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Cancel your subscription to Microsoft Dynamics CRM Online

We are sorry you are considering canceling your subscription with Microsoft Dynamics CRM. However, before you cancel your subscription, there is some information you should know. In addition to this article, you should read the Cancellation Policy for specific details, including any cancellation fees.

This article covers the following scenarios:

  • Canceling the Microsoft Dynamics CRM Online subscription

  • Canceling the Microsoft Dynamics CRM Online subscription as the start of your migration to Microsoft Dynamics CRM (On-Premises Edition)

  • Canceling your Internet Marketing service

Before you call

Before you call, make sure that you have the following information ready:

  • Billing administrator's Microsoft account and password

  • Organization URL and name

  • Last day that you want your subscription to Microsoft Dynamics CRM to be available

You should have also made the following decisions:

  • Do you want to keep your existing data?

  • Do you want to keep any Internet Marketing service campaigns running? If you are not the person who signed up for the service, you must work with that person to cancel or maintain it.

Canceling the Microsoft Dynamics CRM subscription

If you have been using Microsoft Dynamics CRM for training, demonstrations, or testing and you do not want to keep any of your data, you can simply contact Billing Support (Contact information for Microsoft Dynamics CRM Online billing support) with the information above. Otherwise, to save your data, you must do the following:

  • If you want to keep the data, you can export the data. For more information, see Export Data to Excel.

  • If you want to keep your Internet Marketing service campaigns running, do not delete the activities. Search engine ads will continue to run. After the Microsoft Dynamics CRM cancellation, you can cancel or manage the campaigns from Microsoft Ad Center.

  • To stop the search engine ads, delete or pause all your current Internet Marketing service campaign activities. This will also stop the billing from Microsoft Ad Center with Microsoft Dynamics CRM. Sign into Microsoft Ad Center with the Microsoft Ad Center login and password to cancel the account.

Canceling the Microsoft Dynamics CRM subscription as the start of your migration to Microsoft Dynamics CRM (On-Premises Edition)

If you have decided to migrate to Microsoft Dynamics CRM (On-Premises Edition), you can cancel your Microsoft Dynamics CRM Online subscription and migrate your data.

There are multiple steps and communications with Microsoft Dynamics CRM Customer Service that are required for a migration, assuming that you have data to migrate. If you do not, inform the support representative. This will eliminate several steps in the process:

  1. If you want to keep your Microsoft Dynamics CRM campaigns running, do not delete the activities. After the Microsoft Dynamics CRM cancellation, you can manage your Microsoft Dynamics CRM campaigns from Microsoft Ad Center.

  2. Contact Billing Support (Contact information for Microsoft Dynamics CRM Online billing support) with the information mentioned in the Before you call section above.

  3. Microsoft Dynamics CRM Customer Service will schedule a data transfer test, and then the actual transfer. Your users can continue to use Microsoft Dynamics CRM until the actual transfer date.

  4. Early in the week of the transfer, Microsoft Support will make a snapshot of your data and post it on a secure site. They will send you an e-mail message with directions for your IT department about how to download the data and install it on your on-premise system. This gives your IT department a few days to ensure that the migration works.

  5. On the day of the final transfer, your Microsoft Dynamics CRM subscription will be frozen. Your users will not be able to access the organization. A full snapshot and backup will be created and posted to the secure site. An e-mail message will be sent to you with the final instructions.

Canceling only the Internet Marketing service

If you are the billing administrator for an Internet Marketing service campaign used by a Microsoft Dynamics CRM Online subscription, you can cancel it even if you are not the billing administrator of the Microsoft Dynamics CRM organization. To stop the search engine ads, delete or pause all your current Internet Marketing service campaign activities. This will also stop the billing from Microsoft Ad Center with Microsoft Dynamics CRM. Sign into Microsoft Ad Center with the Microsoft Ad Center login and password to cancel the account.

Changing your mind

You have 30 days to reverse the cancellation and start using Microsoft Dynamics CRM again. Contact Billing Support (Contact information for Microsoft Dynamics CRM Online billing support) with the same information you used to cancel your subscription. You cannot re-instate a canceled Internet Marketing service campaign, but you can sign up again. For more information, see the Cancellation Policy.

Applies To

Microsoft Dynamics CRM 2015

CRM Online

 
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