To cancel SecurityMetrics, send written notice to the company stating that you are terminating the service, but before you do, confirm whether you pay SecurityMetrics directly or whether your payment processor bills you for it. That single question decides who you contact, whether you can get a refund, and whether canceling with SecurityMetrics alone will actually stop the charges. SecurityMetrics’ own terms let either side terminate “at any time upon written notice, with or without cause,” which gives you flexibility most compliance vendors don’t.
Find Out Who Is Actually Billing You
SecurityMetrics uses two billing models. Either you pay SecurityMetrics directly by credit card or bank draft, or your payment processor (your acquirer) pays SecurityMetrics and passes the charge to you as a line item on your monthly processing statement. The terms spell this out: when the “Customer’s acquirer, processor or other entity has an agreement with SecurityMetrics to pay for the Services, then Customer authorizes its acquiring bank or other merchant service provider to bill Customer for the Services.”1SecurityMetrics. SecurityMetrics Policies
The difference is not cosmetic. If you pay SecurityMetrics directly, you cancel with SecurityMetrics and can request a prorated refund. If your processor pays SecurityMetrics on your behalf, you likely need to contact your processor too, and the terms warn that “if an acquirer or merchant service provider pays for the Services, refunds may not apply.”1SecurityMetrics. SecurityMetrics Policies Pull your most recent credit card processing statement and look for a SecurityMetrics line item. If it shows up there instead of as a separate bank draft, your processor is the middleman.
Gather What You Need Before You Reach Out
Have your SecurityMetrics Account ID, the email address on the account, and your portal login ready. The Account ID is usually on your billing statements or in the profile section of your portal. Know which specific services you have, because they may be billed separately. Canceling one and leaving another active is a common and expensive mistake.
Dig up your original agreement. Month-to-month plans end cleanly. Annual or multi-year contracts can carry early termination fees, and the SecurityMetrics terms acknowledge that “cancellation fees may apply” when a customer cancels in response to service or pricing changes.2SecurityMetrics. SecurityMetrics Terms of Use Agreement – Section: Changes to Services or Rates If you can’t find your contract, ask the compliance department for a copy before you submit your cancellation so there are no surprises.
Submit the Cancellation in Writing
The terms require “written notice,” so a phone call by itself may not satisfy the contract. Email is the most reliable channel because it timestamps your request and preserves exactly what you said.
Email Support or Compliance
Send the request to support@securitymetrics.com or compliance@securitymetrics.com. Include your Account ID, the full legal name of the business on the account, and a clear statement that you are terminating all services effective immediately or at the end of the current billing period. Ask for written confirmation and a ticket or case number. Refunds for unused service go through the Account Renewals team and, per the terms, are processed within five business days.1SecurityMetrics. SecurityMetrics Policies
Call to Confirm
If you want to confirm the cancellation verbally, call SecurityMetrics at 801-724-9600 or the compliance line at 801-705-5665. Expect identity verification, and expect a retention offer. If you’ve already decided to cancel, ask the agent to send written confirmation by email before you hang up.
Certified Mail for High-Stakes Cases
If you’re on an annual contract with meaningful termination fees, or you’ve already struggled to get a response, send a certified letter with return receipt as a backup. The signed green card gives you a delivery date that is hard to dispute later. Keep a copy of the letter stapled to the receipt card.
If Your Processor Bills You for SecurityMetrics
Canceling with SecurityMetrics alone may not stop the charge when your processor is the one billing you. Call your processor’s merchant services department and tell them to remove the SecurityMetrics line item. Some processors enrolled you in SecurityMetrics as part of your merchant agreement, and in those cases the processor controls whether the charge continues at all.
This is also the moment to ask about the PCI non-compliance fee. Processors commonly charge between $10 and $30 per month for non-compliance, and some charge more. If you cancel SecurityMetrics without a replacement, your processor may start billing that fee or raise one you were already paying. Ask directly what happens to your PCI compliance status and your fees after SecurityMetrics is removed.
Check That the Charges Actually Stop
Once you have written confirmation, watch your bank account and processing statement for at least two full billing cycles. Check for charges under the SecurityMetrics name and under any third-party billing descriptor your processor uses. Billing departments sometimes lag behind cancellation departments, and a confirmation email only reflects the system that produced it.
If charges keep coming, your remedy depends on account type. A “Regulation E dispute” only covers consumer accounts established for personal, family, or household purposes.3Consumer Financial Protection Bureau. Electronic Fund Transfers FAQs Most SecurityMetrics customers are businesses, and business accounts are explicitly excluded from Regulation E protections.4FDIC. Do Consumer Laws Apply to My Business Accounts
For a business account, you still have workable options. You can place a stop payment order on the recurring ACH debit through your bank. Under NACHA rules, your bank must honor a stop payment order on a subsequent entry if you give it enough lead time to act before the next debit posts.5Nacha. Minor Rules Topics If the charge is hitting a business credit card, dispute it as a billing error with the card issuer and attach your written cancellation confirmation and ticket number. That paperwork is what makes the dispute stick.
Keep Your PCI Compliance From Lapsing
Canceling SecurityMetrics does not cancel your obligation to comply with PCI DSS. If you accept credit or debit cards, the card brands still require validation, and your processor will enforce it. The window between a failed compliance check and suspended payment processing can be less than 30 days with some processors.
If you’re moving to another compliance vendor, have the replacement in place before you cancel SecurityMetrics so there’s no gap in validation. If you’re closing the business or no longer accepting card payments, tell your processor you want to terminate the merchant account as well. Merchants who only process ACH and never touch card transactions may not need PCI compliance at all. Any new vendor you choose should be validating against PCI DSS 4.0, which became fully mandatory on March 31, 2025 and includes requirements such as multi-factor authentication for access to cardholder data environments and minimum 12-character passwords.