Canceling an Account or Agency

NOTE: CTM Technical Support is unable to cancel an account or agency on behalf of a customer. If you encounter any difficulties while following the instructions outlined below to cancel your account or agency, please reach out to our Technical Support team. Be sure to provide details regarding the specific step in the process where you are experiencing challenges, so we can assist you effectively.

You may cancel a standalone account or an entire agency, as well as close a sub-account at any time by going to the account settings page within the Status panel.  Here are some important things to know about canceling accounts in CTM:

• All tracking numbers will be released from the canceled account or sub-account.
• Call history and data will be kept for 60 days. During this time, you may log in to canceled accounts to review and export your data.
  • If it's past 60 days, you will need to open a new account 
• To reactivate an agency within 60 days, follow the instructions below.  
• Fully canceling your account is the only way to stop charges to your credit card.  Paused accounts, stopped accounts, or agency accounts that have not been canceled at the agency level will still be charged their regular subscription fee, monthly number renewals, usage, or any features with additional rates.
• The remaining available balances are not refunded automatically. Once your account is fully canceled, contact support to request a refund.
• Only an Agency Administrator can cancel an agency.
• Only an Agency Administrator or Administrator can close a sub-account.
• Only an Administrator can cancel a standalone account.

Click the links below to skip to a section:

• Canceling a Standalone Account
• Canceling a Sub-Account in an Agency as an Agency Administrator
• Canceling a Sub-Account in an Agency as an Administrator

If you wish to pause number swapping for your account without canceling, follow the instructions here.

If you wish to stop incoming calls and pause number swapping for your account, follow the instructions here instead.

Canceling a Standalone Account

Follow the directions below to cancel the subscription for a single account. This applies to Performance, Marketing Lite, Essentials, Pro, and Starter plans.

1. Navigate to Settings → Account Settings.
2. Use the left-hand navigation or scroll down to the Status section.
3. Click the orange Close account button on the right side of the page.
4. A confirmation screen will appear. 
   • Click the Proceed to Cancel Account button to proceed with cancellation.
5. The account is now canceled. However, you can reactivate it within 60 days by clicking Reactivate Account in the Status section of the Account Settings page.
6. After canceling an Account, the Available Balance will be preserved for 90 days. To request a refund of the Available Balance, please submit your request through the ticket portal within 90 days.

Canceling a Sub-Account in an Agency as an Agency Administrator

Follow the directions below to cancel a single sub-account within an agency.  Note that canceling all sub-accounts will not fully cancel an agency.  If you are an agency owner and wish to cancel your CTM subscription completely, you must follow the directions below for canceling an agency.

If any sub-accounts within your agency would like to take ownership of their accounts and move them out of your agency, follow the steps to transfer accounts instead.

1. Navigate to Settings → Accounts.
2. Here, you will see a list of all sub-accounts within your agency.  Click Edit next to the name of the sub-account you wish to cancel.
3. Double-check that the correct sub-account name appears at the top right of your screen before you proceed.
4. Navigate to Settings → Account Settings.
5. Use the left-hand navigation or scroll down to the Status section and click the red Close Sub-account button.
6. A confirmation pop-up will appear.   Click Close Sub-account to proceed with cancellation. This page will also list the tracking numbers that will be released if the sub-account is closed.
7. The sub-account is now canceled.  You can reactivate your sub-account within 60 days by clicking Reactivate Account in the Status section of the Account Settings page.

Canceling a Sub-Account in an Agency as an Administrator

1. While in the account you want to cancel, navigate to Settings → Account Settings. 
2. Scroll to the Status section and click the Close Sub-Account button. 
3. A confirmation pop-up will appear.   Click Close Sub-account to proceed with cancellation. This page will also list the tracking numbers that will be released if the sub-account is closed.
4. The sub-account is now canceled.  You can reactivate your sub-account within 60 days by clicking Reactivate Account in the Status section of the Account Settings page.

NOTE: Canceling the sub-account will not cancel your agency or any other sub-accounts. If you would like to cancel the entire agency along with all remaining sub-accounts, you can do so within your Parent Settings page by navigating to Settings Parent Settings Status.

After canceling an Account, the Available Balance will be preserved for 90 days. To request a refund of the Available Balance, please submit your request through the ticket portal within 90 days.

To view and reactivate canceled sub-accounts:

1. Navigate to Settings → Accounts.
2. Click the filter button in the top left corner of the page.
3. In the panel that appears, use the drop-down menu to select Canceled sub-accounts.
4. Click Edit next to the name of the sub-account you wish to reactivate.
5. Use the left-hand navigation or scroll down to the Status section.
6. Click the Reactivate Account button on the right side of the page.
7. The sub-account is now reactivated.  You can now purchase tracking numbers and resume using the sub-account.

Once the Sub-account has been reactivated, if it was canceled within 14 days, you can restore the released Tracking Numbers. 

1. Navigate to Menu >> Numbers 
2. Click Tracking Numbers
3. Click Released Numbers in the top right of the page
4. Click Restore next to the Tracking Numbers you would like to restore. 

If it has been more than 14 days since the sub-account was canceled, please contact our Support Team through the ticket portal to initiate the process of inquiring about restoring the Tracking Numbers at the carrier level.  

Canceling an Agency

If you have an agency plan and wish to cancel your services with CTM in full, follow the steps below.

If any sub-accounts within your agency would like to take ownership of their accounts and be moved out of your agency, follow the steps to transfer accounts before canceling.  Canceled agencies cannot be restored from within your account.  You will need to contact support if you wish to reactivate a fully canceled agency.

1. Navigate to Settings → Parent Settings.
2. Click the orange Cancel Agency Account & All Sub-Accounts button on the left side of the Status section of the page.
3. A confirmation pop-up will appear.  Click the Cancel Agency button to proceed with cancellation.
4. On the next page, review the list of active sub-accounts within your agency.  If you wish to keep any of these accounts or move them to separate subscriptions, please do so before canceling your agency.
5. Please use the fields provided to let us know why you're canceling.  Your feedback helps us make CTM better and is greatly appreciated.
6. Click Cancel Agency.  Your agency and all remaining active sub-accounts are now fully canceled.  If you need to reactivate your agency or any sub-accounts, please contact support for assistance.
7. After canceling an Agency, the Available Balance will be preserved for 90 days. To request a refund of your Available Balance, please submit a request through the ticket portal within 90 days.