Short answer
To stop paying for a service, remove it in the Enfonica Console. Delete phone numbers you no longer need, and switch SIP plans to Pay-as-you-go. Deleting a project doesn't cancel what's in it, so remove its numbers, commitments, and SIP domains first.
- Applies to
- Billing, Phone Numbers, Cloud SIP
- Who can do this
- An Owner or Editor on the project
On this page
Before you start
- If you're moving numbers to another provider, don't delete them. They need to stay on your account until the port is complete.
- If your business signed an agreement with Enfonica that includes a minimum term, check it first. It sets out what applies if you cancel early.
What stops billing
Each service is billed until you remove it. To cancel, remove each service that has a fee. To see what's still being charged, open your latest invoice. Its later pages list every charge by project.
| Service | How to stop paying for it |
|---|---|
| Phone number | Delete the number. Its monthly fee stops, and calls to it stop too. |
| SIP plan (Starter, Business, or Per user) | Change the SIP domain's plan to Pay-as-you-go. The plan isn't charged again at its next monthly date. |
| Number commitment | Go to Phone Numbers > Commitments. For the commitment, select Modify, and then select Cancel commitment. A commitment is charged even when you don't use every number in it, so deleting numbers alone doesn't reduce it. |
| Teams Direct Routing channels | Lower the channel limit on the SIP domain. If you no longer need the SIP domain, delete it. |
| Calls and SMS | You're charged only for what you use, so there's nothing to cancel. |
| Flow | Flows have no monthly fee. Calls through a flow are charged per use, and so are a few steps, such as routing by location. There's nothing to cancel. |
Remove services before you delete a project
Deleting a project doesn't cancel what's in it. The Console won't delete a project that still has phone numbers, number commitments, SIP domains, or port-in requests in progress. You remove each of these yourself first. That way, deleting a project by mistake can't cut off a business's calls.
If you try to delete a project too soon, the Console says Can't delete project and lists what's left. Remove those items by using the steps in this article. Delete the project last.
If your invoice still shows charges for a project you deleted some time ago, contact us with the project ID shown on the invoice.
Delete a phone number
Deleting a number disconnects it, and you might not be able to get it back. A deleted number goes into quarantine and can later be given to someone else. If you're moving the number to another provider, don't delete it. Instead, see Port a number away from Enfonica.
- In the Enfonica Console, open the project that has the number.
- Go to Phone Numbers > My numbers, and then select the number.
- At the top right of the page, open the three-dot menu, and then select Delete. The Console shows the number and asks you to confirm.
- Check that it's the right number, and then select Release. The number is removed from your project.
Calls made up to that point are billed on your next invoice as usual. If you deleted a number by mistake, see Delete a phone number, or get one back.
Switch a SIP plan to pay-as-you-go
A SIP plan with included calls renews each month on the day you started it. When you switch to pay-as-you-go, the plan stops renewing, and outgoing calls are charged per call.
- In the Console, open the project, and then go to Cloud SIP.
- Select the SIP domain.
- In Bundle plan, select Edit.
- In Choose your bundle, select Pay-as-you-go, and then select Save. Bundle plan now shows Pay-as-you-go plan.
If you no longer need the SIP domain, you can delete it. Deleting a SIP domain can't be undone, and calls through it stop. To delete it, at the top right of the SIP domain's page, open the three-dot menu. Select Delete SIP domain, and then select Delete.
What you'll still be billed
After you cancel, one more invoice arrives at the start of the next month. It covers usage and fees up to the day you canceled. Monthly fees are charged in advance. So a fee charged earlier in the month is on that invoice, even if you canceled the service a few days later.
When nothing is active, no new charges are added. Any balance left on the account is still owed. An unpaid balance of more than $1 triggers overdue reminders, so make sure you pay it in full.
Close your account
When you've removed every service and paid your final invoice, contact us and ask us to close the account. Tell us the company name on your invoice. We'll confirm when it's done.
If you pay automatically, keep your card on the account until the final invoice is paid, so that the final payment can go through. You can't delete the primary card in the Console. If you want it removed, mention it when you ask us to close the account.
Check that it worked
- Under Phone Numbers > My numbers, make sure the numbers you deleted are no longer listed.
- For each SIP domain you kept, make sure Bundle plan shows Pay-as-you-go plan.
- On your next invoice, make sure there are no new monthly fees for the services you removed. If you still see one, contact us with the invoice number.
What to send us
Include these so we can look at your account straight away.
- Your company name, as it appears on your invoice.
- The invoice number, if your question is about a specific invoice.
- What you expected to see, and what you saw instead.
Our support team are telco specialists, backed by the engineers who run the network.
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