How to cancel a service

You can cancel a service from My Services in the toolbox, and it will stop at the end of the period you have already paid for. You are not billed for the next term, and you can change your mind before that date.

That date is the whole shape of it. Nothing is switched off today, and nothing is charged again. The service runs exactly as it does now until the day you have already paid up to, which is the same date your renewal date comes from.

How to cancel a service

The My Services list showing four active services, each with its product name, service number and order date, a status of Active, the billing cycle, the next due date, and a Cancel control beside Move to annual where the plan offers it. — My Services. The Cancel control sits beside the renewal date on every row.

Open My Services and find the row for the service. Either list shows a Cancel control next to the renewal date, and pressing it opens a dialog rather than cancelling anything.

The dialog states three things before it asks you anything. The product name, the date it will end, and what termination actually does to that particular product. That last one is not the same sentence for every service, because ending a mailbox and ending a monitoring service are not the same event.

The Cancel this service dialog. A warning panel reads that the service will be terminated on 1 November 2026, the end of the term already paid for, and that nothing changes today. A second panel reads that once terminated it cannot be undone, and explains what that means for this product. Below are a reason dropdown, an optional free text field, a tick box reading I understand this is irreversible, and the buttons Keep my service and Request cancellation. — The dialog states the date and what ending this product does before it asks for a reason.

Then it asks why. The reason is a short list rather than a free box, with a second field for anything you want to add. The reason is read by a person. Submitting a cancellation also opens a support ticket so there is somewhere for that conversation to continue, and that ticket is the one place to say if your situation changes.

The last step is a tick box confirming you understand the termination cannot be undone. It is there so the record shows it was acknowledged rather than to be awkward about it.

What happens between now and the end date

Everything keeps working. Mail keeps being delivered, monitoring keeps running, reports keep arriving. The renewal date on the row is the last day you have paid for, and nothing about the service changes before it.

One consequence is worth stating plainly, because it surprises people. A cancellation does not bring a refund. You are inside a period you have already bought, so the period is honoured to its end. Cancelling is how you stop the next charge rather than how you get the current one back.

What termination does to each product

The dialog spells out the effect for the service you are cancelling, so read the red panel rather than a general article. As a rule, though, three of them need something from you beforehand.

Business Email is the one that needs the most care. The mailboxes on that domain are deleted on the termination date, including the mail stored inside them. If you have anything worth keeping, download it before that date, because after it there is nothing to download.

Mail Protection has an action attached rather than a consequence to accept. Filtering stops on the termination date, and if your domain's mail records still point at the filter then mail stops being delivered altogether. Point your mail records back at your own mail server before the date, and check that a test message arrives.

Monitoring and auditing services, which covers the EnterraMon and EnterraSEO products, stop collecting on the date and the sites are removed from the service. Your reports and history stay readable while the service is still listed, which is one reason not to delete it the same week.

Changing your mind

A cancellation is a request rather than a commitment, and the row reflects that. Once a request is on a service, its Cancel control becomes a badge reading Cancelling with the date it ends and the words keep it beside it.

Clicking that badge opens the request. It shows what was asked for, when it ends, and links the support ticket carrying the conversation about why. The main button is Keep my service, and pressing it withdraws the request. The service then simply continues, and it renews on the date it always would have. Your reason and the ticket remain on the record, which is deliberate. If something went wrong, we would rather know even after you decide to stay.

You can do this up to the termination date itself. There is no window that closes early and no fee for changing your mind.

Cancelling something with immediate effect

Ending a service today, rather than at the close of the period, is a support decision rather than a button. It is the right answer in a narrow set of cases, such as a duplicate order or a service that is failing in a way we need to investigate, and support will arrange the rest.

Everything else is the flow above. If you are not sure which one you need, open a ticket and describe the situation rather than cancelling and asking afterwards.

If the service has already ended

A terminated service cannot be restored by clicking anything in the toolbox, which is what the confirmation tick is about. If it ended by mistake or you need it running again, contact support. A service that was cancelled but has not yet reached its end date is different, and the badge above is where you keep it.