How to cancel
Only the account owner can cancel. Other team members see "Only the account owner can change the plan or payment method."
- Go to Settings → Billing → Subscription.
- Click Cancel subscription at the bottom of the plan card.
- You'll see a 2–3 step flow:
- Step 1: Reason. Pick why you're leaving and click Continue (or Never Mind to stop). This isn't a gate; it just lets us learn.
- Step 2: Retention offer (sometimes). If you've never had one, you may see Save 20% for 3 months. Click Apply 20% Discount to stay, or No Thanks, Cancel to carry on.
- Step 3: Final Confirmation. It shows the date your subscription stays active until, that usage over your allowance and phone-number fees for this period go on a final invoice, and that you'll be on the Free plan after that. Click Yes, Cancel My Subscription.
Once confirmed, your plan card shows Cancelling and Cancels on [date]. You stay on your current plan until that date.
What happens after you cancel
| When | What happens |
|---|---|
| Day of cancel | Subscription marked "cancel at period end." Paid features keep working. No new charge. |
| Until period end | The AI keeps answering, calls keep flowing, every feature stays on. On an annual plan this is the end of the paid year, and each month's usage over the allowance is still billed monthly. |
| End of billing period | One final invoice covers usage over your allowance for the last period and that month's phone-number fees, charged to your card on file. Your account moves to the Free plan. |
| On the Free plan | The AI receptionist keeps answering, but only up to Free's 15 AI minutes a month; texting is limited to 100 texts a month; both then stop until the 1st, with no overage. Outbound campaigns and other calls the AI places pause, calls are no longer recorded, and practice email from your own sender stops. The website builder locks, but a published site stays online. Any custom allowances or price agreed with FrontDesk end; re-subscribing starts from the standard plan. |
| Phone numbers | Your first number stays free. We email you about any extras: with a card on file they're billed monthly; without one they're released 30 days after the email. See below. |
| Domains | Keep renewing yearly on your card while Auto-renew is on. |
| Ongoing | Call logs, transcripts, recordings, and appointments remain on the free plan. You can re-subscribe anytime and pick up where you left off. |
Pause? Not exactly. Here's what to do instead
There's no "pause for a month and resume" button. Practical alternatives:
- Downgrade to a smaller plan. If your usage is temporarily low (slow season, vacation closure, transition between practices), drop to the smallest plan that covers your real minutes. See Upgrade or downgrade your plan.
- Cancel and re-subscribe later. Data stays, settings stay. Phone numbers beyond the first are billed or released (see below).
- Contact support for a defined hold. If you have a specific reason (medical leave, practice sale in progress, etc.), email support with the date range. We sometimes accommodate this manually.
Keeping your phone numbers
The Free plan includes one phone number. After your plan ends:
- Your first number (the oldest one you haven't asked to release) stays yours at no charge.
- Extra numbers, with a card on file: we email the owner that extra numbers are billed monthly on the Free plan. Billing starts on the first of a month at least 7 days after the email, then each number is charged at the start of every month ($20 a month for a local number and $25 for toll-free by default). Nothing is charged for the time before the email.
- Extra numbers, no card (or the card declines): we email that the numbers will be released on a date 30 days out. They keep working until then. Adding a card under Settings → Billing, or upgrading, cancels the release on its own.
If you want to keep a number somewhere else, port it out to another carrier before it is released. The receiving carrier runs the port: give them the FrontDesk number and they'll handle the LOA.
If you originally ported your number in, you can port it back out the same way. See Port your existing number for the porting process from the other direction.
Domains
Domains you bought through FrontDesk are yours and renew yearly on your card on file while Auto-renew is on, whatever plan you're on. The Domains page needs a paid plan, so if you don't want the next renewal, turn Auto-renew off before your plan ends, or ask support. See Buy a domain.
I changed my mind
Before your cancel date: Settings → Billing → Subscription → Reactivate subscription. One click and you're back to a normal active state. Choosing a different plan also clears the cancellation.
After your cancel date: re-subscribe by choosing a plan in Settings → Billing → Subscription. All your historical data is still there.
What about my team's access?
Your team logins still work on the free plan, just with reduced features. If you want to close the account entirely, contact support. Closing stops calls, texts, online booking and the client portal, but records (clients, notes, appointments, payments) are kept for as long as medical-record law requires, and you can still download them.