Close your account or move to another IT provider – IT Solver Support

You can close your IT Solver account, or move your IT services to another provider. You cannot close the whole account in the dashboard. A person at IT Solver does it with you. This article tells you what to do first, what happens to each service, and what you still pay.

Before you start

Ask an Owner of your business to send the request. Closing an account includes domain transfer codes and Owner changes, and only an Owner can ask for these. See Who can ask IT Solver for changes, and how we check it is you.
We check who you are before we make a change. Send the request from an email address or phone number that we have on file for you.
Some data is deleted when a service ends. Decide where your email, files, website and backups go before you cancel anything. See What happens to each service.
If you move to a new IT provider, set up the new services first. Then cancel the old services. This stops a gap in your email, website or phones.

Close your account

Email support@itsolver.net or phone 07 3123 6000. Tell us that you want to close the account or move to another provider. Tell us the date that you want to leave, and the name of your new provider if you have one.
Get the domain password for each domain that you move. See Domains.
Download a full backup of each website that has web hosting with us. See Web hosting.
Tell us which backup data you need a copy of, and which phone numbers you want to keep. Do this before the service ends.
Stop or cancel each service, or ask us to do it. See Cancel or reduce a service: notice, refunds and your data.
Pay any open invoices and download the tax invoices that you need. See Last invoices.
Remove the dashboard's access to Microsoft 365. See Remove IT Solver's access to your systems.
Remove your team's access to the dashboard. See Remove your team from the dashboard.

When a service ends, IT Solver helps you take a copy of your data and move it. Work beyond simple export help is quoted. If a supplier deletes data when a service ends, we tell you when before it happens.

What happens to each service

Domains

You can move a domain to another provider at any time. The new provider needs the domain password.
Only an Owner can get the domain password in the dashboard. Go to Domains, open the domain, then select the Registration settings tab. Select Send verification code. We send a 6-digit code to the registrant email on file. Enter the code in Verification code, then select Reveal domain password.
The code expires after 10 minutes and works only once. If you type an incorrect code, send a new code. You can ask for a code up to 5 times in one hour. If you cannot get email at the registrant address, contact us.
This panel does not show while a transfer is pending. See Get your domain password to move a domain away.
Do not let a domain expire before the move. An expired domain can stop working and become available to others.
After the move, IT Solver stops billing the domain at the end of its current billing period.
Registry fees cannot be refunded after the registration or renewal is made.
If you keep a domain but do not want it to renew, see Turn domain auto-renew on or off.

Microsoft 365

A monthly term: a cancellation starts at the end of the current month.
A yearly term lasts 12 months and is paid in advance. You cannot end it early. You can stop it at the end of the term.
Within 7 days after a purchase or a renewal, you can cancel a product early with Request immediate cancellation. You get a credit for the unused part of the term after Microsoft credits us. To remove only some licences in this time, contact us. After this window, there is no pro-rata refund, and the change takes effect at the end of the billing period.
Before you cancel, contact us. Tell us where your email and files go, so that your email does not stop.

To stop a yearly term at its end, go to Microsoft 365, then Licences. In the Action column for the product, select Stop renewal. Then select Stop renewal again to confirm. The licences stay active until the end of the term. For more, see Cancel or reduce a service: notice, refunds and your data.

Google Workspace

A Flexible (monthly) plan: when you cancel in the dashboard, your Google Workspace billing with IT Solver ends when Google confirms the change. It does not wait until the end of the month. Google moves your subscription to billing directly with Google. Read the message in the cancel dialog before you confirm. It tells you when billing stops and if you get a credit.
An Annual plan lasts 12 months. You cannot remove licences until the year ends. To cancel it, contact us.
Before you cancel, contact us. Tell us where your email and files go, so that your email does not stop.

See Get Google Workspace and manage its licences and billing.

Web hosting

When you cancel web hosting in the dashboard, the hosting stops when the cancellation is confirmed. The website files, databases and other hosting data are deleted at the same time. Nobody can get the data back after cancellation.
Download a full backup in cPanel before you cancel. Keep it on a device that you control. See Sign in to cPanel and reset its password.
Website care plans end at the end of the paid period.

See Cancel web hosting. To give a new web developer your website code, see Give a web developer access to your website code.

Backup

When you cancel a backup service, the backup data is deleted at the end of the paid period.
If you need a copy, ask us before then.

Business phone

Business phone is billed monthly, with no lock-in contract.
To keep a phone number with your new provider, tell us before we cancel the service.

Support plan

An Owner or IT manager can select Cancel plan on the Tech Support page. The plan stays active until the next renewal, then does not renew.
If the plan already has an end date, the page shows Ends and the date, and there is no Cancel plan button. See Sign up for, check or cancel a support plan.

Last invoices

When you cancel a recurring service, the change starts at the end of the current billing period. We do not refund part of a billing period, unless the Service Terms or the law say otherwise.
Invoices are due 7 days after the invoice date.
If you have a card on file, we charge it automatically on the invoice date.
To see what you owe, select Billing in the sidebar. In Invoice history, select Outstanding. See When invoices are due and what happens if you pay late.
To download tax invoices for your records, see Download a tax invoice and see what you owe.
To pay by bank transfer, go to Billing. In Wallet, select Bank transfer and save it. The bank details then show under Bank transfer. Only a person who can update the payment method can change this choice. If you pay by card, you can pay the last invoice by card instead. See Pay by bank transfer. If you have not seen these bank details before, please verify them by calling 07 3123 6000 and choosing menu 1.

To ask about a charge or a refund, see Ask about a charge or get a refund.

Remove IT Solver's access to your systems

You can remove our access to your Microsoft 365 at any time. An Owner or IT manager selects their name at the bottom of the sidebar, then selects Settings. In Connected apps, select Disconnect in the Microsoft 365 row. To remove our access in Microsoft too, a Global Administrator deletes the IT Solver MSP Dashboard app in Microsoft Entra. See Connect the dashboard to your Microsoft 365.

Do this after your last change in the dashboard. Disconnect stops the dashboard using Microsoft 365. After that, you cannot manage your Microsoft 365 users or mailboxes in the dashboard.

Remove your team from the dashboard

Select your name at the bottom of the sidebar, then select Account access. Open the menu on the person's row, select Remove access, then confirm. See Change a role, remove access or resend an invitation.

An Owner can remove any person, but not the last Owner.
An IT manager can remove only Web designer and Billing only people. To remove an Owner or an IT manager, ask an Owner.
You cannot remove your own access.
A business must always have one Owner.
Removing dashboard access does not delete the person's Microsoft 365 or Google Workspace account.

Examples

You sold the business and the new owner uses their own IT provider

The new owner wants the domain, email and website moved to their provider.

To fix it: as an Owner, email us with the leave date and the new provider's name. Get the domain password for each domain, and give it only to the new provider. Download a full website backup before the hosting is cancelled. Pay the last invoices.

Your new IT provider asks for your domain transfer code

Your IT manager cannot find the domain password in the dashboard.

To fix it: only an Owner sees Reveal domain password. Ask an Owner to do the steps in Get your domain password to move a domain away. We never ask you to read a transfer code to us on the phone.

You want to leave, but your Microsoft 365 is on a yearly term

Your yearly term has 5 months left.

To fix it: contact us with your email move plan. Then go to Microsoft 365, then Licences, and select Stop renewal two times for the product. You pay until the end of the term. See Cancel or reduce a service: notice, refunds and your data.

You cancelled your backup service and then need an old file

The paid period has ended.

To fix it: contact us now. We tell you if any data is still available. Next time, ask us for a copy before you cancel.

Still have a problem?

Questions? Email support@itsolver.net or phone 07 3123 6000.