Canceling and restarting your subscription
How to cancel from inside the CRM, what happens to your wallet balance, and how to come back later when you want to take calls again.
How to cancel
- Log into the CRM.
- Click the wallet icon in the top-right corner.
- Choose the option to cancel your subscription.
- If you have more than one subscription listed, cancel each one you no longer need.
Why this matters
You have to cancel when you stop using the platform. The system does not automatically know you’ve stopped — if the subscription is still active, it renews. That’s the most common reason agents see a charge after they thought they’d stopped.
Can support cancel for me?
Sometimes, yes. But the normal expectation is that you cancel it yourself through the CRM.
Restarting later
- Log back into the CRM.
- Restart your subscription.
- Once active again, you can begin taking calls.
Your wallet is tied to your email, not to the subscription — any unused balance is still there when you come back.
Refundability
Monthly subscriptions are generally non-refundable. A one-time courtesy refund may be granted in some cases, but it’s the exception, not the standard policy.
If your renewal charge failed
If a renewal failed for insufficient funds or a balance issue, support can sometimes retry it using your wallet balance or the card on file once the issue is resolved.