How to Cancel a Service in the Comms Portal
Published:
Overview
The Cancel Service option in the Advanced tab allows partners to permanently terminate a mobile service directly from the Comms Portal. This action is irreversible — once a service is cancelled, it cannot be reactivated or undone. Partners must ensure they have the customer’s full consent and have verified the correct service before proceeding.
Steps to Cancel a Service
- Log in to the Comms Portal and navigate to Services from the left-hand menu.
- Select the service you want to cancel.
- Click the Advanced tab from the service menu.
- Scroll down to the Cancel Service section. A red warning banner will be displayed:
⚠️ Warning: Irreversible Action — Cancelling this service will permanently terminate it and cannot be undone. - Read the warning carefully and confirm you have the correct service selected.
- Click the red I Understand, Proceed button to initiate the cancellation.
- Navigate to the Activity tab on the service to monitor the cancellation order progress and confirm it reaches Complete status.
⚠️ Important: Before You Cancel
- Irreversible: Service cancellation is permanent and cannot be reversed once submitted. There is no undo or grace period.
- Verify the service number: Always double-check the phone number displayed at the top of the service page before clicking I Understand, Proceed.
- Active Travel Packs: If the service has an active Travel Pack, cancelling the service will immediately stop it. No refund applies for unused inclusions.
- Billing: Charges will continue until the cancellation order reaches Complete status in the Activity tab. Contact Comms Channel support if a cancellation appears stuck.
- Number portability: If the customer wishes to port their number to another provider, the port must be initiated by the receiving carrier before cancellation. Cancelling first will result in the number being released and lost.
- Do not resubmit: If a cancellation order is showing In Progress in the Activity tab, do not submit another cancellation request. Wait for the order to reach Complete.
Key Notes
| Item | Details |
|---|---|
| Where to find it | Services → select service → Advanced tab → Cancel Service section |
| Confirmation button | The red I Understand, Proceed button must be clicked to submit the cancellation — there is no additional confirmation step |
| Order tracking | Monitor cancellation progress via the Activity tab — status moves from Acknowledged → In Progress → Complete |
| Cannot be undone | Once submitted, a cancellation order cannot be reversed through the portal — contact Comms Channel support immediately if submitted in error |
| Advanced View | This feature is located in the Advanced tab and is not available from any other service view |
🎥 Watch the demo video below
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