billing › Request plan changes permission can cancel through the ShareFile web app’s Billing page. If your ShareFile access is provided and billed through a managed service provider, reseller, or other external platform (for example, you receive invoices only from that partner), that billing owner controls cancellation of your ShareFile tenant and you must follow their cancellation process instead of, or in addition to, using ShareFile’s Cancel Account option. Verified August 16, 2026
  2. Billing – cancel account section — Step‑by‑step Cancel Account flow, required permissions, impact on auto‑renew and termdocs.sharefile.comTo cancel ShareFile, an employee user with billing permissions must sign in to the ShareFile web app and use Settings › Account settings › Billing › Cancel Account when ShareFile (Progress) bills you directly; if another company or platform bills you for ShareFile, cancellation must be requested through that billing owner instead. After you complete the Cancel Account flow, your subscription stays active through your next bill date or contract end and then stops auto‑renewing, with no further regular subscription charges. ShareFile subscriptions are normally billed directly by ShareFile/Progress via invoice or credit card, and in that case only an employee user with the Billing › Request plan changes permission can cancel through the ShareFile web app’s Billing page. If your ShareFile access is provided and billed through a managed service provider, reseller, or other external platform (for example, you receive invoices only from that partner), that billing owner controls cancellation of your ShareFile tenant and you must follow their cancellation process instead of, or in addition to, using ShareFile’s Cancel Account option. Verified August 16, 2026
  3. ShareFile FAQ – Billing and general — Billing cycles, cancellation effects on billing, error‑correction time limits, product purposesharefile.comTo cancel ShareFile, an employee user with billing permissions must sign in to the ShareFile web app and use Settings › Account settings › Billing › Cancel Account when ShareFile (Progress) bills you directly; if another company or platform bills you for ShareFile, cancellation must be requested through that billing owner instead. After you complete the Cancel Account flow, your subscription stays active through your next bill date or contract end and then stops auto‑renewing, with no further regular subscription charges. ShareFile subscriptions are normally billed directly by ShareFile/Progress via invoice or credit card, and in that case only an employee user with the Billing › Request plan changes permission can cancel through the ShareFile web app’s Billing page. If your ShareFile access is provided and billed through a managed service provider, reseller, or other external platform (for example, you receive invoices only from that partner), that billing owner controls cancellation of your ShareFile tenant and you must follow their cancellation process instead of, or in addition to, using ShareFile’s Cancel Account option. Verified August 16, 2026
  4. Billing contact configuration — Who can be a billing contact, permissions to edit billing and contact Supportdocs.sharefile.comTo cancel ShareFile, an employee user with billing permissions must sign in to the ShareFile web app and use Settings › Account settings › Billing › Cancel Account when ShareFile (Progress) bills you directly; if another company or platform bills you for ShareFile, cancellation must be requested through that billing owner instead. After you complete the Cancel Account flow, your subscription stays active through your next bill date or contract end and then stops auto‑renewing, with no further regular subscription charges. ShareFile subscriptions are normally billed directly by ShareFile/Progress via invoice or credit card, and in that case only an employee user with the Billing › Request plan changes permission can cancel through the ShareFile web app’s Billing page. If your ShareFile access is provided and billed through a managed service provider, reseller, or other external platform (for example, you receive invoices only from that partner), that billing owner controls cancellation of your ShareFile tenant and you must follow their cancellation process instead of, or in addition to, using ShareFile’s Cancel Account option. Verified August 16, 2026
  5. User roles and permissions — Employee vs client roles, administrator capabilities, billing permissions definitionsdocs.sharefile.comTo cancel ShareFile, an employee user with billing permissions must sign in to the ShareFile web app and use Settings › Account settings › Billing › Cancel Account when ShareFile (Progress) bills you directly; if another company or platform bills you for ShareFile, cancellation must be requested through that billing owner instead. After you complete the Cancel Account flow, your subscription stays active through your next bill date or contract end and then stops auto‑renewing, with no further regular subscription charges. ShareFile subscriptions are normally billed directly by ShareFile/Progress via invoice or credit card, and in that case only an employee user with the Billing › Request plan changes permission can cancel through the ShareFile web app’s Billing page. If your ShareFile access is provided and billed through a managed service provider, reseller, or other external platform (for example, you receive invoices only from that partner), that billing owner controls cancellation of your ShareFile tenant and you must follow their cancellation process instead of, or in addition to, using ShareFile’s Cancel Account option. Verified August 16, 2026
  6. ShareFile documentation PDF — Legacy but still‑relevant UI labels and navigation for the Cancel Account flowdocs.sharefile.comTo cancel ShareFile, an employee user with billing permissions must sign in to the ShareFile web app and use Settings › Account settings › Billing › Cancel Account when ShareFile (Progress) bills you directly; if another company or platform bills you for ShareFile, cancellation must be requested through that billing owner instead. After you complete the Cancel Account flow, your subscription stays active through your next bill date or contract end and then stops auto‑renewing, with no further regular subscription charges. ShareFile subscriptions are normally billed directly by ShareFile/Progress via invoice or credit card, and in that case only an employee user with the Billing › Request plan changes permission can cancel through the ShareFile web app’s Billing page. If your ShareFile access is provided and billed through a managed service provider, reseller, or other external platform (for example, you receive invoices only from that partner), that billing owner controls cancellation of your ShareFile tenant and you must follow their cancellation process instead of, or in addition to, using ShareFile’s Cancel Account option. Verified August 16, 2026
  7. ShareFile Contact Us — Official support and billing contact options, including live chat for assistancesharefile.comTo cancel ShareFile, an employee user with billing permissions must sign in to the ShareFile web app and use Settings › Account settings › Billing › Cancel Account when ShareFile (Progress) bills you directly; if another company or platform bills you for ShareFile, cancellation must be requested through that billing owner instead. After you complete the Cancel Account flow, your subscription stays active through your next bill date or contract end and then stops auto‑renewing, with no further regular subscription charges. ShareFile subscriptions are normally billed directly by ShareFile/Progress via invoice or credit card, and in that case only an employee user with the Billing › Request plan changes permission can cancel through the ShareFile web app’s Billing page. If your ShareFile access is provided and billed through a managed service provider, reseller, or other external platform (for example, you receive invoices only from that partner), that billing owner controls cancellation of your ShareFile tenant and you must follow their cancellation process instead of, or in addition to, using ShareFile’s Cancel Account option. Verified August 16, 2026
  8. Change account billing cycle — Process and limits for modifying the billing cycle instead of cancellingdocs.sharefile.comTo cancel ShareFile, an employee user with billing permissions must sign in to the ShareFile web app and use Settings › Account settings › Billing › Cancel Account when ShareFile (Progress) bills you directly; if another company or platform bills you for ShareFile, cancellation must be requested through that billing owner instead. After you complete the Cancel Account flow, your subscription stays active through your next bill date or contract end and then stops auto‑renewing, with no further regular subscription charges. ShareFile subscriptions are normally billed directly by ShareFile/Progress via invoice or credit card, and in that case only an employee user with the Billing › Request plan changes permission can cancel through the ShareFile web app’s Billing page. If your ShareFile access is provided and billed through a managed service provider, reseller, or other external platform (for example, you receive invoices only from that partner), that billing owner controls cancellation of your ShareFile tenant and you must follow their cancellation process instead of, or in addition to, using ShareFile’s Cancel Account option. Verified August 16, 2026
  9. Partner tenant management — How MSP partners manage and cancel tenant accounts for their customersdocs.sharefile.comTo cancel ShareFile, an employee user with billing permissions must sign in to the ShareFile web app and use Settings › Account settings › Billing › Cancel Account when ShareFile (Progress) bills you directly; if another company or platform bills you for ShareFile, cancellation must be requested through that billing owner instead. After you complete the Cancel Account flow, your subscription stays active through your next bill date or contract end and then stops auto‑renewing, with no further regular subscription charges. ShareFile subscriptions are normally billed directly by ShareFile/Progress via invoice or credit card, and in that case only an employee user with the Billing › Request plan changes permission can cancel through the ShareFile web app’s Billing page. If your ShareFile access is provided and billed through a managed service provider, reseller, or other external platform (for example, you receive invoices only from that partner), that billing owner controls cancellation of your ShareFile tenant and you must follow their cancellation process instead of, or in addition to, using ShareFile’s Cancel Account option. Verified August 16, 2026
  10. CFPB complaint portal — How to submit complaints about financial products and services, including billing issuesconsumerfinance.govTo cancel ShareFile, an employee user with billing permissions must sign in to the ShareFile web app and use Settings › Account settings › Billing › Cancel Account when ShareFile (Progress) bills you directly; if another company or platform bills you for ShareFile, cancellation must be requested through that billing owner instead. After you complete the Cancel Account flow, your subscription stays active through your next bill date or contract end and then stops auto‑renewing, with no further regular subscription charges. ShareFile subscriptions are normally billed directly by ShareFile/Progress via invoice or credit card, and in that case only an employee user with the Billing › Request plan changes permission can cancel through the ShareFile web app’s Billing page. If your ShareFile access is provided and billed through a managed service provider, reseller, or other external platform (for example, you receive invoices only from that partner), that billing owner controls cancellation of your ShareFile tenant and you must follow their cancellation process instead of, or in addition to, using ShareFile’s Cancel Account option. Verified August 16, 2026