How do I cancel or close my account?

We understand that there may come a time when you no longer need to use our service. If your decision is related to pricing, service, or a product issue, we would genuinely welcome the opportunity to discuss this with you first. In many cases, a brief phone conversation allows us to review your rates, clarify functionality, or resolve issues quickly so we can continue supporting your business.

That said, if you decide to proceed with closing your account, the steps below must be completed before we can process the request.

Steps Required Before Account Closure

To ensure a smooth and secure closure, all of the following actions must be completed:

1. Cancel all active, paused, or errored direct debits
   This includes any scheduled or pending debits to ensure no future payments are attempted.

2. Remove all links or references to our Hosted Pages and API
   This includes removing payment links from your website, emails, invoices, applications, or any other customer-facing materials.

3. Deactivate all user accounts and API credentials
   All portal users and API keys must be disabled to prevent further access or transactions.

Once these steps have been completed, please contact our support team by email or phone to formally request account closure.

Important: We are unable to cancel an account until all of the above steps have been completed.

Officeholder Verification Requirement

For security and compliance reasons, we are required to speak directly with an Officeholder (Director listed on the account) before closing an account.

This verification step helps ensure:

• The closure request is authorised

• There is no unintended disruption to business operations

• All compliance and regulatory obligations are met

If the Officeholder is not the person making the request, we will need to arrange a call with the Director linked to the account before proceeding.

What Happens After Cancellation

• Once the account is cancelled, you will only be billed for payment fees related to transactions that have already been successfully processed.

• If no further payments are processed, no additional payment fees will apply.

• No new transactions can be created after cancellation.

Access After Cancellation

After the account closure is processed:

• You will no longer be able to sign in to the client portal

• Access to reports, transaction history, and settings will be removed

Please ensure you download or save any reports, transaction data, or other information you may need for your records before requesting cancellation.

If you would like assistance completing any of the required steps, or if you wish to discuss your account before closing it, our team is happy to help.