Cancelling a Plan

How to request a plan cancellation and what happens to your numbers and account.

If you no longer need one of your plans, you can ask us to cancel it from the Plan tab. Cloudspire organizes your account into product lines, for example Voice and AI, so you can cancel one line and keep the other, or cancel everything.

Cancelling is a request, not a one-click switch-off. Because cancelling affects your billing and your phone numbers, the Cancel this plan button opens a request to our Customer Service team, who finalize it with you. Your service keeps running until they do.

Requesting a cancellation

Log in to the customer portal at portal.cloudspirevoice.com/portal/ and open the Plan tab.
Find the product line you want to cancel and click Change plan on its card. This expands the plan options for that line.
Below the plans, choose Cancel this plan.
Confirm the request. We open a Customer Service ticket and reach out to finish the cancellation with you.

You need Plans/Services access to request a cancellation, the same permission required to change a plan. See Plan for who has it.

What happens when a plan is cancelled

Billing for that plan stops generating new charges. Cancellation requires a 60-day notice, so any invoice already issued for that plan (including an advance invoice for an upcoming period) remains valid and owed. No new invoices are generated after the cancellation.
Your other plan keeps running. If you have both Voice and AI, cancelling one leaves the other completely unaffected.
The plan's phone numbers are released. Numbers tied to the cancelled plan return to the available pool. If you want to keep a number, tell us when you request the cancellation.

The grace period

If you cancel your last plan (so your account has no active service) your account is not removed right away. It enters a grace period first, giving you time to come back. During the grace period, a banner at the top of the portal shows exactly how many days remain before the account is permanently removed.

To keep your account, add a plan again before the grace period ends. If nothing is reactivated, the account and its data are permanently removed when the grace period expires.

Cancelling one plan vs. closing your account

Cancelling a single plan ends only that line of service and leaves the rest of your account in place. Closing your account entirely (removing the voice platform and all of its data) is a separate, permanent action handled by our team. If that is what you want, mention it when you contact us.

Moving your numbers to another carrier

Moving your numbers to another provider is called a port-out, and your new carrier runs it from start to finish: they submit the request, receive the transfer date, and complete the move. You need nothing from Cloudspire to port out. Cloudspire does not use a customer-facing account number, PIN, or passcode and does not produce a customer service record (CSR) or a letter of authorization, so there is nothing to look up in the portal and nothing to request from our team. Give your new carrier the numbers, your company name as it appears on your Cloudspire account, and your business address; if their form insists on an account number, enter the main phone number you are moving.

A port-out is not a cancellation. Moving your numbers away does not end your plan, and billing continues until you cancel, so if you are leaving Cloudspire, request the cancellation from the Plan tab as described above, or open a support ticket from the Support Tickets tab (the New Ticket button). Your numbers and your service keep working until the transfer completes. Every other port-out question, including timing, balances, and what happens to a number after it leaves, is answered on the Porting FAQ.

Need help?

Our Customer Service team handles every cancellation personally, so you can always reach out with questions about timing, your numbers, or keeping part of your service. Open a request from the Plan tab or contact support, and we will take it from there.