Subscriptions
Learn how to cancel an active subscription, or reactivate a cancelled subscription
Limitations
Businesses whose integration partners are on the Direct-Paid billing model can cancel and reactivate their subscriptions.
Businesses whose integration partners are on the Partner-Paid billing model can only cancel their subscriptions; reactivating a cancelled subscription requires reaching out to the integration partner.
How to Cancel Subscription
Businesses can cancel a phone number's subscription by following the steps shown below.
When a subscription is cancelled, the phone number remains active until the end of the month, meaning that it can still be used to send and receive messages. Once the month ends, the channel becomes inactive, meaning that it is no longer possible to send and receive messages.
Businesses can cancel their own numbers, while partners using the Partner-Paid billing model can request cancellations on behalf of their clients' businesses.
Click Manage WhatsApp Business Account.
Scroll down to find the Danger Zone section, and click Cancel Subscription.
Type CANCEL, and click the "Cancel subscription" button afterwards to proceed.
The phone number will remain usable until the end of the month. The phone number's active subscription expires at the end of the month, which is when the phone number becomes inactive. The subscription can be reactivated by following the steps shown under How to Reactivate Subscription.
Important: Refund the phone number's balance by following steps shown in our Funds guide: Refund Balance
Optional: This phone number will not be usable with the personal WhatsApp app, or the WhatsApp Business app until it is deleted from the WhatsApp Business Platform. To delete the phone number from the WhatsApp Business Platform, please follow the instructions shown in this link.
How to Reactivate Subscription
Businesses on the Direct-Paid billing model can reactivate a phone number's subscription by following the steps shown below. Businesses on the Partner-Paid billing model cannot reactivate their phone number's subscription, and must instead ask their 360Dialog Partner to reactivate their subscription.
Click Manage WhatsApp Business Account.
Click the Reactivate now button:
If the business's partner is in charge of the account's payments (meaning, if the business's account is on the Partner-Paid billing model), then the following message will be shown:
If the message above is shown on the 360Dialog Hub, please contact your 360Dialog Partner and request reactivation of your phone number's subscription.
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