Cancelling a backup, security, productivity or monitoring addon can remove access, retention, alerts or licences even when the main hosting service remains active.
Applies to: Service policies and customer responsibilities
This operational guidance complements Tudor Internet's formal terms and policies. Where there is a conflict, the current contract, product description and published legal terms take priority.
Before you start
- Confirm the active product or addon and the domain or user it protects.
- Record the current settings before changing them.
- Download anything that must be retained and confirm whether the action is reversible.
What you need to do
- Identify the exact addon, protected domain or user and its renewal date.
- Review what data, reports, recovery points, mailboxes, schedules or licences depend on it.
- Export anything that must be retained and create a replacement protection or workflow before cancellation.
- Submit cancellation against the addon itself and choose the effective date carefully.
- Remove obsolete agents, DNS records, integrations and authorised access after service ends.
- Verify the main hosting, email or website service still behaves as intended and update internal documentation.
Confirm the result
- The Customer Portal shows the intended invoice, transaction or service status and the effective date is clear.
- No duplicate payment, renewal or cancellation request has been created while waiting for processing.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| The service does not show as active in its dashboard. | Provisioning is pending, the wrong plan is selected or the service requires an additional activation step. | Check the Customer Portal service status and order email, then open a ticket with the service ID instead of creating a duplicate order. |
| The dashboard setting is correct but the public result is not. | DNS caching, an integration token, a device cache or a second service layer still uses the old value. | Test from a separate session, check the integration and record exact timestamps before changing the setting again. |
Important notes
- Destructive or ownership-changing actions may be irreversible and can have billing or data-retention consequences. Confirm the target and authority before proceeding.
When to contact Tudor Internet
Open a ticket through the Customer Portal when the checks above do not resolve the issue, when an action is unavailable for your service, or when continuing could risk data loss or service interruption. Include the following so the request can be investigated efficiently:
- The customer account email address
- The affected invoice, service, domain or ticket number
- The exact message and the time it appeared
Do not send passwords, private keys, full payment-card details, one-time authentication codes or unredacted identity documents in an ordinary support reply.
Related articles
- Cancel a hosting or subscription service
- Backup responsibilities and restore limits
- Shared hosting customer responsibilities
- Keep a change and rollback record for production services
- Remove secrets and personal data from screenshots and logs
Last reviewed: 2026-07-18.
