Cancel or downgrade your account

Whether you need to scale back or close your HoopAI account entirely, this page walks you through every step of the cancellation and downgrade process, including what happens to your data, features, and billing.

How to cancel your HoopAI subscription

Go to billing settings

Navigate to Settings → Billing in your HoopAI dashboard. Only account owners and users with Billing permissions can cancel.

Click Cancel Subscription

Scroll to the bottom of the billing page and click Cancel Subscription. You may also see this under Settings → Billing → Manage Plan.

Complete the cancellation survey

HoopAI asks why you are leaving. Select a reason and optionally provide feedback. This step is required to proceed.

Review what you will lose

A summary screen shows your current plan, active features, contact count, and data that will be affected. Review carefully.

Confirm cancellation

Click Confirm Cancellation. You will receive a confirmation email within a few minutes.

Cancellation cannot be undone after the data retention period expires. Export your data before cancelling if you may need it later.

What happens when you cancel

Item	What happens
Access	You retain full access to your account until the end of your current billing period
Workflows and automations	Continue running until your billing period ends, then stop
Scheduled messages	SMS, emails, and campaigns scheduled before the end date will still send
Websites and funnels	Go offline at the end of your billing period
Phone numbers	Released back to the carrier after your billing period ends. You cannot reclaim the same number after release
Custom domains	DNS records remain, but your sites stop serving content. Update your DNS to avoid dead links
Contacts and data	Retained for 90 days after cancellation, then permanently deleted
File storage	Files in media storage are retained for 90 days, then deleted
Integrations	OAuth tokens are revoked. Connected apps lose access
Team members	All user accounts under your subscription lose access
Invoices	Historical invoices remain downloadable for 12 months after cancellation

Phone number release timeline

Timing	Status
Day of cancellation	Phone numbers remain active through billing period
End of billing period	Numbers enter a 7-day hold period
7 days after billing period	Numbers are released to the carrier
After release	Numbers cannot be recovered — they may be reassigned to another customer

If you want to keep your phone numbers, consider downgrading to the Starter plan instead of cancelling. You will retain your numbers as long as your account is active.

How to downgrade to a lower plan

Go to billing settings

Navigate to Settings → Billing → Change Plan.

Select a lower plan

Choose the plan tier you want to downgrade to (e.g., from Pro to Starter). Review the Plan comparison to understand the differences.

Review the impact

HoopAI shows you a summary of features and limits that will change. Pay attention to contact limits, workflow limits, and features you will lose.

Confirm the downgrade

Click Confirm Downgrade. The change takes effect at the start of your next billing cycle. You keep your current plan’s features until then.

What you lose when downgrading

Review this table carefully before downgrading. If your current usage exceeds the lower plan’s limits, you will need to take action.

Area	What changes	Action required
Contacts	Lower contact limit (e.g., 25,000 → 5,000)	You must delete or archive contacts down to the new limit before the downgrade takes effect, or you will be unable to add new contacts
Users	Fewer included user seats	Remove users or purchase additional user add-ons
Workflows	Workflow limit may decrease (e.g., unlimited → 5)	Deactivate workflows beyond the new limit. HoopAI will pause excess workflows automatically, starting with the most recently created
Funnels/websites	May be limited to 1 on Starter	Excess funnels become inactive (not deleted). Upgrade to reactivate
Pipelines	May be limited to 1 on Starter	Additional pipelines become read-only
Custom domains	Fewer domains included	Excess domains stop serving content. Remove or purchase add-on domains
API access	May lose API access entirely on Starter	API calls return `403 Forbidden`
Membership sites	Not available on Starter	Members lose access. Content is retained but not served
AI features	Conversation AI, Reviews AI, Workflow AI may not be available on lower tiers	AI features are disabled. Historical AI-generated content is retained
Audit logs	Retention period decreases	Older logs are archived and may become inaccessible
Custom branding	Not available below Enterprise	Platform reverts to default HoopAI branding
Priority support	Not available below Enterprise	Support response times revert to standard SLA

No data is deleted when you downgrade. Features are disabled or limited, but your content, contacts, and history remain intact. If you upgrade again later, everything is restored.

Pause option

If you need a temporary break, HoopAI may offer a pause option instead of full cancellation:

Pause detail	Description
Duration	1–3 months (select during pause setup)
Cost	Reduced fee (typically 10–25% of your plan cost) to maintain your data and phone numbers
Access	Read-only — you can log in and view data but cannot send messages, run workflows, or make changes
Data retention	All data, contacts, workflows, and configurations are preserved
Phone numbers	Retained during the pause period
Auto-resume	Your account automatically reactivates at the end of the pause period and resumes normal billing

The pause option is available during the cancellation flow. When you click Cancel Subscription, look for the Pause Instead button before confirming cancellation.

Not all accounts are eligible for pausing. The option may not appear if your account has outstanding balances or has been paused within the last 6 months.

Reactivation after cancellation

If you cancelled and want to come back:

Within 90 days
After 90 days

Your data is still available. To reactivate:

Use your original credentials to log in to HoopAI. You will see a reactivation banner.

Select a plan

Choose the plan you want to subscribe to. You can select any tier — you do not have to return to your previous plan.

Enter payment information

Add a valid payment method. Your previous card on file may have been removed.

Confirm reactivation

Click Reactivate Account. Your data, contacts, workflows, and configurations are restored. You can start using HoopAI immediately.

Phone numbers released during cancellation cannot be recovered. You will need to provision new numbers.

Data export before cancelling

Before cancelling, export all important data:

Data type	How to export	Location
Contacts	Contacts → Export — download as CSV	Includes all custom fields, tags, and notes
Opportunities	Opportunities → Export — download as CSV	Pipeline and stage data included
Conversations	Conversations → Export — download chat/email history	Available for the last 12 months
Workflows	Take screenshots or document logic — workflows cannot be exported as files	No native export format
Funnels/websites	No native export — take screenshots and save page content manually	Copy text/images before cancelling
Media files	Media Storage → Download — bulk download your uploaded files	Images, videos, documents
Reports	Reporting → Export — download as CSV or PDF	Historical analytics data
Invoices	Settings → Billing → Billing History → Download	PDF invoices available for 12 months post-cancellation
Calendar data	Export as ICS from Calendars → Settings	Appointment history included

Start your data export well before your billing period ends. Large exports (especially media files) may take time to complete.

Final invoice and proration

Scenario	Billing behavior
Cancel mid-cycle	No prorated refund. You retain access through the end of your billing period.
Downgrade mid-cycle	No prorated refund. You keep the higher plan through the end of the cycle, then the lower plan starts.
Outstanding usage charges	Any usage-based charges (SMS, phone, AI, etc.) incurred before cancellation are billed on your final invoice.
Add-on charges	Active add-ons are billed through the end of the current cycle.
Annual plan cancellation	No refund for remaining months on an annual plan. Access continues through the end of the prepaid term.

Your final invoice is generated at the end of your last billing period and includes any outstanding usage-based charges. It is charged to your payment method on file. Download it from Settings → Billing → Billing History.

Frequently asked questions

Can I get a refund if I cancel early?

HoopAI does not offer prorated refunds for early cancellation on monthly or annual plans. You retain access to all features through the end of your paid period.

Will my phone numbers be ported to another provider?

You can request a number port before cancellation. Go to Settings → Phone Numbers, select the number, and click Request Port-Out. You must initiate this with your new provider before your billing period ends and the number is released.

Can I cancel just one account location?

If you manage multiple accounts or locations, you can deactivate individual ones without cancelling your entire subscription. Go to Settings → Accounts and select Deactivate on the specific account.

What if I have an annual plan and want to cancel?

Annual plans are non-refundable. If you cancel, you retain access through the end of your prepaid 12-month term. After that, the account follows the standard cancellation process outlined above.

Can I downgrade and then upgrade again later?

Yes. You can change your plan at any time. Upgrades take effect immediately with prorated billing. Downgrades take effect at the next billing cycle.

What happens to my custom domain DNS records?

Your DNS records are not modified by HoopAI. When your sites go offline after cancellation, your domain will show an error page. Update your DNS records to point elsewhere or remove the CNAME entries to avoid confusion.

Is there a contract or minimum commitment?

Monthly plans have no minimum commitment — cancel anytime. Annual plans require a 12-month commitment. Enterprise plans may have custom terms outlined in your service agreement.

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Cancel or downgrade your account

How to cancel your HoopAI subscription

What happens when you cancel

Phone number release timeline

How to downgrade to a lower plan

What you lose when downgrading

Pause option

Reactivation after cancellation

Data export before cancelling

Final invoice and proration

Frequently asked questions

​How to cancel your HoopAI subscription

​What happens when you cancel

​Phone number release timeline

​How to downgrade to a lower plan

​What you lose when downgrading

​Pause option

​Reactivation after cancellation

​Data export before cancelling

​Final invoice and proration

​Frequently asked questions

How to cancel your HoopAI subscription

What happens when you cancel

Phone number release timeline

How to downgrade to a lower plan

What you lose when downgrading

Pause option

Reactivation after cancellation

Data export before cancelling

Final invoice and proration

Frequently asked questions