Suspend, resume, cancel, and terminate

Every VICIfast server moves through a simple lifecycle: it runs, it can be powered off for non-payment, it can be cancelled, and eventually it is deleted. This guide shows where each button lives and exactly what happens when you press it — including the two states (Past due and Suspended) that happen to you rather than by you. About five minutes, no technical knowledge needed.

Where the buttons live

1. Click Servers in the left sidebar.
2. Click your server’s name.
3. Look at the button row at the top-right of the page. Click the ⋮ (three dots) icon at the far right.

The menu opens in two groups. Subscription holds Change / upgrade plan, Manage addons, and Cancel subscription. Recovery holds Hard reset and Factory reset. Only the account owner sees this menu — team members never do.

Cancel at the end of the billing period (the normal way)

This schedules the cancellation. Nothing stops today.

1. Open the ⋮ menu and click Cancel subscription.
2. A dialog opens — titled Cancel subscription, or Cancel auto-renewal if you prepay from your wallet. Under Why are you cancelling?, pick the closest reason. Depending on the reason, we may show a one-time offer — take it or ignore it, your call.
3. Leave When? on At the end of the billing period (recommended).
4. Click the red Cancel subscription button.

What happens next: the status pill on your server turns amber and reads Cancel scheduled, and a banner at the top of the page shows the exact end date. Everything keeps working — dialing, agents, recordings — until that date, and we email you a confirmation. On the date itself we take a final backup, email you the download link, then delete the server. Billing stops there; you are never charged again.

Changed your mind? Resume the subscription

1. Open the ⋮ menu again. While a cancellation is scheduled, the red Cancel subscription line is replaced by Resume subscription.
2. Click it. A green "Subscription resumed" message appears and the pill goes back to Active.

You can do this any time before the period ends, as often as you like. Nothing was interrupted, so there is nothing to set up again.

Cancel now (immediate — destructive)

Same dialog, different radio. This deletes the server within the hour.

1. Open the ⋮ menu and click Cancel subscription.
2. Under When?, choose Cancel now. The dialog warns: "Server destroyed within the hour. Backup link emailed first. No refund. No undo."
3. Type the server’s full hostname into the confirmation box (for example demo.vicifast.com). The red button stays disabled until what you type matches exactly.
4. Click Cancel now and delete, then confirm the browser pop-up.

We immediately back up your database and call recordings and email you a download link — valid for 7 days, so download it. The server itself is destroyed within the hour and its subdomain goes back into the pool. Unused days are not refunded. If what you actually want is a fresh, empty dialer on the same server with the subscription intact, that is Factory reset, not cancel — see the Factory-reset a server article in this help center (/help/factory-reset).

Past due and Suspended — when a payment fails

There is no suspend button anywhere; suspension is what happens automatically when your renewal payment fails. The sequence:

1. The charge fails. The pill turns amber Past due and a warning banner ("Payment failed") appears on your dashboard. The server keeps running.
2. On the next hourly check we power the server off. The pill turns red Suspended. Dialing stops, agents are signed out, and VICIdial admin and the recordings on the box become unreachable. Your data stays safe on the disk.
3. We email you every day with the deletion date. If payment still has not succeeded 7 days after the first failure, the server is terminated — same outcome as Cancel now above, backup email included.

Does billing continue while suspended? Yes — suspension is not a pause. Your subscription stays open and the unpaid invoice keeps retrying. If you meant to stop paying, cancel instead (either way above).

Getting back online

1. Click the banner’s Update payment method (or Pay now) button — it takes you to the Billing page. You can also click Billing in the left sidebar.
2. Under Payment method, click Open Customer Portal and update your card. If you prepay from your Wallet, top up the wallet instead.
3. That is all — there is no "power on" button to press. The moment a payment succeeds we power the server back on automatically. The pill shows Resuming for a minute or two, then Active, and we email you that service is back.

If the pill ever reads Resume failed, our automatic retries also failed. This is rare and almost always on our side — open a ticket (Tickets in the left sidebar) and we will bring the box up for you.

Terminated — the end state

After deletion the pill reads Terminated and the server page turns read-only: past reports and the audit log stay visible, but the box itself no longer exists. Your final database dump was sent to the email on file at termination time. Terminated is forever — there is no undo and no restore button.

Good to know

• Only the account owner can cancel or resume — the ⋮ menu is hidden from team members entirely.
• Suspension never pauses billing. Cancel at period end is the only way to stop paying while keeping your data until the date.
• Cancel now forfeits the days you have already paid for. Mid-month and just want out? At-period-end is the cheaper exit.
• The final backup link expires after 7 days. Download it even if you think you will never need it.
• Factory reset ≠ terminate. Factory reset wipes and rebuilds the same server (same IP, subscription continues); terminate deletes the server and ends billing.
• The screenshots here are from our demo server — your hostname and dates will differ.