We supplied your number
It can be ported to another provider if you want to keep it. The request goes to the provider receiving it, and the service has to stay active during the process: a number being ported has to remain reachable.
Cancelling, exporting or porting your number
Leaving cleanly: taking back your data, keeping your number, and putting your line back the way it was.
What you will have at the end
Your files, transcripts and archived recordings in your hands, your line back to its previous behaviour, and your subscription stopped — in that order, because the reverse order loses calls.
If you use a number we provided and you want to keep it, it can be ported to another provider. That is a process between providers, and it happens while the service is still running.
None of this requires talking to us for permission. A company that makes leaving hard is admitting something about the quality of what it sells.
Before you start
- A role that opens the Settings screen and the Subscription screen
- Your carrier's forwarding cancel code, shown on the Phone screen
- If you are porting a number: the new provider chosen, and a recent invoice for that number
- Somewhere to put the export: it can be large if you have recordings
Export first. It is the only step that cannot be redone afterwards.
The steps
- Step 1
Export your data
From the Settings screen: files, requests, transcripts, appointments and archived recordings. An export that cannot include everything names what it left out instead of staying silent.
- Step 2
Remove the forwarding from your line
Dial the cancel code from the forwarded handset. Your calls come back to you immediately — do this before cancelling, not after.
- Step 3
Port the number, if you are keeping one
A port is requested from the provider receiving it, not the one losing it. Keep the service active during the process: a number being ported has to stay reachable.
- Step 4
Cancel the subscription
From the Subscription screen. The period already paid is shown on screen, with the date the service stops.
- Step 5
Request deletion, if you want it
Cancelling and deleting are two different things: stopping the service does not empty your files. If you want them erased, ask — deletion reaches derived items too.
Why the order matters more than speed
Export, then remove forwarding, then port the number, then cancel. Each step depends on the one before: an export runs while the account is active, a number port is requested while the line is reachable, and forwarding left on after the service stops sends your calls to a line that answers nobody.
The step nobody can redo afterwards is the export. The other four can be caught up; that one cannot. That is why it comes first, even when you are in a hurry to close.
Cancelling and deleting are two different acts
Cancelling stops billing and service on the date shown on screen. Your files stay, which lets you come back, finish an export you started, or answer a request from a former customer.
Deleting erases, and deletion reaches derived items too — transcripts, summaries, attached requests. It is irreversible by design: if you ask for deletion, do not count on a copy on our side to undo it.
The edge cases
You use your own number
There is nothing to port: remove forwarding and your line returns to its previous behaviour. That is immediate, and it happens from your handset without going through your account.
The number port is refused
A refusal usually comes down to an administrative detail: an account holder name or address that does not match exactly. Try again with the information exactly as it appears on the bill for that number.
You leave in the middle of a paid period
The Subscription screen states the period already covered and the date the service stops. Nothing is cut before that date: calls keep being answered until then.
You want to come back later
Nothing stops you, and your data is not held back to force the point. If you asked for deletion, it does not come back — that is what deletion means, and it is why it is requested separately.
If something does not work
You cancelled before removing the forwarding
Your calls risk falling into the void. Remove the forwarding right now from your handset: it is immediate and does not depend on your account.
The number port is refused
A port usually fails on an administrative detail: an account holder name or address that does not match exactly. Try again with the information exactly as it appears on the invoice.
The export is too heavy to download
Ask for it period by period rather than in one block. Audio recordings weigh far more than text.
You want to come back later
Nothing stops you, and your data is not held hostage to force the point. If you asked for deletion, it does not come back: that is what deletion means.
Frequently asked questions
What owners ask on the way out.
Do I have to write to you to cancel?
No. Cancelling happens from the Subscription screen, with no authorisation to request and no call to make. A company that makes leaving hard is admitting something about what it sells.
What does the export contain?
Your files, your requests, your transcripts, your appointments and your archived recordings. An export that cannot include everything names what it left out.
Do my calls stop right away?
The service stops on the date shown on the Subscription screen. Remove forwarding before that date so your calls come back to you rather than to a line that no longer answers.
Is there a termination fee?
No. There is no fixed-term contract, no exit fee, and no setup fee on the way in either.
How long does a number port take?
The timing is set by the two providers involved, not by us. Keep the service active during the process and ask the receiving provider to confirm the switchover date.
That is why porting comes before cancelling in the order of steps.
Can I export without cancelling?
Yes, whenever you like. The export is a right over your data, not a leaving formality.
After this
What explains your rights and what is counted.