# Cancel your account

> Cancel an active or trial account from the portal, and what happens to your phone numbers.

- URL: https://kb.voipcloud.online/au/billing/cancel-your-account/
- Section: Billing and account
- Type: guide
- Applies to: All countries
- Last reviewed: 2026-11-09

You can cancel your account yourself from the portal, whether it's active or still on a free trial.

**Important:** When your account is cancelled, **all its phone numbers are deleted**. Deleted numbers may not be recoverable. If you want to keep your numbers, arrange to port them to your new provider before you cancel.

**On a free trial?** You can cancel during the free trial. Phone numbers added during the trial are released straight away, and equipment you've bought can't be refunded. See [Your free trial](https://kb.voipcloud.online/au/getting-started/free-trial/).

## Before you start

- Only the primary administrator can cancel the account.
- If you have an internet service, it must be disconnected first. Contact the support team to arrange it.
- The account can't be cancelled while:
  - its balance is negative. Check it on **Billing** › **Home**.
  - an invoice has a payment still being processed. See [Invoices and receipts](https://kb.voipcloud.online/au/billing/invoices/).
  - a service is still within its minimum contract term.
- Use a computer to sign in to the portal.

## Cancel your account

1. Click your name in the top-right corner of the portal.
2. Click **Cancel account**.
3. In the **Account cancellation** window, tick the reasons for cancelling, or tell us what we could have done better, and click **Next**.
4. In **Current password**, enter your password to confirm, and click **Cancel account**.
5. Sign out of the portal.

Any unpaid invoices are closed when the account is cancelled.

## Check it works

**Current status** on **Billing** › **Home** shows **Cancelled**.

## Change your mind

A cancelled account can be restored. Your original subscriptions and PBX call flow are set up again, but deleted phone numbers can't be recovered.

Cancelling resets your identity verification. To restore the account, sign in to the portal: **Billing** › **Home** asks you to complete the verification process to restore your account. When verification is complete, the account becomes active again. See [Identity verification](https://kb.voipcloud.online/au/security/identity-verification/).

A cancelled account can still raise support tickets. If you need help, sign in and [raise a support ticket](https://kb.voipcloud.online/au/support/support-tickets/).

## Deleted numbers

Phone numbers you delete or release are gone for good: they can't be recovered. If you want to keep a number with another provider, arrange the port with your new provider before you cancel.

## Related

- [Number porting overview](https://kb.voipcloud.online/au/services/number-porting/porting-overview/)
- [Account details](https://kb.voipcloud.online/au/billing/account-details/)