If you need to cancel your Access Care Planning contract, remove a module or service, downsize your account, or close your account entirely, this is a commercial request and cannot be handled by the technical Support team. This article explains who to contact and what to expect.
Who to contact
All contract changes, cancellations, and account closure requests must be directed to your Account Manager or Customer Success Manager at Access Group. These requests cannot be raised through the Access Digital Assistant or the technical support queue, and they cannot be actioned by the Access Support team.
If you are unsure who your Account Manager is, contact the Access Group main line or email your organisation's usual point of contact at Access. You can also request to be put in touch with your Account Manager by raising a case through the Access Digital Assistant and explaining that you need to speak with your Account Manager about a commercial matter.
⚠️ Important: Raising a support case with the technical Support team will not initiate or progress a cancellation or account closure. Your request must go through your Account Manager to be actioned.
What information to have ready
When you contact your Account Manager, having the following information ready will help move the request forward without delay.
Your organisation name and the name of the Access Care Planning environment you use (your cloud URL, e.g. cloud6.mobizio.com).
The specific change you are requesting: full contract cancellation, removal of a specific module, reduction in the number of users or service users, or closure of a specific service environment.
Your intended end date or any contractual notice period you are aware of.
The name and contact details of the person in your organisation authorised to make contractual decisions.
What to expect
Your Account Manager will review the request against your current contract terms, including any notice period requirements and minimum commitment clauses. They will confirm the process, any financial implications, and the timeline for the change to take effect.
Access Care Planning data is not automatically deleted when a contract ends. If you have specific requirements around data retention, deletion, or export, raise these with your Account Manager as part of the process. See the article below for more information on what happens to your data when the contract ends.
Still not sure who to contact?
If you are unable to reach your Account Manager and need to escalate, raise a case through the Access Digital Assistant and mark it as a commercial or account management query. The Support team will route it to the correct team.