To cancel Dialpad, open Admin Settings and use the in-dashboard cancellation option if you’re on a monthly plan with ten or fewer licenses; if you’re on an annual plan or have more than ten licenses, you’ll need to contact Dialpad’s Customer Success Team to process the cancellation.1Dialpad. Cancel Your Dialpad Account Before you do either, port your business phone numbers to a new provider and export your call data. Skip those two steps and you can lose numbers permanently and lose access to records you may still need.
Port Your Numbers Before You Cancel Anything
This is the costliest mistake people make. You cannot port a number out of a closed Dialpad account. Dialpad’s own guidance is explicit: do not cancel your current service before the port request succeeds.2Dialpad. Porting FAQs
Your new carrier initiates the port, not Dialpad. They’ll ask you for a few things from your Dialpad account:
- A porting PIN, generated at dialpad.com/portout. Enter each number and select “Get Pin Number,” or select multiple numbers and set a bulk PIN.3Dialpad. Port Out Dialpad Numbers
- Your account number (Company ID), in the invoice section at dialpad.com/billing.3Dialpad. Port Out Dialpad Numbers
- Your service address, under Admin Settings, then Office Settings, then Registered Location for Emergency Calls.3Dialpad. Port Out Dialpad Numbers
- An authorized username, which can be any admin on the account.3Dialpad. Port Out Dialpad Numbers
U.S. local number ports typically take about seven days, though mismatched information can stretch that to two weeks. Toll-free numbers run five to ten business days. If you need a specific port date, give your new carrier the request at least seven to ten business days ahead. Porting U.S. and Canadian local or toll-free numbers out of Dialpad is free; international numbers carry a fee.2Dialpad. Porting FAQs
Export Your Call Data While You Still Have Admin Access
Once the account is deactivated, you lose the ability to pull records on demand. Dialpad holds your data internally for 180 days after cancellation before deleting it, but held is not the same as accessible.4Dialpad. Data Retention Policy
To export analytics and call data, open the Admin Portal, select Analytics, filter the date range and users you want, select Export (.csv), choose the report type, and select Send Report. Dialpad emails you a link to download the file.5Dialpad. Export Your Analytics Data Call logs are available by default on all plans; Standard plan users have a narrower set of export options.
Voicemail recordings, call recordings, and text message logs are not exportable by default. You have to contact Dialpad’s Customer Care Team to enable each of those export types before you can pull them.5Dialpad. Export Your Analytics Data Start that request early. Enabling the features takes time, and you want room for a second pass if the first download comes back incomplete.
Canceling Through the Dashboard: Monthly Plans With Ten or Fewer Licenses
If you’re on monthly billing with ten or fewer licenses, cancellation is self-serve. Open Admin Settings, find the option to cancel or delete the account, and follow the prompts to confirm. The system will ask you to confirm before processing. You should see an on-screen confirmation and receive an email confirmation for your records.1Dialpad. Cancel Your Dialpad Account
Canceling an Annual Plan or an Account With More Than Ten Licenses
Annual plans and accounts with more than ten licenses don’t have a self-serve cancellation option. Dialpad’s Customer Success Team handles these directly. Reach out through the contact page or support portal to start the process. If you have a dedicated account manager, contact that person; these agreements often include custom terms that have to be processed manually.1Dialpad. Cancel Your Dialpad Account
Dialpad Meetings Is a Separate Cancellation
Dialpad Meetings, the video conferencing product, cancels on its own flow. Individual users and admins with five or fewer licenses can cancel from the Meetings dashboard: open the Account menu, scroll to the bottom, and select either “Cancel my business plan” or “Delete my account,” then follow the prompts. Admins with six or more licenses have to contact the Customer Care Team.6Dialpad. Cancel a Meetings Account
If You Just Need Fewer Seats, Reduce Licenses Instead
You don’t have to close the whole account to cut costs. In Admin Settings, go to Office, then Licenses, and choose “Remove Licenses” or “Remove Add-Ons.” Enter the number to drop, review, and confirm. Removed licenses stay active until the end of the current billing cycle, so you keep access through month-end.7Dialpad. Manage Dialpad Licenses
On a contracted (invoiced) plan, the “Remove Licenses” option won’t appear. Your Customer Success Manager has to adjust the count.7Dialpad. Manage Dialpad Licenses
Refunds: What You Can and Can’t Get Back
Dialpad’s refund policy is narrow. Annual plans are not refundable. The annual rate is discounted against monthly billing, and the trade-off is a full-year commitment. If you cancel an annual plan mid-term, you don’t get money back for the unused months.8Dialpad. Dialpad Cancellation and Refund FAQs
There is one exception: a three-day window. Cancel within three days of the transaction date, and Dialpad will process a refund on both monthly and annual plans charged to a credit card. Outside that window, no refunds, transfers, or prorations.8Dialpad. Dialpad Cancellation and Refund FAQs
Unused calling credits and international calling credits expire the moment the account terminates. They can’t be refunded, transferred, or prorated either.8Dialpad. Dialpad Cancellation and Refund FAQs If you’re sitting on a meaningful credit balance, use it before cancellation takes effect.
What Happens to Your Data After the Account Closes
Dialpad retains your data for 180 days after cancellation, then permanently deletes it. The clock starts on the termination date, not the date you submit the request.4Dialpad. Data Retention Policy
Treat cancellation as permanent for your purposes. The 180 days is for Dialpad’s internal data handling, not a grace period for you to log back in and pull files. You will not have dashboard access during that window. Anything you might need later has to come out before the account closes.