Need to scale your plan or take a break? You can adjust or cancel your CloudTalk subscription at any time via the Billing page.
This guide walks you through the steps to upgrade, downgrade, or close your account.
User level: Admin
Change your subscription
To change your current plan:
Go to Dashboard > Account > Billing
In the Current plan section, click Manage plan
In the Available plans view:
Select a new plan (Starter, Essential, Expert, or Custom)
Choose your billing cycle (monthly or annual) in the top right
Select the date when the new plan should take effect
Click Confirm
Your plan will be updated based on the selected start date.
Important notes
Upgrades can take effect immediately or on a selected date
Downgrades or billing cycle changes may affect available features
Your current plan will remain active until the new plan takes effect
Cancel your subscription
To cancel your subscription:
Go to Dashboard > Account > Billing
In the Current plan section, click Cancel subscription
Before proceeding, you will see a summary of what will happen after cancellation, including:
Permanent loss of your account data (such as call logs, recordings, and statistics)
Loss of access to phone numbers and users
No recovery option after cancellation
Non-refundable credit and subscription charges
You will also be asked to select the date when your cancellation should take effect.
Click Continue with cancellation to proceed.
Select a reason for cancelling and can share any additional feedback if you’d like.
To confirm your decision, type CANCEL, then click Cancel account to complete the process.
Note: Depending on your plan, you may be prompted to book an offboarding call before your cancellation can be finalised. If so, you will see the option to schedule a call directly from the cancellation flow.
What if I'm charged after cancelling?
In most cases, CloudTalk subscription charges are processed automatically at the start of each billing cycle. If your cancellation was not applied to your account before the next billing date, for example because a cancellation request made through a CloudTalk team member was not processed in time, you may receive an unexpected charge.
What to do
If you believe you were charged after your cancellation should have taken effect:
Contact our support team through the Support portal as soon as possible.
Include the following in your message:
Your company name and account email address
The invoice number for the charge in question (visible in your billing confirmation email)
A brief description of when and how you requested the cancellation (for example, via a CloudTalk account executive or through the dashboard)
Our team will review the case and confirm whether a refund is applicable.
What to expect
Our team will review your case and respond in your ticket.
If a refund is approved, it is usually returned to the original payment method used for the charge (for example, the credit card or PayPal account). Depending on your payment provider, it may take a few business days for the amount to appear in your account.
Avoid unexpected charges
Make sure your cancellation is completed before your next billing date, and keep the cancellation confirmation you receive. If you requested cancellation through a CloudTalk team member and haven't received a confirmation, follow up before your billing date.
Important: According to our Refund Policy, CloudTalk services are billed in advance and are generally non-refundable. Charges resulting from a cancellation not completed before the billing date are not refundable. Charges resulting from a processing error on CloudTalk's side are reviewed and corrected case by case.
Revoke a cancellation request
If you have already submitted a cancellation request and changed your mind, you can revoke it directly from the Billing page, as long as the subscription has not yet ended.
To revoke a cancellation:
Go to Dashboard > Account > Billing
In the Current plan section, you will see a warning that your subscription is due to end. Click Details & Options
Click Revoke Cancellation
Your subscription will be reinstated and the cancellation request will be removed. You can also use Change date in the same menu if you'd like to adjust the cancellation date instead.
Need help or have a question? Just reach out through our Support portal — we’re here for you.