If you received a notification or email saying we need more information to complete your subscription cancellation, it means that we were unable to verify the correct account with the provider using the details you originally submitted. Subscription providers often require exact matches to locate and confirm your account.
Common reasons include:
The service requested information we did not yet collect from you.
Some of the information you provided did not match the subscription account on file.
When Rocket Money requests your login credentials
If we ask for your username, email address, or password, it means the credentials you provided didn’t match an active account with the subscription service.
Double-check that you are entering the login details associated with the account being charged.
Example: If you’d like Rocket Money to cancel your Amazon Prime subscription, you need to enter the email address and password linked to the Amazon Prime account that is billing you.
When Rocket Money requests other account information
Sometimes the subscription provider tells us they cannot locate your account with the details provided. In that case:
Make sure you enter the exact information tied to the subscription that is charging you (e.g., account number, billing name, or registered email).
Example: If you want Rocket Money to cancel Netflix, enter the account details for the Netflix profile that is billing your card, not just a shared profile or alternate login.
What to do if you don’t know your account details
If you:
Don’t know your login information
Aren’t sure which email or username is tied to the charges
Or have any other cancellation questions
Contact Rocket Money Support directly. Our team will walk you through identifying the right account and help you successfully cancel your subscription. You can reach the team at cancellations@rocketmoney.com or by using our in app chat.