Cancel Dialpad.
Move your numbers out first.

How you cancel depends on your plan and license count.

Dialpad has two cancellation paths. Free trials, and month-to-month plans with 10 or fewer licenses, cancel in Admin Settings. Annual plans and accounts with more than 10 licenses cancel through Dialpad’s Customer Success Team. Dialpad’s Terms of Service also say you can stop the service at any time by emailing customersuccessteam@dialpad.com.

1. Port out any numbers you want to keep. Start the port first and let it finish before you cancel. On an annual plan, send your non-renewal notice on time even if the port is still running.
2. Check your plan and next bill. In Admin Settings, select Billing, then Billing Summary. The Current Billing tab shows your plan, billing period, next bill and licenses.
3. Monthly with 10 or fewer licenses: cancel in Billing Summary. An admin manages the cancellation from the same Billing Summary page.
4. Annual or more than 10 licenses: contact Customer Success. Dialpad’s Customer Success Team handles the next steps. Put the request in writing to customersuccessteam@dialpad.com so you have a dated record.
5. On a free trial? Cancel from the Billing Summary page in Admin Settings while you are still in the trial. If the trial was set up with a credit card, upgrading charges the card right away.

Dialpad bills every license, assigned or not.

Dialpad charges for all purchased licenses, even inactive and unassigned ones. Deleting a user does not remove the license. The license becomes unused and keeps billing until you remove it, and Dialpad says refunds will not be honored for licenses that were not removed after a deletion.

To remove licenses, an admin goes to Admin Settings, then Office, then Licenses, selects Remove Licenses or Remove Add-Ons, enters the number, selects Next, reviews and selects Remove Licenses. Removals happen at the end of the current billing cycle, and you can restore them before then at no extra charge.

On a contracted (invoiced) plan you won’t see the remove option. Dialpad says to contact your Customer Success Manager instead.

Port numbers out before you cancel.

Company and Office Admins start a port out at dialpad.com/portout. Enter the number and select Get Pin Number, or for several numbers go to Current Portout Numbers, select them, enter a 4 digit PIN and select Set Bulk Pin. Then give the new provider the PIN with your company name and account number (the Company ID) as shown on your invoice, your registered service address, any admin as the authorized user, and the number itself as the billing telephone number.

The details have to match your Dialpad account exactly. Porting a number out does not cancel your Dialpad account, so you still need to cancel once the port is done. International numbers and port problems go to porting@dialpad.com.

Annual terms renew on their own and bill to the end.

Under Dialpad’s Terms of Service, effective August 1, 2023, each term renews automatically for another term of the same length unless you tell Dialpad customer service you won’t renew at least 30 days before the current term ends, unless your order says otherwise.

If you end an annual plan early, you owe the charges for the rest of the annual term as if you had stayed, including taxes, fees and any disconnection fee, and you get no refund of the prepaid unused portion. Customers who signed a Master Service Agreement follow that agreement and their service order instead of the online terms.

Our Dialpad account [company name, Company ID] is on a [monthly/annual] plan with a term ending [date]. Please treat this as our notice of non-renewal and cancel the account at the end of the current term. We are porting [phone numbers] to a new provider and will confirm when the port is complete. Please confirm the cancellation date and any final charges by email.

Cancelling ends the account and its data.

Dialpad’s terms say that when an account ends, all information associated with it is deleted or destroyed under Dialpad’s Privacy Policy, and they tell you to back up first. Dialpad also says it is not obliged to store call logs, voicemails, faxes or messages, so export anything you need before you cancel.

Unused calling and international calling credits expire on the termination date and are not refunded, transferred or prorated. If you delete an account by mistake, contact Dialpad right away. It says it will try to help recover information but may not be able to.

Dialpad refunds only within 3 days.

Dialpad’s terms say fees are non-refundable unless otherwise agreed. Its cancellation FAQ makes one exception: if you cancel within 3 days of a credit card transaction, monthly or annual, it processes a refund. At 4 or more days into a monthly cycle there is no refund.

Annual plans are not refunded for unused months. Unused licenses are not refunded, though a license bought by mistake can be refunded if you contact Dialpad within 3 days. Dialpad’s billing FAQ sometimes describes the no-refund policy as applying to annual purchases, while its cancellation FAQ applies it to unused licenses too. Disputes over a charge must reach Dialpad in writing within 30 days of the charge.

• Dialpad: billing FAQs

Our Dialpad account [company name, Company ID] was charged [amount] on [date] by credit card. We cancelled on [date], within 3 days of that charge [or: we bought [number] licenses by mistake on [date]]. Please refund the charge to the card on file and confirm by email.

Huck counts the licenses and catches the term date.

Huck finds Dialpad receipts in your Gmail and texts you what you pay, how many licenses that covers and when the term ends, so licenses come off before the next cycle and a non-renewal notice goes out more than 30 days before the term ends.

When you say yes, Huck removes unused licenses or cancels in Dialpad’s Billing Summary, or sends the non-renewal notice or refund request to Dialpad from your Gmail, then checks the next bill. You handle the Dialpad sign-in and the number port with your new provider. Dialpad decides any refund.

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