Hi Kim - We checked and don't have any records of you as a customer or contacting our Support Team - please reach out as we can help. Subscriptions can be downgraded at any time by going to your Account Settings and then clicking on 'Membership' and then 'Change Plan.' If you encounter any issues, please reach out to our support team by email (support@sequencing.com), phone (1-833-544-0001), or online chat as they're always happy to help.

For additional guidance on how to downgrade your subscription, there's a helpful article in our Knowledge Center (just search for 'downgrade'): https://sequencing.com/knowledge-center/site-guide/account-settings/membership/how-modify-your-genome-plan#downgrading-your-genome-plan