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Need to scale your plan or make changes to your subscription? 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

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Change your subscription

To change your current plan:
  1. Go to Dashboard > Settings > Billing
  2. In the Current plan section, click Manage plan
  3. 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
  4. Select the date when the new plan should take effect
  5. 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
Switching from annual to monthly billing: If you are currently on an annual plan, switching to monthly billing is not available through the self-serve plan change flow. The billing cycle toggle in the Dashboard only applies when moving from monthly to annual. To discuss switching from annual to monthly, contact Support or your account manager. Your annual commitment must be fulfilled before any billing cycle change can take effect.

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What happens to my bill when I reduce seats?

When you reduce the number of seats on your account, your subscription charge is recalculated based on the new seat count. The reduced charge applies from the start of your next billing cycle. If you reduce your seat count mid-cycle, the change takes effect on your next billing cycle. Your next invoice will reflect the lower seat count. If you believe you were overcharged for the period between the reduction and the billing date, contact Support with your invoice number and the date you made the change.

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To reduce your seats:

  1. Go to Dashboard > Settings > Billing
  2. In the Subscription and seats section, use the seat selector to lower the number of seats
  3. Confirm the change
Once the change is saved, your next invoice will reflect the updated seat count and the lower subscription total.

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How to confirm the change was applied

After saving, the Current plan and services summary on the right side of the Billing page will show the updated number of seats and the new per-cycle charge. You can also check your next invoice once it is issued, the seat count and per-seat price are listed in the subscription line item. If you requested a seat reduction through a CloudTalk team member (for example, via your account manager or support), ask for written confirmation that the change has been applied before your next billing date. If you do not receive confirmation, follow up before the billing date to avoid being charged at the old seat count.
Some charges on your account are billed on a different cycle from your main subscription. For example, the US Messaging Campaign Fee (A2P 10DLC) is a regulatory fee for US SMS messaging and is billed monthly, regardless of whether your subscription is billed monthly, quarterly, or annually. Reducing your seat count does not affect these separately billed fees — they continue at their usual rate.If you are unsure which fees on your account are billed separately, check the Add-ons and additional services section on the Billing page, or contact our support team.

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Cancel your subscription

To cancel your subscription:
  1. Go to Dashboard > Settings > Billing
  2. In the Current plan section, click Cancel subscription
    Before proceeding, you will see a summary of what will happen after cancellation, including:
    1. Permanent loss of your account data (such as call logs, recordings, and statistics)
    2. Loss of access to phone numbers and users
    3. No recovery option after cancellation
    4. Non-refundable credit and subscription charges
    You will also be asked to select the date when your cancellation should take effect.
  3. Click Continue with cancellation to proceed.
  4. 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 proceed. The offboarding call is a required step, but it does not cancel your account on its own. After the call, you must return to Dashboard > Settings > Billing and complete the cancellation steps above (including typing CANCEL and clicking Cancel account). Your account remains active and billable until you do.If no times are available before your next billing date, contact Support and we’ll help you complete your cancellation in time.

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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:
  1. Go to Dashboard > Settings > Billing
  2. In the Current plan section, you will see a warning that your subscription is due to end. Click Details & Options
  3. 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.

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FAQs

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What happens after your account is cancelled?

Once your cancellation takes effect, your account is closed. Here is what to know about your data, your phone numbers, and your options. When a cancellation is completed, your account data, including call history, recordings, contacts, and settings, is no longer accessible, and your CloudTalk phone number is released and generally cannot be recovered. If you want to keep a phone number, you must port it out before your cancellation takes effect. Once the number is released, porting it out may no longer be possible. See Porting Your Numbers Away From CloudTalk.

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Can I reactivate a cancelled account?

In some cases, reactivation may be possible if you contact our support team promptly. Both of the following conditions must be met:
  • Your account was cancelled within the last 30 days. Accounts closed for more than 30 days are considered permanently closed and are not eligible for reactivation.
  • All outstanding invoices are fully paid. Any unpaid invoices must be settled before reactivation can be processed.
If both conditions are met, contact Support and the team will check whether reactivation is possible for your account. If your account has been closed for more than 30 days, or you have unpaid invoices, reactivation is not available, and your phone number and account history cannot be recovered.

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What if I’m not eligible for reactivation?

If your account cannot be reactivated, you can open a new CloudTalk account at any time. Data, call history, and phone numbers from the old account cannot be transferred to a new one. To get started with a new account, visit cloudtalk.io.

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My account is disabled. Does that mean it’s cancelled?

No. A disabled account and a cancelled account are two different things in CloudTalk.
  • Disabled means your account has been suspended, usually because a payment could not be collected. Your subscription is still active, and any unpaid invoices remain valid and due. A disabled account is not the same as a cancellation, and charges already issued are still owed.
  • Cancelled means you (or a CloudTalk team member on your behalf) submitted a formal cancellation request through the dashboard or via support, and received a confirmation. Cancellation takes effect on the date you selected during the cancellation flow.
To restore access to a disabled account, settle the overdue invoice or update your payment method. Access is usually restored once the payment is processed. See Can’t log in to CloudTalk for details. If you believe your account should be cancelled but it shows as disabled, check your email for a cancellation confirmation from CloudTalk. If you did not receive one, your cancellation may not have been submitted. Contact Support with your account email and any details about when and how you requested cancellation. If you also have an outstanding invoice you believe was issued in error, include the invoice number so our billing team can review it.

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Can I pause my subscription instead of cancelling?

CloudTalk does not offer a self-serve pause option in the Dashboard. If you need to temporarily suspend your account while keeping your setup, phone numbers, and data intact, contact Support to discuss available options. A small monthly fee may apply to keep the account on hold.

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The admin who set up our account has left. How do we cancel?

Contact Support with your company name and the account email if you know it. Before making any changes, we’ll need to confirm you’re authorized to act on behalf of your company.

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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. If you believe you were charged after your cancellation should have taken effect:
  1. Contact our support team through the Support portal as soon as possible.
  2. 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)
  3. Our team will review the case and confirm whether a refund is applicable.

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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 5-10 business days for the amount to appear in your account.

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What if I’m charged at my old plan rate after requesting a downgrade?

If you requested a plan downgrade through a CloudTalk team member (for example, your account executive or support agent) and your next invoice still reflects the old plan, the change may not have been applied before your billing date. If this happens:
  1. Contact our support team through the Support portal.
  2. Include your account email, the invoice number, and details about when and how you requested the downgrade.
  3. Our team will review the case and, if the downgrade was confirmed but not applied in time, correct your billing accordingly.
To avoid this, always confirm with your CloudTalk contact that the plan change has been applied before your next billing date. If you have not received written confirmation, follow up before the billing cycle runs.

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How can I avoid unexpected charges?

Make sure your cancellation or plan change is completed before your next billing date, and keep any confirmation you receive. If you requested a cancellation or downgrade 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.
Need help or have a question? Just reach out through our Support portal — we’re here for you.