> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.
# 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
Navigate to **Settings → Billing** in your HoopAI dashboard. Only account owners and users with Billing permissions can cancel.
Scroll to the bottom of the billing page and click **Cancel Subscription**. You may also see this under **Settings → Billing → Manage Plan**.
HoopAI asks why you are leaving. Select a reason and optionally provide feedback. This step is required to proceed.
A summary screen shows your current plan, active features, contact count, and data that will be affected. Review carefully.
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
Navigate to **Settings → Billing → Change Plan**.
Choose the plan tier you want to downgrade to (e.g., from Pro to Starter). Review the [Plan comparison](/settings/plan-comparison) to understand the differences.
HoopAI shows you a summary of features and limits that will change. Pay attention to contact limits, workflow limits, and features you will lose.
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:
Your data is still available. To reactivate:
Use your original credentials to log in to HoopAI. You will see a reactivation banner.
Choose the plan you want to subscribe to. You can select any tier — you do not have to return to your previous plan.
Add a valid payment method. Your previous card on file may have been removed.
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.
After the 90-day retention window, your data has been permanently deleted. To return:
1. Create a new HoopAI account
2. Select a plan and enter payment information
3. Set up your account from scratch — contacts, workflows, funnels, and configurations must be recreated
4. If you exported data before cancelling, you can import contacts and re-upload files
Data deletion after 90 days is permanent and irreversible. There is no way to recover your account data after this period.
## 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
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.
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.
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.
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.
Yes. You can change your plan at any time. Upgrades take effect immediately with prorated billing. Downgrades take effect at the next billing cycle.
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.
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.