Cancel your account
Cancel an active or trial account from the portal, and what happens to your phone numbers.
You can cancel your account yourself from the portal, whether it’s active or still on a free trial.
Before you start
Section titled “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.
- a service is still within its minimum contract term.
- Use a computer to sign in to the portal.
Cancel your account
Section titled “Cancel your account”- Click your name in the top-right corner of the portal.
- Click Cancel account.
- In the Account cancellation window, tick the reasons for cancelling, or tell us what we could have done better, and click Next.
- In Current password, enter your password to confirm, and click Cancel account.
- Sign out of the portal.
Any unpaid invoices are closed when the account is cancelled.
Check it works
Section titled “Check it works”Current status on Billing › Home shows Cancelled.
Change your mind
Section titled “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.
A cancelled account can still raise support tickets. If you need help, sign in and raise a support ticket.
Deleted numbers
Section titled “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.