Cancel your eConnect account or subscription: what happens to your data and invoices.
You can cancel your eConnect account at any time or change your subscription to the free Invoice Portal. Below you can read how it works and what happens to your data.
Did you receive an email about "e-invoicing and Peppol authorisation" and want to revoke it? First check which type of authorisation it is. Cancelling your entire account is not always necessary.
Do you only use the free Invoice Portal to send invoices manually? Then revoking a direct-debit mandate is not required in order to keep invoicing. You can leave it in place or revoke it, as you prefer.
Do you want to receive invoices via Peppol (for example from a municipality)? Do not revoke your Peppol registration. See Peppol registration and migration for the correct route when switching to another provider.
Are you still cancelling your entire account? Note: that automatically revokes all your Peppol registrations and ends the environment. If that is not what you intend, use the table above to find the right self-service path.
Before cancelling, it is worth checking three things:
Want to change from an extensive subscription with a higher price per document to a simpler subscription, for example the Invoice Portal where you can only send for free? Go to My environment > Change subscription and select the desired level.
First disable document receiving in the Details of your organisation if applicable, and remove all connections after revoking the keys. These functionalities are not automatically lifted during a subscription change; the platform shows a warning about this.
After the change, you can still send invoices manually via Peppol and your existing invoices remain available in the archive.
Want to cancel your account entirely and have your Peppol registration removed? The platform offers a self-service cancellation feature that allows you to start the process yourself. The cancel button is visible for the account administrator. With a custom arrangement, the cancel button may not be available; in that case, contact support.
Open My environment on the platform. Your balance must be 0 or higher before you can cancel. If a negative balance has blocked your environment, the platform shows an error message and you cannot complete the cancellation process. Top up to a non-negative balance first. Tip: at least about € 0.34 (€ 0.341) above the negative balance, because the top-up invoice is charged against the new balance. Topping up to exactly zero can make the balance negative again. Only then can you cancel. This also applies if the block was caused by unintentionally receiving invoices via Peppol.
Click the cancel button. The platform checks whether there are any non-activated organisations in your environment. If so, you are given the option to remove these first.
Select which organisations you want to cancel. You can only select organisations for which you are also an organisation administrator.
If you select all organisations, the platform offers two options:
Option 1: Stop immediately
The platform immediately makes the following changes:
Option 2: Migrate
No changes are made on the platform. Choose Migrate if your new provider can take over a migration code. You do not request the code separately on the form. After the form, Finance clearance and superadmin support follow. You then receive the migration code per identifier by secure email from TechSupport.
Confirm your choice. The platform processes the cancellation.
After cancellation you will no longer receive invoices via Peppol. Your existing invoices remain available for the duration of the retention period (7 years by default for Basic, Professional and Enterprise, 2 years for the Invoice Portal).
The standard exit activities are included in the service at no extra cost. This means that data export in open formats (JSON, XML, CSV), Peppol deregistration and deactivating integrations are carried out without additional charges.
If eConnect needs to perform active work during the cancellation process, such as migration guidance, knowledge transfer sessions or custom data transformation, this is invoiced at the standard consultancy rate of € 145 per hour. This applies to all customers, regardless of contract type or platform.
The cancellation period is in your contract and the terms and conditions. That period differs per subscription and is often 3 months. SLA subscriptions remain cancellable monthly.
Did you cancel too late and has the renewal or subscription invoice already been sent? That invoice was justified. A credit note is then not an automatic right. Crediting is an exception only after sales approval.
This is separate from prepaid credit. Prepaid credit is not refunded (terms and conditions, art. 5.4).
If the self-service flow does not work, or if you have a custom arrangement where the cancel button is not available:
support@econnect.eu from the email address registered as account administrator.Support then sends you a cancellation form (ZOHO) via a secure link. With it you record your choice per organisation and agree to the consequences. The form, in the platform or via ZOHO, is always the start. Email, a ticket or a phone call without a completed form does not complete the cancellation. After the form, Finance clearance comes first, then superadmin support.
Cancellation cannot be done by phone. The number 088 440 6633 is only for discussion before you cancel. The actual cancellation always goes through the self-service button in the platform or the cancellation form support sends you via a secure link.
Want to switch from eConnect to another Peppol provider (for example Exact Online)? A migration code is only relevant if you have an existing Peppol receiving registration at eConnect that needs to be taken over by the new provider. Do you not have a receiving registration at eConnect (you cannot receive e-invoices via eConnect)? Then there is nothing to transfer: no migration code is needed and you simply register your organisation directly with the new service provider for Peppol receiving.
If you do have an existing receiving registration at eConnect, keep in mind that eConnect registers your organisation in the Peppol SMP with the document type InvoiceResponse (status messages). As long as this registration is active, another provider cannot register your organisation on the Peppol network.
The switch always starts with the cancellation form: in the platform (choose Migrate per organisation, not Stop immediately) or, if self-service is not possible, via the ZOHO form that support sends. You do not request the migration code separately, and an email to support is not a second path to have the code created. After the form, Finance clearance and superadmin support follow. You then receive the migration code per identifier by secure email from TechSupport, not in the support ticket. With that code the new provider can take over the registration without interruption. Without a migration code your organisation is first removed from the SMP before another provider can register you.
Please note: if a partner or software supplier reports that your organisation cannot be registered with them, the InvoiceResponse registration at eConnect is often the cause. This is intentional: your organisation is still registered with eConnect and must first be cancelled. Start the cancellation form in the platform and choose Migrate, or the ZOHO form via support. After the form, Finance clearance and superadmin support follow. The migration code then follows by secure email from TechSupport.
Disabling the Receiving toggle for your organisation (Organisations > Details) only stops new invoices being delivered on that identifier. It is not a transfer of your Peppol registration and does not free up your identifier for another provider such as Exact Online. As long as eConnect maintains the SMP registration, your identifier remains claimed by eConnect, even if both toggles (Sending and Receiving) are off. The correct route when switching providers is always the migration code via the cancellation process above, not the toggles.
Do you not have direct access to the platform because your organisation is set up through a software vendor? Then you cannot reach the cancel button yourself. Contact support. Support sends the ZOHO cancellation form. That form is the start. Support does not create the migration code on the basis of an email alone. After the form, Finance clearance and superadmin support follow. The code then arrives by secure email from TechSupport.
Revoking connection keys only breaks the API link between the platform and your software. This is not a cancellation and not an SMP deregistration: your identifier remains claimed by eConnect, even after the keys have been revoked.
Are you an intermediary with only an authorisation (no Administrator role) on the customer organisations? Then you usually cannot start a self-service cancellation or migration yourself for those customer organisations. Want to move multiple customer organisations or environments to another provider in bulk? Contact support for a bulk cancellation/migration process (one migration key per Peppol ID). Please provide: for each organisation to migrate, the organisation name and Chamber of Commerce number (and the eConnect ID if known), the name of the intermediary account/environment(s), and whether it concerns all customer organisations or a selection.
More background on how SMP registration and the migration code are technically related can be found at Peppol registration and migration.
Have you changed your mind shortly after cancelling? Contact support as soon as possible via 088 440 6633 or support@econnect.eu. Shortly after the cancellation date, reactivation may still be possible. Once data has been permanently cleaned up, you can only create a new account.
Want to move an organisation to a new account instead of cancelling it? Contact support. The organisation is removed from the current account (including all stored documents) and can then be reactivated in a new environment.
Important: when removing an organisation, all stored documents for that organisation are deleted. Make sure you have downloaded all documents before proceeding.
No, remaining prepaid credit cannot be refunded. This is set out in the eConnect Terms and Conditions. It is therefore wise to use up your credit before you cancel, instead of topping up a large amount in one go.
Not automatically. If the renewal or subscription invoice has already been sent, that invoice was justified. Crediting is not an automatic right. A credit note is an exception only after sales approval. The cancellation period remains the one in your contract and the terms and conditions (often 3 months, and it differs per subscription). SLA subscriptions remain cancellable monthly.
Your stored invoices remain available for the retention period: 7 years for Basic, Professional and Enterprise, and 2 years for the Invoice Portal. After the retention period they are deleted automatically.
Yes. Start the cancellation form in the platform and choose Migrate, or the ZOHO form if self-service is not possible. After the form, Finance clearance and superadmin support follow. The migration code then follows by secure email from TechSupport, not via the support ticket. Without a migration code your organisation is first removed from the SMP before another provider can register you.
No. There is no separate button and no standalone code request. In the cancellation flow choose My environment > Cancel account > Migrate per organisation (not Stop immediately), or complete the ZOHO form if self-service is not possible. After the form, Finance clearance and superadmin support follow. You then receive the migration code per identifier by secure email from TechSupport. Choose Migrate before you finish with Stop immediately, and make sure your new provider is ready to process the code.
The standard exit activities (data export, Peppol deregistration, deactivating integrations) are included at no extra cost. If eConnect must perform active work, such as migration guidance or knowledge transfer sessions, this is invoiced at the standard consultancy rate of € 145 per hour.
No. Cancellation cannot be done by phone. Call 088 440 6633 at most to discuss before you cancel. You record the cancellation itself via the self-service button in the platform or via the cancellation form support sends you by secure link. That way we always have written confirmation.
An email to support@econnect.eu from the known account-administrator address (with organisation name and Chamber of Commerce number) starts the cancellation process via support, but does not complete it. The cancellation is only fully confirmed via the self-service button in the platform or via the cancellation form support sends you by secure link. A bare email without that confirmation is not a complete written completion.
No. Only a registered account administrator can submit a cancellation request. After staff changes, administrator rights must first be transferred.
No. Only the registered account administrator can submit and complete the cancellation, via the self-service button in the platform or via an email from the known administrator address, followed by the cancellation form. Is the accountant or intermediary not the account administrator? Then first appoint the right person as administrator, or report missing administrator access to support with the organisation name and Chamber of Commerce number.
Contact support via support@econnect.eu or 088 440 6633, with the organisation name and Chamber of Commerce number. Support first restores or transfers administrator access. See Make administrator for how role changes work. Only then can you cancel via the self-service button or the support route with the cancellation form.
In a takeover or merger, the new entity may have or set up its own eConnect account. Contact support via support@econnect.eu. Together we look at the cleanest route (move the account, remove the organisation, or migrate).
Contact support via support@econnect.eu or a ticket, stating the organisation name, Chamber of Commerce number, and the reason (ceased trading, deregistration, merger/acquisition). Can't submit via the online contact form? That is not a blocker. Send the same details directly to support. A Chamber of Commerce extract is not a standard extra requirement. "Carrying over" a Peppol registration to a new entity under the same identifier is not standard self-service: a different legal entity (different registration number) is a different organisation, and support determines the cleanest route per situation. Do you only want to remove the organisation, or does the entire environment need to stop? Choose the latter explicitly via Cancel account, otherwise remaining administrators in the environment can create a new organisation again.
No. An environment blocked by a negative balance blocks cancellation: you can cancel only after you have topped up to a non-negative balance. This applies both via the self-service button in the platform and via a cancellation request to support.
Those emails are automatic balance-block notifications. They stop only at a non-negative balance. Route: (1) log in as administrator, (2) turn off Peppol receiving if you want, (3) top up to a non-negative balance (guideline: about € 0,34 (€ 0,341) above the negative balance because of the receiving cost of the top-up invoice), (4) only then cancel via Cancel account. There is no refund of prepaid credit, so top up only what is needed to lift the block. See also Top up transaction credit.
Questions about cancelling or changing your subscription? Contact us via support.econnect.eu.
Contact support