Cancelling Your Account

This page closes your entire SIPSTACK organization — all products, users, and phone numbers. It is permanent, but fully reversible during a 30-day cooling-off window after you submit.

Navigate via the sidebar: Account → Cancel Account (owner-only).

How the timeline works

If you close your account, your service ends at the end of your current paid period or on your closure date, whichever comes first. You will not be charged again, and trials will not convert to paid. Final usage charges for the period are still billed. Your data and subscription are kept for 30 days after closure takes effect, and you can recover them by reactivating before then. After 30 days they are permanently deleted.

Phase	What happens
Days 0–30 (cooling-off)	Service continues until the end of your current paid period or your closure date, whichever comes first, then ends. Nothing renews, trials don’t convert to paid, and you are not charged again apart from final usage. You can reactivate with one click at any time.
Day 30 (effective)	SIP registrations are removed, PBX configuration is locked, users lose portal access, and phone numbers enter a 30-day grace period.
Days 30–60 (recovery window)	Services are suspended. Your data and subscription are kept, and you can recover them by reactivating the account.
After day 60	Your data and subscription are permanently deleted. Any numbers still on the account are released to the carrier pool and may be re-issued.

The cancellation wizard

Cancellation wizard — reason step

The wizard has five steps; the progress indicator at the top shows where you are.

Reason — pick a primary reason (required). Optionally add a 0–10 recommendation score and free-text comments.
Offers — if your account is eligible, retention offers appear. What you see depends on your product: Nova PBX accounts may be offered 25% off for 3 months, a free month, or a 90-day pause; Flare SMS accounts may be offered 10% off for 3 months or a free month. Clicking Apply on an offer applies it immediately and clears the cancellation — you’re done. Otherwise click No thanks — continue with cancellation. If your account is managed by a SIPSTACK partner, price offers aren’t shown — your partner handles those — and only the pause may be offered.
Impact — a summary of what closing the account affects: phone-number count, user count, your tenure, the final invoice (the current billing period is not refunded), and the full lifecycle timeline. If numbers that haven’t ported out are still on the account, they’re listed here and you must type RELEASE to continue.
Survey — optional ratings on individual aspects of the service. Skippable.
Confirm — the signed, irreversible step:
- Type your organization name exactly as shown (case-insensitive).
- Draw an e-signature in the signature box.
- Tick both acknowledgements — that closure is final after the cooling-off window, and that you are authorized to close the account.
The Confirm account closure button stays disabled until all three are complete. Your signature, IP address, and browser details are captured with the submission and stored as a signed compliance event (visible under Compliance).

After submitting — the scheduled panel

Once a cancellation is scheduled, this page replaces the wizard with a status panel showing the effective date and days remaining. Your service ends at the end of your current paid period or on your closure date, whichever comes first.

Click Reactivate account at any time before the effective date to drop the cancellation — no support ticket needed.
You cannot submit a second cancellation while one is scheduled.

Coming back after your account closes

About 30 days after your closure takes effect, the account owner may receive one email inviting you back. Depending on the product you had, it can include a price offer (25% off Nova or 10% off Flare, for 3 months) that is valid for 30 days, plus bonus Aura AI credits. The email is not sent if you unsubscribed from marketing email, if your account was managed by a partner, or if your data has already been deleted. It contains an unsubscribe link.

The email’s Reactivate my account button opens Account → Reactivate (/account/reactivate). Sign in if asked, then press Reactivate my account. Following the link does nothing by itself, and only the account owner can reactivate. Reactivating restores your account and saved settings. Phone numbers that were already released can’t be restored. You aren’t charged until you choose a plan on Subscriptions. If the email’s price offer is still valid, it’s applied when that plan starts, and the confirmation says so. If the offer has expired or was already used, you can still reactivate, but the confirmation won’t mention an offer.

The final bill

After your service ends we send a final bill for any final usage, charged to your card on file. You will not be charged again after that, and trials will not convert to paid.

What’s retained vs deleted

Data	Retention
Invoices, payment and tax records	Kept for 7 years after the end of the fiscal year they belong to, then destroyed. The law requires it.
Audit log & signed events	Retained for regulatory minimums; available via support after closure.
CDRs (call detail records)	Kept for 7 years after the end of the fiscal year they belong to, then destroyed.
Voicemails / call recordings / message content	Deleted within 30 days after your account closes — export anything you need before cancelling.
Everything else (settings, phone system setup, contacts, history)	Deleted or anonymized within 90 days after your account closes.
User logins	Not deleted, because the people on your account may belong to other SIPSTACK accounts. They lose access to this account.
Backups	Copies in our backups are purged as the backups rotate, within 90 days.
Phone numbers	Reserved through the 30-day grace period, then released.

Troubleshooting

Symptom	Cause / fix
Asked to type RELEASE	Some numbers on your account haven’t ported out. Port them first if you want to keep them, or type RELEASE to confirm they’ll be released. See Leaving SIPSTACK.
Confirm button stays disabled	All three gates must be complete: the typed name must match your organization name exactly (case-insensitive), the signature box must be drawn in, and both checkboxes ticked.
No offers shown at the Offers step	Your account isn’t currently eligible (offers have a cooldown after prior use). Continue, or contact support to discuss options.
Changed your mind after submitting	Return to this page during the cooling-off window and click Reactivate account. After the effective date, contact SIPSTACK support.
Reactivated from the win-back email but no offer was mentioned	The email’s offer had expired (it’s valid for 30 days) or was already used. Your account is still reactivated. Contact SIPSTACK support if you think the offer should have applied.
Want a pause instead of cancellation	A 90-day pause may be offered at the Offers step. Otherwise contact support — pauses are available case-by-case.