The concierge service is one of the best parts of Smart Savings! Instead of sitting on hold with your provider, Greenlight handles cancellations and negotiations on your behalf. Here's everything you need to know.
What can the concierge service do?
The concierge service can help with two types of requests:
- Cancellations — Greenlight contacts the provider and cancels the subscription for you
- Bill negotiations — Greenlight contacts the provider to request a lower rate on your behalf
What does Greenlight negotiate?
When we negotiate, we're working to get you a better price — and only that. Here's exactly what that means:
We will:
- Request loyalty promotions available on your account
- Ask for retention discounts or maturity benefits
- Push for the best rate your provider can offer
We won't:
- Change your service plan or tier
- Downgrade your service
- Agree to any new contract terms on your behalf
If you'd like to make changes to your plan or service features, you'll need to contact the provider directly. Our goal is to get you a lower price without changing anything else about your service.
How does the negotiation actually work?
Once you submit a request, here's what happens behind the scenes:
- We validate your request and confirm we have everything needed to get started
- A specialist contacts your provider on your behalf and asks for any loyalty offers, retention discounts, or maturity benefits available on your account
- We keep you updated at every stage via email, and you can track progress in the app at any time
- Once complete, you'll receive a confirmation email with the outcome
We work with a trusted partner to execute negotiations and cancellations on your behalf.
Tip: During an active negotiation, Greenlight may call you directly if we need additional information to proceed with your provider. If you receive a call and want to verify it's really us, check your in-app request status — an active request in progress confirms the call is legitimate. We may ask for standard account verification details to authenticate with the provider on your behalf.
How do I know if a subscription is eligible?
Not all subscriptions can be handled through our concierge service. Eligibility depends on whether the provider accepts third-party requests. Here's how it's marked in your app:
- Auto-cancel eligible — Greenlight can cancel this for you through the concierge service
- Negotiation eligible — Greenlight can attempt to negotiate a lower rate on your behalf
- DIY (Do It Yourself) — this provider doesn't currently accept third-party cancellations. See below for more details.
Why is my subscription marked DIY?
We know it's frustrating to see a subscription marked DIY when you were hoping we could handle it for you, we genuinely wish we could! Here's why it happens:
Every subscription provider has its own rules about how cancellations can be processed. Some providers simply don't allow third parties to cancel on a customer's behalf, which unfortunately means we're not able to submit the request for you.
When a subscription is marked DIY, here's what we do instead:
- We include clear, step-by-step instructions directly in the app so you know exactly how to cancel it yourself
- We walk you through the process as simply as possible — no hunting around for the right phone number or buried settings page
Note: We're continuously working to add more providers to our concierge service. If a subscription is DIY-only today, there's a good chance we'll be able to handle it for you in the future so it's worth checking back!
How do I submit a cancellation or negotiation request?
Submitting a request only takes a minute.
- Go to "Manage Subscriptions" in Smart Savings, or tap the “Cancellations/Negotiations” tile on your dashboard
- Select the subscription you'd like to cancel or negotiate
- If it's eligible, tap "Submit request" and fill in any additional details needed (such as your account info and authorization)
- You'll receive a confirmation email right away and can track your request progress directly in the app
How long does a cancellation or negotiation request take?
Most requests complete in 5 to 10 business days, and our service level agreement (SLA) is up to 15 business days. You'll receive email updates at key stages of the process, and you can check your request status in the app at any time.
What do the request statuses mean?
| Status | Typical timing | What's happening |
| Submitted | Day 0 | Request received. You'll get a confirmation in-app and via email. |
| In review | Days 1–2 | We're validating your account details and making sure we have everything needed to get started. |
| In progress | Days 2–10 | We're in contact with your provider. You may receive a follow-up email or call if we need a little more from you. |
| Awaiting customer | Varies | We've emailed you for some additional information. The request clock is paused until we hear back — keep an eye on your inbox. |
| Completed — success | Days 5–15 | Subscription cancelled or lower rate secured. You'll receive a confirmation email with the details. |
| Completed — unsuccessful | Days 5–15 | We weren't able to secure a cancellation or better rate this time. You'll be notified with next steps. |
Emails you'll receive
You'll hear from our team at the following points throughout your request:
- Confirmation email — sent immediately when you submit a request
- Status update email — sent when your request moves to In progress
- Information request email — sent if we need additional details from you to continue
- Completion email — sent when your request is finished, with the outcome (success or unsuccessful)
When will I see my savings?
Once your request completes successfully, here's what to expect:
- Cancellations — you won't be charged for that subscription going forward
- Negotiations — you'll be billed at the new lower rate
Changes typically show up within 1 to 2 billing cycles from the date your request was completed.
Note: Many negotiated rates are promotional offers that run for 6 to 12 months. When your promotional period is coming to an end, you're welcome to submit a new negotiation request — offers refresh over time!
Why does my savings estimate look different than I expected?
The savings number on your dashboard is a projection based on the subscriptions and bills we've identified as eligible for cancellation or negotiation, plus your spending insights. It's designed to show you the potential upside — not a guaranteed outcome.
A few reasons your estimate might change over time:
- New subscriptions are identified as we continue analyzing your accounts
- An existing subscription changes in price
- You cancel some subscriptions yourself
- You flag a subscription as miscategorized (tap on the subscription in the app to do this)
Think of it as a helpful snapshot of your savings opportunity rather than a fixed number. Actual savings depend on successful negotiations and cancellations — but we'll work hard to get you as much as possible!
What if my negotiation wasn't successful?
It's disappointing when that happens, and we're sorry we couldn't secure a better rate this time. Providers don't always have promotional offers available, and it's possible you're already on their best rate.
The good news: promotional offers change all the time! You're welcome to try again in a few months. A retry often succeeds when new deals become available.
Can I cancel a request I already submitted?
In most cases, yes! You can cancel a pending request directly from the request view in your Smart Savings app. Keep in mind that if your request is already far along in the process, we may not be able to stop it — but we'll always be transparent with you about where things stand. If a request has already been completed, it can't be reversed, so you'd need to contact the provider directly to make any changes.
If you need any help, reach out to our support team using the contact info below.
What if I was charged after a cancellation went through?
If you see a charge from a provider after we completed a cancellation on your behalf, please reach out to our support team right away using the contact info below. Include as much detail as you can — the provider name, the charge amount, and the date — so we can follow up with them on your behalf as quickly as possible.
Is my information shared with anyone?
Your privacy matters to us, and we only share the minimum needed to get the job done. To authenticate with your provider on your behalf, we may share:
- Your name on the account
- Your account number with that provider
- Your authorization to negotiate or cancel
Nothing beyond that is ever shared.
Still need help? We're here for you.
Text us at 404-974-3024 | Call us at 888-483-2645
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