How to Cancel your TELAIR Account

Cancellation allows customers to end their service with TELAIR. The process includes a 30-day notice period, retention offers, and proper authorization to ensure a smooth transition.

Important Note: Once the account is terminated, the following items will be permanently removed and are not recoverable:

Call logs
Audit trails
Settings
Recorded calls
Voicemails
Faxes
Phone Numbers
All settings and related configuration

Before service ends, be sure to export all important data from your account portal.

30-Day Notice Period

When Does it Start?

The 30-day notice period begins from the date the cancellation form is submitted, NOT from when it’s authorized or processed.

Example:

Submit form: January 15
Service ends: February 15
Regardless of when form is processed

Important Note About Email

Emailing billing does NOT start the 30-day notice. The cancellation form is required as it collects all essential details for proper authorization.

Cancellation Process

Step 1: Submit Cancellation Request

Visit the cancellation form at /forms/cancel to begin the process. You’ll go through several steps:

Cancellation Reason:

Select your reason (pricing, features, service quality, competitor, business closing, other)
Provide details about your situation

Competitor Information (if applicable):

Competitor name and pricing
Upload competitor offer/quote (optional)

Step 2: Review Retention Offers

Before final cancellation, you’ll see retention offers based on your cancellation reason. These may include:

Discounts on current services
Service upgrades
Support improvements
Other benefits to address your concerns

You can choose to:

Accept an offer and schedule a retention call
Continue with cancellation

Step 3: Schedule Retention Call (Optional)

If you select a retention offer:

Choose preferred call date/time
Provide callback phone number
Retention team calls at scheduled time to discuss

Step 4: Complete Cancellation Form

If continuing with cancellation, provide:

Account number
Company name
Service address
Phone numbers to cancel
Requested cancellation date (or ASAP)

Step 5: Authorize Cancellation

Complete the authorization:

Confirm authority to cancel account
Agree to pay all post-cancellation charges
Provide digital signature
Complete captcha verification

Charges and Billing

Estimated Prorated Cancellation Fees

When cancellation is authorized, estimated prorated fees are charged immediately to your selected payment method.

What’s included in estimated charges:

Monthly service plan fees (prorated for 30-day notice period)
Recurring features (call forwarding, voicemail, etc.)
Equipment rental (if applicable)

What’s NOT included in initial charge:

Usage charges (calls, texts, data) - billed on final invoice
Toll-free fees - billed on final invoice
Long distance charges - billed on final invoice
Early termination fees (contract accounts) - separate notification

Payment Methods

Accepted payment method: Credit cards

Options:

Use existing card on file
Provide new credit card for final charges

Estimated fees are charged to the selected card upon cancellation authorization. For alternative payment arrangements, contact the billing team.

Final Invoice

Your final invoice is processed on the 1st of the month following your service termination date.

Final invoice includes:

Prorated charges through final service day
Outstanding usage charges
Toll-free and long distance fees
Any other applicable charges

Credit applied: The estimated cancellation fees already charged appear as a credit to balance the invoice.

Refunds

If a credit balance remains after all final charges are applied:

Refunded according to refund policy
Typically processed within 7-10 business days

Contract Accounts

If you have a term agreement:

You’ll receive a separate notification detailing early termination fees
Hardware return instructions will be provided
All fees outlined clearly before charges are applied
You must acknowledge understanding before proceeding

Porting Numbers and Cancellation

If Porting Numbers to Another Carrier

If you’re moving your phone numbers to a new carrier, you need to complete both processes:

Submit cancellation request (this form at /forms/cancel)
Submit port-out authorization (separate form at /forms/port-out)

See our Port-Out Authorization guide for detailed information.

Important requirements:

All outstanding balances must be paid in full before port authorization PIN is issued
You cannot port numbers with unpaid balances
Port-out form alone does NOT cancel your account - you must submit both forms

Timeline:

Submit cancellation form (starts 30-day notice)
Submit port-out authorization form
Receive PIN from TELAIR (1-2 business days)
Provide PIN to new carrier
Port completes (scheduled by new carrier)
Service disconnects for ported numbers

Canceling a Cancellation

You can cancel your cancellation request anytime before the service end date:

Use contact form to notify billing team
Request to stop cancellation process
Service continues normally
No penalty for changing your mind

Export Your Data Before Cancellation

Important: Complete this before your final service date, as account access is disabled after cancellation is complete.

Export from your account portal:

Call logs
Contacts
Recordings
Voicemail messages
Fax documents
Any other important data

Common Questions

Q: When does my 30-day notice period start? A: From the date you submit the cancellation form, not from when it’s authorized.

Q: Will I be charged after I submit the cancellation request? A: Yes. You’ll be charged prorated service fees through the 30-day notice period, plus any outstanding balances or usage charges. Estimated prorated cancellation fees are charged upon authorization.

Q: What if I have a contract or term agreement? A: You’ll receive a separate notification detailing early termination fees and hardware return instructions.

Q: Can I get a refund if I have a credit balance? A: Yes. Credits are refunded within 7-10 business days according to our refund policy.

Q: Can I cancel my cancellation request? A: Yes, anytime before your service end date. Contact the billing team to stop the process.

Q: What if I’m porting my numbers to another carrier? A: Submit both the cancellation form AND the port-out authorization form. You’ll receive a PIN to provide to your new carrier.

Port-Out Authorization - Transfer your numbers to another carrier
Number Porting (Port-In) - Bring numbers from another carrier to TELAIR

Need Help?

For questions or assistance with cancellation:

Contact Billing department at /contact
Submit cancellation request at /forms/cancel

If you have any questions or need further assistance, please do not hesitate to contact our Customer Support team.