15Five Avis 6

Misleading cancellation workflow + renewal invoiced anyway

We used 15Five under a self-serve/admin billing setup. The billing portal includes a “Cancel subscription” option, but when I used it, the system displayed a confirmation message saying a deactivation request had already been submitted and that someone would contact us within 24 hours to process the cancellation. We saw that same message multiple times over a period of months. No one ever contacted us within 24 hours (or at all) as the portal stated.

Despite those portal cancellation attempts, 15Five later advised they had “no record” of any prior cancellation notice and treated the subscription as auto-renewed, issuing an invoice we consider invalid. They then said cancellation could only be recognized effective a later date, which effectively forces additional billing after the point we were trying to cancel.

If your terms require written notice to a specific email address, the product should not present a “Cancel subscription” path inside the admin console that appears to accept the request and then fails to record it. If your portal says “we’ve already received your request” and “we’ll reach out within 24 hours,” customers should be able to rely on that.

Overall, this felt like a high-friction offboarding experience: a cancellation button that doesn’t reliably translate into an auditable cancellation record, followed by strict enforcement of renewal invoicing. I’d recommend getting cancellation instructions in writing from support before your renewal date and keeping screenshots of every step.

My company used 15Five for the past 3 years and the experience has been less than desired. The data upload for each survey is difficult, never went smooth and their support team is not always responsive or supportive. The company is clearly struggling as their employee turnover is out of control. We had a 6 different account managers throughout the 3 years, all which chose to leave the company. The most senior account manager we had was only with the company for 2 years. Their scheduling and committing to do what they say they're going to do is lacking and disappointing. We did gain valuable insights out of the actual survey information that did allow for us to make great improvements throughout our organization. Unfortunately, these insights don't out weigh the continuous disappointments we encountered with 15Five. I would not recommend 15Five to any other company.

Our company enjoys using this sytem!! we can give shout out to our employees and also keep track on feedback! Good engagement with the employees!

Be careful you cannot unsubscribe via the plateforme. You need to contact the support and you will be invoice another month because you have a "30days notice period".

Very thoughtful effort and great to make friends out of it

The most dodgy SaaS product I've ever subscribed to. After using it with our team for a while we decided to try something else. I tried finding the deactivation button (scanning through the site, didn't find anything). They've cleverly hidden the section where you can actually find some information about canceling your subscription. Finally I find it and it says you have to contact support at 15five.com to get the link. Now, I do that and a person comes back telling me about some steps to download my data and finally click a link to find the deactivation button. Once I finally do, it tells me I have to log in again (I was already logged in). I use my same details as ever (Chrome stores my passwords) and guess what? It says it's the wrong username and password. I click the "recover my password" button, and it never sends me the email. I have still not been able to cancel my subscription.
TL;DR: 15Five is making you go through all these insane loops hoping you'll give up and not cancel their product. It's the most customer-hostile product I've ever used until this day. Congratulations guys - ironically, your software is about employee engagement!