You’ve decided to cancel your services with iMatrix. Good decision, but now what? The cancellation process can be confusing and tricky, and any mistakes will cause a significant delay. Your billing will continue to run the entire time you are trying to cancel, moving quickly is essential.

Read and follow the guide below to understand the process, how the steps go together, and some helpful tips.

  1. Beware that iMatrix has a 30 day cancellation policy. That means if you wait until your new website is ready, you will pay for at least one more billing cycle, even if your iMatrix website is no longer up and running. Therefore, you should start the cancellation process as soon as you know your new website can be completed within 30 days.
  2. The first step to cancelling is to call (800) 462-8749. The primary account holder MUST be on the phone call. Please be advised that iMatrix allows accounts to have multiple “account holders” but only ONE primary account holder. Only the primary account holder can cancel services. Even if the primary account holder gave verbal authorization to allow someone else handle the account and iMatrix agreed, iMatrix still won’t let anyone else handle the cancellation process other than the primary account holder.
  3. During this call, iMatrix will ask why you are cancelling your services. If you say you’re moving to a different website company, iMatrix will often not transfer your call, leave you on hold, or tell you that no one is available to speak with you. So, you may want to provide a reason besides this to save your valuable time (e.g. that you are working with a family member who will make your website for free).
  4. About 5-10 days after your initial cancellation call, iMatrix will make a retention call. Unfortunately, they often refuse to schedule these calls and could call at any time. We understand how busy you are, but it is vital to not miss this retention call. If you receive a missed call from iMatrix, please reach back out to them at your earliest convenience. Without this call, iMatrix will not process your cancellation request. Again, only the primary account holder has the ability to cancel services.
  5. During the retention call, iMatrix will ask you again why you are cancelling. We advise you repeat the reason you provided during the initial cancellation call. The representative may do everything in their power to scare, confuse, or intimidate you into not cancelling services. For example, they may offer lower prices or more features, but be warned that nothing really changes. Remember the reasons you are cancelling. iMatrix likely cannot do anything to resolve those issues, no matter what they claim during this call.
  6. Once the retention call is complete, you should receive an email on how to obtain your domain information. Without this information, you will be unable to launch your new website (even if iMatrix shuts down your old website). Domain information is extremely important information and iMatrix may make it confusing to obtain. If iMatrix holds your domain, it is registered with Enom. You will need to create an account with Enom and send iMatrix your username and password. The domain login credentials must be sent from the primary account holder’s email address that iMatrix has on file. They will then transfer your domain to your new Enom account.
  7. If you need help with the domain transfer, please contact us. We can send you a templated email that you can to copy and paste and send to support@imatrix.com As soon as iMatrix releases your domain, you can launch your new website.
  8. Once your retention call is complete, iMatrix will give you a date they plan to shut down your website. If you authorize another user on your account, they can follow up during this process to get additional information or updates.
  9. At any point during the process, if you call and and either Dakota or Sebastian pick up the phone, we recommend hanging up and calling back to get another representative.