You can cancel at any time. There is no minimum term on a standard Kixie account, though contract accounts have their own rules, covered below.
How to Cancel
- Email support@kixie.com and say you want to cancel.
- Complete the cancellation exit survey the team sends you.
Both steps are required. A cancellation request on its own does not stop billing. The account stays active, and billing continues, until the exit survey is completed. This is the single most common reason a customer believes they have cancelled and is then charged again.
If you have asked to cancel and are still receiving invoices or payment-declined emails, the survey is almost certainly outstanding. Reply to your existing ticket rather than opening a new one, and ask the team to resend it.
Cancel Before Your Next Bill Date
Subscription charges that have already been taken are not refunded. Cancel before your next bill date rather than after it. You can check that date at Billing > Subscription in the Kixie dashboard.
If You Want to Keep Your Phone Numbers
Say so in your first email, before anything is cancelled. At cancellation all phone numbers are released, and once released they cannot be recovered.
Moving a number to another provider is called porting out. It is arranged with the support team, who will give you the details your new provider needs. Two things matter:
- Your Kixie account has to stay active and paid until the port completes. If the account lapses mid-port, the port fails and the numbers are lost.
- Porting takes several business days and is largely driven by your new provider, so start it before you cancel, not after.
What Happens at Cancellation
- All phone numbers are released.
- All users and settings are erased.
- Dashboard access is disabled.
- Call recordings, transcripts and history go with the account, so export anything you need first.
If You Are on a Contract
Contract accounts can only downgrade or remove user licences in the last 30 days of the term. See Kixie Billing: Annual Contracts and Annual Bill Cycles.
Can I Pause Instead?
If you are cancelling because of a quiet period, a team change or a hiring gap rather than a problem with the product, say that when you email. Pausing is not self-serve, but the team can talk through options, and several customers who ask to cancel actually want to stop for a month or two.
Cancelling a Trial
Trial accounts have no card on file, so there is nothing to cancel and you will not be charged.
Other Ways People Ask This
Customers describe this as cancelling a subscription, closing an account, stopping billing, ending service, unsubscribing, downgrading to nothing, turning off auto renewal, or asking to stop being charged. They also ask how to cancel and keep their phone number, or how to pause instead of cancelling. All of those are answered above.
Related
Update Your Card, Fix a Declined Payment, or Cancel covers billing tasks. How does Kixie's billing work? has the full billing and cancellation policy.