Cancel Services

Only an admin can cancel services, send cancellation warnings, or revert a cancellation. An admin or staff user can approve or deny a pending cancellation request.

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Before You Cancel A Service

The panel sends each cancellation for background processing. It first requests an immediate cancellation. There is no option in the Broker Panel to choose a cancellation time. If the immediate cancellation fails, the panel can create an End of Billing Period cancellation request automatically. In this fallback case, the service stays active in the panel. The request needs review. A direct single-service cancellation sends the customer cancellation email if an active cancellation email template exists. It also sends notifications to broker users who enabled service cancellation notifications.

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Cancel One Service

1. Open Services.
2. Select Manage for the service.
3. Select Cancel Service in Danger Zone.
4. Enter the Cancellation Reason in the Cancel VPS dialog.
5. Select Cancel VPS.

The panel creates a cancellation request and queues the action. The success message confirms that the action was accepted. Background processing must confirm the cancellation before the service status changes to Cancelled. You cannot cancel a service while its status is Pending. You cannot submit another cancellation for a service that is already Cancelled.

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Cancel Multiple Services

Bulk cancellation processes each selected service separately. One failure does not stop the other selected services. You can select no more than 100 services in one bulk request.

1. Open Services.
2. Select the checkboxes for the services.
3. Select Cancel Selected.
4. Enter the Cancellation Reason in Bulk Service Cancellation.
5. Select Cancel N Services.

The Cancellation Results dialog separates the results into these groups:

• Successfully Cancelled means that the panel accepted the cancellation for processing.
• Sent For Review means that a cancellation request is already in progress.
• Failed to Cancel means that the panel did not accept that service cancellation.

The panel does not let you select a service with the Cancelled status. It also rejects a service with the Pending status during bulk processing.

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Send A Cancellation Warning

A cancellation warning does not cancel the service. It sends an email to the customer and creates an Approved request history entry with the type Cancellation Warning. You need an active cancellation warning email template. The customer service must have an email address. You cannot send a warning for a service with the Cancelled or Terminated status.

1. Open Services.
2. Select Manage for the service.
3. Select Send Cancellation Warning in Danger Zone.
4. Enter the Warning Reason.
5. Select Send Warning Email.

The panel includes the reason in the customer email. The template uses the service cancellation date when one exists. Otherwise, it uses the next billing date. If neither date exists, it uses Pending.

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Approve A Cancellation Request

A cancellation request can enter the panel with the Pending status. Approval queues the same immediate cancellation process. Approval does not wait for background processing to finish.

1. Open Requests.
2. Select Cancellation in the type filter.
3. Select View for the pending request.
4. Select Approve Request.
5. Select Approve Request in the confirmation dialog.

The request changes to Approved when the action is accepted for processing. The service stays in its current status until the system confirms the cancellation. To reject the request, select Deny Request. Enter a reason in Denial Reason. A rejected request has the Denied status, and the service stays unchanged. If processing needs manual review, the request can show NYCS Review. Do not resubmit the request.

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Revert A Cancellation

You can request a revert only during the seven-day grace period. The Cancellation Grace Period Active banner shows the remaining days on the cancelled service page. The banner is not available after the grace period ends, and it’s no longer possible to restore a client’s service.

1. Open the cancelled service from Services.
2. Select Revert Cancellation in the grace period banner.
3. Review the billing consequence in Revert Service Cancellation.
4. Select Revert Cancellation.

The panel creates a Revert request and queues the action. After confirmation, the service changes to Active. The panel clears the cancellation date and reason. The revert request changes to Approved after the service and billing updates finish. If the system cannot confirm the revert or finish the billing update, the request stays Pending or shows NYCS Review. Do not submit a second revert request.

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Status Reference