Step by step
How to cancel
Cancellation is self-serve. You do not need to call or email anyone to stop being billed.
- 1
Open Plan
In the dashboard, open Plan. This is the same screen whether you are on Basic or Advanced navigation. - 2
Choose Cancel Subscription
The confirmation tells you the exact date service stops. Read it — that date, not today, is when anything changes. - 3
Keep using Kai until that date
Nothing about your calls changes yet. Kai answers, texts send, recordings and transcripts keep arriving, and you are not billed again. - 4
Turn off carrier forwarding before that date
This is the step people miss, and it is the one that strands callers. See Turn off forwarding yourself below.
If you only want to spend less, you do not have to cancel. Changing plans on the same Plan screen keeps your number, your settings, your history and your forwarding exactly as they are.
The real sequence
What happens, and when
Three distinct moments. Most confusion comes from treating them as one.
1. The day you click Cancel
Nothing stops. Your subscription is marked to end and you are not charged again. Every part of the product keeps working, and you can undo the cancellation from the same screen.
2. The end of your paid period — service stops
Kai stops answering. Your number is parked, not released: it is still registered to you, and callers who dial it hear a short recorded announcement instead of Kai. Your number still appears in the dashboard, marked as parked, for the whole window.
3. 30 days after that — release, and it is final
If you have not resubscribed, the number is released back to the phone carrier, your secretary configuration is deleted, and the number is removed from your account. A released number goes back into the carrier's general pool. We cannot get it back for you, and neither can support.
The 30-day window is measured from the moment service stops, not from the day you clicked Cancel. If you cancel on day 2 of a monthly period, you have the rest of that period plus 30 days. Release runs on a daily job, so it happens on or just after the 30-day mark — never treat the last day as a safe margin.
Do this yourself
Turn off forwarding yourself
If you pointed your existing business line at Kai with a carrier forwarding code, that code is stored by your phone company on your handset. Canceling KaiCalls does not reach it.
What goes wrong if you skip it
Your own business line keeps forwarding to a number that is no longer answering. Callers reach the parked announcement, and after release they reach whatever the carrier does with a recycled number. You will not see these calls anywhere, because they never reach us.
- Dial the undo code for your carrier from the business phone itself, and wait for the confirmation tone or message.
- Call your business line from a different phone and confirm your own phone rings.
- Do this before your paid period ends, so you can still tell the difference between "forwarding is off" and "the line is parked".
Your number
Keeping or moving your number
Which of these applies depends on where the number came from.
You kept your own number and forwarded it to Kai
The number was never ours. It stays with your carrier exactly as it is. Turn off forwarding and you are done — there is nothing to move.
KaiCalls gave you the number, and you want to keep it
Start a port with the carrier you are moving to, and start it early. A port is requested by your new provider, not by us, and ports routinely take one to three weeks. It must complete before the 30-day park window closes, because release is permanent.
You ported a number in, and now want it elsewhere
Same as above: your new provider submits the port. Email support@kaicalls.com for the account details they will ask you for.
There is no port-out button in the dashboard. Porting a number away is done entirely through the provider you are moving to, and we cannot start, submit or speed up that request on your behalf. Do not cancel early hoping to force it — canceling starts the release clock, it does not release the number to your new carrier.
What is kept
What happens to your data
Cancellation is a billing and phone event. It is not a delete-my-account button.
Kept
Your calls, recordings, transcripts, summaries, contacts, messages and voicemails stay in your account. You can sign in during and after the park window and read them.
Removed at release
After the 30 days, your phone numbers and your secretary's configuration are deleted, and the agents stop being assigned to your business. Coming back after that means setting Kai up again.
Deleting your account entirely
Canceling does not erase your account, and there is no self-serve delete-everything control. If you want your data removed, email support@kaicalls.com from the address on the account and say so — we will confirm it is you before acting. See the privacy policy for what we hold and why.
Coming back
Coming back
Your sign-in never stops working. What differs is whether your number is still there.
Inside the 30 days
Sign in, open Plan and resubscribe. You keep the same number, the same secretary settings and your history. Check the number reads as answering again before you re-enable forwarding — a plan being active is not the same as your line being back on calls.
After the 30 days
Your sign-in and your history are still there, but the number is gone. You will choose a new number, or port one in, and set Kai up again. Nothing you read on the Plan screen can bring the old number back.
Coming back is the moment to be suspicious of a hopeful-looking screen. Confirm your line by calling your business number from your own phone and hearing Kai answer. That is the only check that proves the phone network agrees with the dashboard.
Recovery
If something looks wrong
The common cases, and what actually fixes each one.
I canceled by mistake
If your paid period has not ended, reverse it on the Plan screen and nothing will have changed. If it has ended, resubscribe — inside the 30 days you get the same number back.
Callers say my line is dead
Two different causes. If your subscription is parked, that is expected until you resubscribe. If your subscription is active, forwarding is the likely culprit — see testing forwarding.
I resubscribed but Kai still is not answering
Billing and the phone network are separate systems. Give it a few minutes, then call your business number from your own phone. If it still does not answer, contact support with the number — do not assume a green screen means live traffic.
I still got charged
Open the billing portal from the Plan screen and check the invoice date against your cancellation date. If a charge landed after your cancellation took effect, email support@kaicalls.com with the invoice.
I am past the 30 days and want my number
A released number is back in the carrier pool and is not recoverable by us. Contact support anyway — sometimes we can tell you exactly when it was released, which is what a new carrier will ask.
I only wanted to pause for a slow season
Canceling to pause is the expensive way to do it, because the 30-day clock starts. Moving to a smaller plan keeps the number and the settings. Ask support before you cancel.