Which SaaS are people canceling most now?

Are people canceling SaaS more aggressively right now?

SaaS cancellations are high in a few parts of the market right now, but the broader software market is still growing and buyers are becoming much more selective about what they keep.

There is no universal database counting every canceled Adobe, Zoom, Notion or Slack subscription. The best current evidence comes from several different places: procurement platforms that see company renewals, billing networks that measure subscription churn, SaaS analytics platforms that track retention, and public companies that disclose customer or revenue retention.

Those datasets point in the same direction.

Recurly's latest subscription benchmark puts median SaaS churn at 3.22%, including 2.16% voluntary churn and 1.06% involuntary churn. SaaS actually has lower churn in Recurly's network than business services, entertainment, ecommerce and education subscriptions.

At the same time, companies are carrying enormous software portfolios. Zylo's 2026 SaaS Management Index covers more than $75 billion in SaaS and cloud spend and 40 million licenses. Its data shows that AI-native software spending jumped 108% in a year, while usage of applications across the broader AI category rose 181%.

So companies are still buying software at scale. What has changed is their tolerance for mediocre subscriptions. Products with weak usage, overlapping functionality or an easy substitute are much harder to defend at renewal time today.

A simple ranking of brands would therefore be misleading. A huge product can lose hundreds of thousands of customers and still post excellent retention, while a much smaller SaaS can lose a devastating share of its user base without generating much public discussion. We need to look at cancellation rates, revenue retention and customer trajectories together.

Which SaaS categories are companies canceling most today?

Supply Chain & Logistics software currently has the highest cancellation rate in Vertice's large procurement dataset, at 44.4%.

Professional Services comes next at 37.1%, followed by Business Services at 26.2%, Office Management at 22.2% and Governance, Risk & Compliance at 19.4%.

Those numbers are unusually high. A 44.4% cancellation rate means roughly four out of every nine observed renewal opportunities in that category ended with the subscription disappearing. Even the fifth category loses close to one in five.

The more interesting part is how quickly the list changes. A year earlier, Marketing led Vertice's ranking, followed by Commerce, Governance, Risk & Compliance, Sales Tools and Data Privacy. Monitoring then moved into first place in the following period before dropping entirely out of the latest top five.

Only Governance, Risk & Compliance survives from the year-earlier top five.

That suggests companies are moving their cost reviews through different parts of the software stack rather than permanently abandoning one weak group of products. Marketing was heavily scrutinized, then monitoring, and now back-office and operational software is taking more of the cuts.

Vertice bases the latest figures on more than $75 billion in global processed spend, which makes this one of the strongest datasets available for answering which types of business SaaS are actually being canceled.

SaaS category	Current cancellation rate
Supply Chain & Logistics	44.4%
Professional Services	37.1%
Business Services	26.2%
Office Management	22.2%
Governance, Risk & Compliance	19.4%

Why are companies cutting so much back-office SaaS?

Companies are cutting back-office SaaS because many of these tools are easier to consolidate than the software sitting at the center of the business.

Look at what companies keep renewing. Vertice's current list of the most-renewed vendors is led by CrowdStrike, Tableau, NetSuite, Avalara and Google.

The common thread is pretty clear once we put those products together. CrowdStrike sits inside security infrastructure. NetSuite can run finance and ERP processes. Avalara handles tax workflows. Tableau can become embedded in company reporting. Google can underpin email, files, identity and everyday productivity.

Removing one of those platforms can create weeks or months of migration work.

A specialist office-management subscription or secondary business-service tool faces a different test. If another platform already covers 80% of what it does, a finance team can remove it and live with the compromise.

The change in software budgets points the same way. Vertice has recently seen collaboration and productivity gain share of enterprise software spending while AI's share jumped sharply. Among smaller businesses, AI's share of software spending went from 4.0% to 11.3% in a single quarter, while marketing and CRM lost share.

The budget is being reshuffled toward products buyers currently see as more important.

And the cancellation leaderboard can change fast. Once companies have cleaned up one crowded category, they start finding duplication somewhere else.

Are companies canceling whole SaaS products or just cutting seats?

A huge amount of today's SaaS contraction comes from cutting unused seats, which can hurt vendors even when the customer technically stays.

Vertice estimates that 65% of SaaS licenses are unused or underused. Only 14% are completely unused. The much larger group is underutilized licenses: 51% sit inside products where fewer than half of purchased seats are actively being used.

Zylo finds a similar problem in its own dataset. Against a 90% utilization benchmark, it estimates 36% license waste across the organizations it studies.

Imagine a company paying for 1,000 seats of a collaboration product while only 550 employees use it regularly. The easiest decision at renewal is often to buy 600 seats next time.

The SaaS vendor still keeps the company logo, so the event never appears in a simple "customers lost" count. Revenue from that account can still fall 40%.

That is why net revenue retention is so useful here. A figure below 100% means the existing customer base is shrinking after we combine cancellations, seat reductions and upgrades. It captures a kind of SaaS cancellation pressure that a logo-churn number misses.

What actually makes people cancel a SaaS subscription?

Low usage is currently a bigger cancellation problem than price alone.

Recurly's recent consumer subscription research found 51% of respondents pointing to insufficient usage as a reason for canceling. High price came second at 45%, while 32% said they had simply lost interest.

Those answers are closely related. A $30 tool used every working day can feel cheap. Another $30 tool opened twice a month starts looking expensive very quickly.

Subscription saturation makes that problem harder. Recurly found 77% of consumers saying they already had the right number of subscriptions. New subscription acquisition across its research has consequently slowed to around 3%.

A new SaaS subscription increasingly has to displace something already being paid for.

The lower end of the market looks particularly vulnerable. Recurly's current churn benchmark reaches 4.29% for subscriptions generating $10 to $25 per customer, versus 2.87% in the $100 to $250 band. Voluntary churn alone reaches 2.99% in that low-price group.

Cheap SaaS therefore has an awkward problem these days. Low pricing makes experimentation easy, but it also makes leaving easy.

Are AI SaaS apps being canceled unusually fast?

AI SaaS has some of the weakest retention we can measure today, even though companies are spending dramatically more money on AI software.

ChartMogul studied roughly 3,500 software companies, including about 200 AI-native businesses above $250,000 in annual recurring revenue. Median net revenue retention for AI-native companies was only 48%. Traditional B2B SaaS reached 82%.

That gap is enormous.

If a cohort begins with $1 million of annual recurring revenue, 48% NRR means the median AI-native company would be left with roughly $480,000 from that original cohort after churn, contraction and expansion are combined. At 82%, a traditional B2B SaaS would still have about $820,000.

Gross retention among AI companies has been improving, rising from 27% earlier in ChartMogul's measured period to 40% later on. Some of the wildest early experimentation therefore appears to be settling down. Retention is still extremely weak compared with established B2B software.

Buyers are also avoiding long commitments. Vertice currently finds that AI has the shortest average contract length among the major software categories it tracks, around 15.4 months. Development software is closer to 30 months.

Meanwhile, the spending keeps pouring in. Zylo's latest index found AI-native spending up 108% year over year, with a 393% increase among organizations employing more than 10,000 people.

These numbers fit together. Companies are buying many AI products, trying them quickly and canceling the ones that fail to become useful enough.

AI is probably producing more subscription turnover than almost any other important software theme right now. Massive demand and massive churn are happening at the same time.

Is consumer SaaS easier to cancel than business SaaS?

Consumer and prosumer SaaS is much easier to lose today, with median retention sitting far below traditional B2B software.

ChartMogul's same dataset puts median net revenue retention at 49% for B2C SaaS and 82% for B2B SaaS. AI-native software comes in slightly lower still at 48%.

The gap reflects how differently people use the products.

Replacing an ERP system can require moving financial data, rebuilding integrations, retraining employees and accepting operational risk. Replacing a personal note-taking app, writing assistant, image generator or lightweight productivity tool might take an hour.

That gives consumer software a much shorter path from "I don't use this much anymore" to "cancel subscription."

It also makes user growth easier to misread. A viral SaaS app can add thousands of paying customers very quickly and still have a fragile business if those customers disappear a few months later.

This is especially relevant to AI. Many AI products currently behave more like consumer subscriptions than old-school enterprise SaaS: fast adoption, low switching costs, lots of experimentation and weak loyalty.

Is Evernote one of the SaaS products people are really leaving?

Evernote is one of the clearest named examples we found of a major software product losing users while extracting more revenue from the customers who remain.

Figures disclosed around owner Bending Spoons show Evernote's user base falling by roughly 48% between 2022 and 2025. Over the same period, Evernote revenue rose about 30% because average revenue per user increased roughly 150%.

That combination tells us much more than revenue growth by itself.

A SaaS business can increase revenue while almost half its users leave if the remaining customers pay enough more. In Evernote's case, pricing has played a huge role in the economics.

The product has also undergone another major plan restructuring. Evernote replaced its Personal and Professional tiers with Starter and Advanced. In the United States, Advanced costs $249.99 a year, while the cheaper Starter plan carries usage limits including 1,000 notes and 20 notebooks.

That is a radically different price position from the Evernote many long-time customers originally joined.

The recent numbers make Evernote unusually useful for this article because we can see the customer decline directly. With many other famous SaaS brands, people complain loudly about prices but the underlying paid base keeps growing. Evernote gives us evidence that a substantial portion of users really did leave.

Is Adobe Creative Cloud actually losing customers?

Adobe has serious cancellation friction and pricing controversy, yet its current business numbers show strong subscription growth rather than a broad Creative Cloud customer collapse.

Adobe's cancellation practices became serious enough for the company to settle U.S. government litigation this year. Adobe agreed to a $75 million payment plus $75 million worth of services for qualifying customers while denying wrongdoing.

Creative Cloud pricing has also moved higher. Adobe increased pricing across several individual plans, adding more fuel to a long-running online backlash around subscription costs.

If we stopped the research there, Adobe would look like an obvious candidate for the most-canceled SaaS list.

The latest financial results tell a different story. Adobe just reported quarterly revenue of $6.76 billion, up 13% year over year. Customer-group subscription revenue grew 14%. Creative & Marketing Professionals subscription revenue grew 13%. Total annualized recurring revenue reached $27.5 billion.

Adobe also says its creativity and productivity products have crossed one billion monthly active users, while the company's creative freemium user base passed 100 million and grew more than 70% year over year.

Those figures do not reveal how many Creative Cloud subscribers individually clicked cancel. Adobe does not publish that number. They do show that cancellations have failed to stop the subscription business from growing at double-digit rates.

Adobe belongs near the top of any discussion about cancellation frustration. The evidence puts it much further down the list if the question is actual business contraction.

Does Zoom still have a cancellation problem?

Zoom still loses a meaningful number of self-service subscriptions every month, but its latest churn rate shows no deterioration.

Zoom's newest reported quarter puts Online average monthly churn at 2.9%, exactly the same as a year earlier.

The details are slightly encouraging. Online customers with at least 16 months of continuous service now represent 75.6% of Online monthly recurring revenue, up 0.7 percentage points year over year. Zoom's Enterprise net dollar expansion rate has also edged up from 98% to 99%.

This is a much quieter story than the post-pandemic narrative around people abandoning Zoom.

The Online business still churns. A 2.9% monthly rate is meaningful when applied repeatedly across a year. Yet there is currently no evidence of churn suddenly accelerating.

Zoom has also become increasingly dependent on larger business customers. Its number of customers generating more than $100,000 in trailing 12-month revenue rose 8.2% in the latest quarter.

So Zoom still deserves a place in a discussion of mature SaaS churn, especially on the self-service side. The latest figures show stabilization rather than another cancellation wave.

Is Dropbox quietly losing subscribers?

Dropbox is currently adding paying users again, which makes it a useful counterexample to the idea that mature consumer SaaS is being abandoned across the board.

Dropbox reported 18.19 million paying users in its latest quarter, compared with 18.13 million a year earlier. The company added 96,000 paying users from the previous quarter alone.

Average revenue per paying user also increased from $138.32 to $139.68. Annual recurring revenue reached $2.566 billion, up 1%.

Those growth rates are hardly spectacular. Dropbox is clearly a mature product competing against storage bundled into Microsoft and Google's ecosystems.

Yet the direction matters for our question. Paying users are currently increasing.

A famous SaaS product can feel old, face brutal bundled competition and grow only around 1% while still retaining enough value to keep its customer base intact.

That is why narratives built from internet complaints need checking. Dropbox may look vulnerable from the outside; its latest subscriber numbers do not show a large cancellation problem.

Are people canceling Asana and project-management SaaS?

Asana is seeing mild contraction within existing customers, while monday.com is still expanding strongly inside its customer base.

Asana's newest results put overall dollar-based net retention at 97%. Core customers are at 98%, as are customers spending more than $100,000 a year.

A 97% NRR means that Asana's existing customer cohort is producing roughly 3% less revenue after cancellations, downsells and upgrades are combined. That is real contraction.

The trend has improved, though. Overall NRR was 96% in the previous quarter. Revenue has also grown 10%, and the number of customers spending more than $100,000 annually increased 16%.

Now compare that with monday.com.

monday.com's latest net dollar retention is 109%. Customers with more than ten users are at 113%, while customers spending at least $50,000 annually are at 115%. The number of customers above $100,000 in ARR grew 37%.

Those products compete for overlapping work-management budgets, yet their retention profiles are currently separated by 12 percentage points overall.

So there is clearly cancellation and downsizing inside project-management SaaS. It is hitting individual vendors very differently.

SaaS product	Latest useful retention/customer metric	What we can actually say
Asana	97% overall NRR	Existing customer revenue is shrinking slightly
monday.com	109% NRR	Existing customers are expanding
Dropbox	18.19M paying users, +96K QoQ	Paying user base is currently growing
Zoom Online	2.9% monthly churn	Churn remains meaningful but stable
Evernote	User base down ~48% from 2022 to 2025	Clear multi-year user contraction

Which SaaS products are hardest for companies to cancel?

CrowdStrike, Tableau, NetSuite, Avalara and Google currently rank among the most-renewed enterprise software vendors in Vertice's procurement data.

The names are useful because they show what protects a SaaS subscription when budgets get reviewed.

CrowdStrike handles security. NetSuite can become a company's core ERP. Avalara sits inside tax and compliance processes. Tableau can power recurring reporting. Google's products can touch almost every employee in a company.

Their renewal strength comes from being deeply embedded in important workflows.

Usage data adds another layer. NetSuite currently sits at the top of Vertice's daily-utilization ranking, with Looker, Navan, Figma and Gong also showing strong usage relative to spending.

The products buyers cut first tend to have the opposite profile: limited adoption, overlapping functionality, low switching costs and a weak connection to mission-critical work.

Price clearly matters, but usage gives us a better explanation for the current cancellation pattern. An expensive product used by everyone can survive. A cheaper product opened occasionally has a harder time.

Do people come back after canceling SaaS?

A surprising number of canceled SaaS customers return, often within a few months.

ChartMogul's win-back research found that 45% of returning SaaS customers reactivate within 30 days of leaving, while 66% return within 90 days.

Most do not even come back on a much cheaper plan. Only around one-quarter of returning customers reactivate at lower annual recurring revenue. The majority return at roughly the same or a higher spending level.

Recurly sees the same behavior from another angle. Almost one in four new subscriptions in its research now comes from someone who previously canceled. It also found that 38% of consumers would prefer to pause a subscription rather than kill it completely.

This changes how we should interpret cancellation, especially in AI and consumer software.

Someone may subscribe to three AI products, keep one for a project, cancel it two months later and reactivate after a major feature release. Another user might cancel a design tool between freelance projects and return when work picks up.

SaaS cancellation is increasingly reversible when the switching cost is low.

Which SaaS are people canceling most now?

Companies are currently canceling Supply Chain & Logistics SaaS most aggressively, while AI-native and consumer SaaS show the weakest broader retention. Among famous individual products, Evernote stands out as one of the clearest documented cases of a large user base actually shrinking.

The strongest enterprise cancellation dataset we found puts Supply Chain & Logistics at a 44.4% cancellation rate, Professional Services at 37.1%, Business Services at 26.2%, Office Management at 22.2% and Governance, Risk & Compliance at 19.4%.

AI tells a different version of the same story. AI-native SaaS has only about 48% median net revenue retention in ChartMogul's large dataset, compared with 82% for traditional B2B SaaS. Companies are currently throwing money into AI while cycling through individual products extremely quickly.

Evernote gives us the clearest big-name example of sustained user loss: its user base fell roughly 48% between 2022 and 2025 even though aggressive monetization pushed revenue higher.

The other famous names require more care. Zoom's Online churn remains 2.9% and stable. Asana has modest existing-customer contraction at 97% NRR. Adobe faces unusually visible cancellation anger and recently settled a major case over subscription practices, yet its latest subscription revenue is growing 14%. Dropbox has started adding paying users again. monday.com is expanding inside existing customers at 109% NRR.

So the products most exposed to cancellation today are secondary operational SaaS, lightly used seats, consumer and prosumer subscriptions, and fast-moving AI tools that have failed to become part of a regular workflow.

The products surviving the current cleanup usually share three characteristics. People use them often, removing them would create real work, and the company would immediately notice if they disappeared.

That is the line buyers are drawing now. SaaS remains a huge and growing expense, but being mildly useful is becoming a terrible retention strategy.