Home 📞 Inbound Numbers (13/1300/1800 & Routing) How to Disconnect a Phone Number

How to Disconnect a Phone Number

Last updated on Apr 08, 2026

Overview

This guide explains how to submit a disconnection request for a phone number through the Pickle Portal. Disconnecting permanently cancels the service. Please read all warnings carefully before proceeding.

Before You Begin

  • Only authorised contacts should submit disconnection requests

  • The service remains active and billable until disconnection is confirmed — it does not stop immediately on submission

  • Emergency or safety lines (lift phones, duress lines) must never be disconnected without first confirming a replacement is in place

  • Once disconnected, the number may not be recoverable — particularly if ported away

Steps to Disconnect a Number

  1. Log in at my.thinkpickle.com.au

  2. Click Phone Numbers in the left navigation

  3. Locate the number to disconnect and click View

  4. Click the Disconnect button (red) on the right side of the page

  5. A confirmation modal will display:

    • The number and reference name being disconnected

    • "This will cost $0 and take up to 10 business days to process"

  6. Select a reason from the "Why do you want to cancel?" dropdown (required):

    • I'm looking to change my plan

    • I'm having too many technical issues

    • The service didn't work as expected

    • I'm not using the service often enough

    • It's too expensive

    • Service and features are too complicated for me

    • I needed the service for a project I've since completed

    • My business is shutting down

    • I have another service with Pickle

    • You have inadequate support

    • Other reason

  7. Confirm the disconnection request

What Happens Next

  • A case is created and appears in the Timeline on the number page

  • Pickle processes the disconnection within up to 10 business days

  • Written confirmation is issued once complete — retain this for records

  • Billing continues at the normal rate until disconnection is confirmed

Key Takeaways

  • Disconnection takes up to 10 business days — plan ahead

  • The service remains active and billable until Pickle confirms completion

  • Emergency lines must never be disconnected without a confirmed replacement

  • Only authorised contacts should submit this request

  • This action cannot easily be undone

Contact Pickle

  • Portal: my.thinkpickle.com.au — 24/7

  • Email: [email protected]

  • Phone: 1300 688 588 (business hours)

  • After hours: Available for clients with an extended hours agreement

Pickle — Office 12, 7-9 Churchill Ave, Strathfield NSW 2135