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Cancel an 8x8 Account or Service

Updated: 09/09/2024

Objective

Cancel an 8x8 account in full, or cancel an extension or partial service.

Applies To

  • 8x8 Accounts & Services
Note: This does not apply to 8x8 Express. See Cancelling an 8x8 Express Account.

Important Service Cancellation Stipulations

  • Advanced Notice Required: At least thirty (30) days advance notice is required for cancellation of service prior to the contract end date. This includes raising a cancellation case, speaking with a cancellation agent, and receiving a confirmation of cancellation (date of the cancellation will be specified in the email).
  • Contract Buy Out Fees or Early Termination Fees: Fees may apply for customers cancelling during their contract term. Cancelling at the end of your term is recommended to prevent buyout fees. For more information, see Will I owe a fee if I cancel my account?
  • Port Your Numbers Out: If you are leaving 8x8 and want to keep your phone numbers, be sure to port your phone numbers away from 8x8 before submitting your cancellation request. See How to Port Numbers Away From 8x8.  Note: Porting your 8x8 numbers to a different carrier does not constitute or trigger 8x8 service cancellations.
  • Flex Plan Devices: Customers who participate in the Flex Plan (lease Poly phones), will need to contact 8x8 for an RMA. It is the customer's responsibility to return the phones prior to cancellation to avoid being billed after cancellation.
  • Partial Cancellations: Unassign any licenses you are cancelling. See Assign, Change, or Remove a License in 8x8 Admin Console.

Procedure

Initiating a Cancellation Request

Only certain admin users will have access to the Cancel Services option. If you're experiencing issues or are unable to see the button, call +1 (866) 879-8647 and press 1, then 4 at the audio prompt or contact Billing Support.
  1. Identify what services you would like to cancel and when you would like the cancellation to take effect (at least 30 days out). Cancellations are done within 30 days after the cancellation case is created. Please advise us if you would like to have the services cancelled on a different date.
  2. Log in to your 8x8 Support Portal.
  3. Hover over the Billing header and select Cancel Services from the menu.
  4. Complete the cancellation request form.
  5. Once the form has been submitted we may request that you contact us so we can gather any remaining necessary information to process your cancellation.

Cancellation Details Finalized

Once your request is submitted, a cancellation expert will review your case and reach out via email regarding any of the following pieces of information:
  • Verify security passphrase on the account.
  • Services that are being cancelled.
  • If there are any contract buyout fees or early termination fees for the cancellation. 
  • Any additional steps that must be taken prior to cancellation specific to your account.

Completing the Cancellation

After all details are confirmed you will receive a email from your Cancellation expert including:
  • The date your services are set for cancellation.
  • Any contract buyout fees that may be charged based on your contract term. For Information on any contract buyout fees, review our terms and conditions.
  • What happens after your services cancel.

Services Cancelled

On your cancellation date, you will receive an email letting you know that your services have been cancelled. Services will no longer be available and any assigned phone numbers will ring busy. We provide a 30-day grace period where you can restore your service if needed by responding to the cancellation emails.

Post Cancellation

  • The cancelled services will be removed on the next billing cycle.
  • Any contract buyout fees will be applied to the next month invoice after the services are cancelled. 
  • You will get one last email at the end of your 30-day grace period letting you know that your services or account will not be accessible after a certain date.

Additional Information

  • We do not prorate services after cancellation. If your services are active during the month for which you are cancelling, you will be billed for the entire month of services.
  • Refer to 8x8's current Terms and Conditions (sections 2.1, 2.3.1, 11, and 12) for more information.