Canceling an Account or Agency

You may cancel an account, subaccount, or an entire agency 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 CallTrackingMetrics:

  • All tracking numbers will be released from the canceled account or subaccount.
  • Call history and data will be kept for 60 days.  You may log in to canceled accounts to review and export your data during this time.
    • If past 60days, you will need to open a new account 
  • Contact support to reactivate canceled agencies.  There is not an option to do this within your account once an agency has been canceled.
  • Fully canceling accounts is the only way to stop charges to your credit card.  Paused accounts, stopped accounts, or agency accounts that have not canceled at the agency level will still be charged for their regular subscription fee, monthly number renewals, usage, or any features with additional rates.
  • Remaining available balances are not refunded automatically.  Contact support to request your refund once your account is fully canceled.

If you wish to pause number swapping for your account without cancelling, 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 Single Account

Follow the directions below to cancel the subscription for a single account.

  1. Navigate to Settings → Account Settings.
  2. Use the left hand navigation or scroll down to the Status section.
  3. Click the orange Cancel Account... button on the right side of the page.
  4. A confirmation screen will appear.  Click Cancel Account to proceed with cancelation.
  5. Your account is now canceled.  You can reactivate your account at any time 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. If Customer would like to request a refund of the Available Balance, they must do so within 90 days by contacting info@calltrackingmetrics.com.

 

Canceling a Subaccount in an Agency

Follow the directions below to cancel a single subaccount within an agency.  Note that canceling all subaccounts will not fully cancel an agency.  If you are an agency owner and wish to completely cancel your subscription with CallTrackingMetrics, you will need to follow the directions for Canceling an Agency below.

If any subaccounts 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 a see a list of all subaccounts within your agency.  Click Edit next to the name of the subaccount you wish to cancel.
  3. Use the left hand navigation or scroll down to the Status section.
  4. Double-check that the correct subaccount name appears at the top right of your screen before you proceed.
  5. Click the orange Cancel Account... button on the right side of the page.
  6. A confirmation screen will appear.  Click Cancel Account to proceed with cancelation.
  7. Your subaccount is now canceled.  You can reactivate your subaccount at any time by clicking Reactivate Account in the Status section of the Account Settings page.
  8. After canceling an Account, the Available Balance will be preserved for 90 days. If Customer would like to request a refund of the Available Balance, they must do so within 90 days by contacting info@calltrackingmetrics.com.

To view and reactivate canceled subaccounts:

  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 to select Canceled subaccounts.
  4. Click Edit next to the name of the subaccount 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 subaccount is now reactivated.  You can now purchase tracking numbers and resume using the subaccount.

Once the Subaccount has been reactivated, if it has been 14 days or less since the cancelation 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 exceeded 14 days since the cancelation of the sub account. Please reach out to our Support Team at info@calltrackingmetrics.com to begin the processing of inquiring if the Tracking Numbers can be restored on the carrier level.  

 

Canceling an Agency

If you have an agency plan and wish to fully cancel your services with CallTrackingMetrics, follow the steps below.

If any subaccounts 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... button found on the right side of the General section of the page.
  3. A confirmation pop-up will appear.  Click Cancel Agency... to proceed with cancelation.
  4. On the next page, review the list of subaccounts still active within your agency.  If you wish to keep any of these accounts or move them onto separate subscriptions, do this first before canceling your agency.
  5. Please use the fields provided to let us know why you're canceling.  Your feedback helps us make CallTrackingMetrics better and is greatly appreciated.
  6. Click Cancel Agency.  Your agency and all remaining active subaccounts are now fully canceled.  If you need to reactivate your agency or any subaccounts, please contact support for assistance.
  7. After canceling an Agency, the Available Balance will be preserved for 90 days. If Customer would like to request a refund of the Available Balance, they must do so within 90 days by contacting info@calltrackingmetrics.com.
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