Knowledgebase

Closing your account

If you no longer need any of our services, you can close your client account yourself from the client area. Closing your account is not the same as cancelling a service. Cancelling a service ends one product or hosting package; closing your account retires the whole account, including your login.

What has to be true before you can close it

So that nothing is left running or unpaid, an account can only be closed when all of the following apply:

• No services still running. Every product and hosting package on the account must already be cancelled or terminated. Anything still showing as active, pending or suspended will stop the closure.
• No domain names still with us. Any domain registered or transferred through us must have expired or been transferred to another registrar. Domains that are active, pending, in their grace period or in redemption will stop the closure.
• No unpaid invoices. Anything unpaid, awaiting payment or in collections must be settled or cancelled first. If you believe an invoice is wrong, open a support ticket and we will sort it out before you close the account.
• No credit balance. If there is credit sitting on your account we cannot let you close it, because that money is yours. Contact us and we will refund it first.
• You are the account owner. Additional users and sub-accounts can use the client area but cannot close the account.

If any of these still apply, the Close Account page will tell you exactly which ones, so you know what is left to deal with.

Cancelling your services first

To cancel a service, go to Services, click the product, and choose Request Cancellation. You can ask for the cancellation to take effect immediately or at the end of the period you have already paid for. Once we have processed it the service will show as cancelled or terminated.

Domain names work differently. A registered domain cannot be deleted on request, so you either let it expire at the end of its registration period or transfer it to another registrar. Our article on transferring a domain away covers how to get the authorisation code.

How to close the account

1. Log in to the client area.
2. Click your name at the top right of the page and choose Close Account from the menu.
3. Read the summary on the page, tick the confirmation box, and click Close My Account.

What happens when you do

• You are logged out straight away and will not be able to log in again.
• Your invoices, support tickets and other records are kept for the period our legal and accounting obligations require. They are no longer visible to you once the account is closed, so if you want copies of your invoices, download them before you close it.
• If you want to use our services again later, get in touch and we will reopen the account for you rather than making you start from scratch.

If you would rather we did it

You are welcome to open a support ticket and ask us to close the account for you, and we are happy to help if any of the conditions above are getting in your way.