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.
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 |
How to downgrade to a lower 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.
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 |
| White-label | 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 |
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:
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.
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 |
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?
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?
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 sub-account?
Can I cancel just one sub-account?
If you manage multiple sub-accounts (e.g., for different clients or locations), you can deactivate individual sub-accounts without cancelling your entire subscription. Go to Settings → Sub-Accounts and select Deactivate on the specific account.
What if I have an annual plan and want to cancel?
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?
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?
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?
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.