Cancelling Your Account

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).

Caution

To cancel just one subscription (for example dropping Flare SMS while keeping Nova PBX), use that subscription’s detail page under Subscriptions instead. This page closes the whole account.

How the timeline works

Phase	What happens
Days 0–30 (cooling-off)	Everything keeps working — calls, SMS, voicemail, billing. You can reactivate with one click at any time. Auto-pay still charges any invoice that falls inside the window.
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 (number grace)	Numbers stay reserved to your account but services are suspended. Reopening the account can recover them.
After day 60	Numbers are released to the carrier pool and may be re-issued. Recovery after release is hard or impossible.

Tip

If you have numbers you must keep — toll-free, vanity, memorable patterns — port them out to another carrier before cancelling. See Porting for the reverse direction; port-outs are initiated with the gaining carrier using your port-out PIN.

The cancellation wizard

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

1. Reason — pick a primary reason (required). Optionally add a 0–10 recommendation score and free-text comments.

2. Offers — if your account is eligible, retention offers appear: a discount (for example 25% off for 3 months), a free month, or a 90-day pause. Clicking Apply on an offer applies it immediately and clears the cancellation — you’re done. Otherwise click No thanks — continue with cancellation.

3. 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.

4. Survey — optional ratings on individual aspects of the service. Skippable.

5. 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. The platform stays fully active throughout the cooling-off window.

• 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.

What’s retained vs deleted

Data	Retention
Invoices / billing history	Retained for statutory periods (7 years).
Audit log & signed events	Retained for regulatory minimums; available via support after closure.
Voicemails / call recordings	Deleted shortly after the effective date — export anything you need before cancelling.
CDRs (call detail records)	Retained for 12 months.
Phone numbers	Reserved through the 30-day grace period, then released.

Troubleshooting

Symptom	Cause / fix
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.
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.