Cancelling is immediate to request but not immediate in effect — your paid access runs to the end of the current billing period, and you can reactivate at any point before that date. Two things do happen straight away, though, and both cost or save you money, so read the phone-number section before you click.
How to cancel
- Go to Settings → Organization settings → Billing. Only the organisation owner can do this.
- Click Cancel subscription.
- Review the summary — it shows your last day of paid access.
- Click Yes, cancel subscription to confirm.
Your billing page then shows the scheduled cancellation date, and no further subscription charges are made after the current period ends.
Before you cancel: stop usage-based billing
Subscription charges stop by themselves at period end, and AI answers come out of your prepaid credit wallet rather than an invoice. But voice minutes and newsletter emails keep accruing until the plan actually expires, and once accrued usage crosses a threshold Yaplet may invoice it mid-cycle, repeating as more piles up. So before you cancel:
- Switch off the AI agent. Each brand has at most one, and you turn it off at Brand → (your brand) → Vex → Personality.
- Pause or stop active newsletter campaigns and email automations — the feature formerly called workflows.
- Decide about your phone numbers — see the next section, which is not what most people expect.
What happens to your phone numbers
Cancelling from the dashboard releases every phone number immediately, not at period end. The unused portion of each number's current rental cycle is credited to your Yaplet account balance, and the setup fees are not refunded. This is deliberate — waiting until period end would keep charging you for numbers on a plan you have already left, which is especially painful mid-way through an annual cycle. It also means the numbers are gone: reactivating before the cancellation date brings your plan back but not the numbers, which have already been handed back to the provider. Note that deleting a voice agent or deleting a brand does not release numbers; only releasing them, or cancelling, does.
What stays free after cancellation
When the billing period ends, your account moves to the Basic (free) plan. You keep:
- All your conversation history and data
- Your knowledge base articles
- 1 brand, and the 1 chat widget that shares its allowance
- 1 team member seat and 1 Vex AI agent
- Up to 100 AI answers a month, counted across the whole organisation rather than per widget
- Newsletter with up to 1,000 subscribers — sending switches to the free plan's prepaid-only mode, drawing on your credit balance
Features the Basic plan does not include — AI phone, product tours, outreach campaigns and so on — are paused rather than deleted. Resubscribe and they come back.
What if a payment fails instead?
A failed payment is not the same as cancelling. The subscription goes Past due and the charge is retried while you keep working. If it is never collected the account falls back to the free plan. Nothing is deleted at that moment, but if the free plan's smaller limits leave you over on something you get a notice giving you 24 hours to reduce, after which Yaplet can remove the excess by hand — never your brands. Your phone numbers, meanwhile, are handed back to the provider with no credit for the unused days. That is the one respect in which drifting into non-payment is worse than cancelling on purpose.
Unused Yaplet credits
A positive credit balance is not forfeited when you cancel. It stays on the account, and it is still there if you subscribe again later. It is not paid back to you, though: under the Terms of Use our fees are non-refundable and we do not credit unused allowances, so a refund is not something we can promise. If you are left holding an unusually large balance, contact support — we will look at it case by case.
How long your conversations are kept changes
This is the consequence people miss. Yaplet deletes conversations automatically once they have been inactive for a set period, and that period depends on your plan: three years on a paid plan, 120 days on the free plan. Cancelling moves you onto the shorter clock, so conversations that were comfortably inside the three-year window can start expiring soon after. If you need the history, export it before you cancel. The full schedule is in What Yaplet deletes automatically.
Reactivate before the period ends
- Go to Settings → Organization settings → Billing.
- Click Reactivate subscription.
- Confirm. Your subscription carries on with no interruption, no new charge, and the same billing cycle. Once the cancellation date has passed it is too late — you would need to subscribe again.
See also: Plans & pricing to compare what is available on the free plan.