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The business you bought from decides a return or cancellation. We service your account. We send your bills and take your payments. We cannot cancel or change your contract with that business. What we can do is record your request, send it to them, and change your account once they agree. Your account stays open while that happens. Your payments are still due, and so is any AutoPay you have set up.
Do not stop paying while you wait. A cancellation request does not pause the account. A payment you miss while waiting is still a missed payment. If the cancellation is agreed, your account is adjusted then.

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Contact the seller first

The seller holds the return policy, the cancellation policy and whatever you bought. Most returns and cancellations are settled directly with them. Their email address and phone number are on your Help page in uPortal360, under Product or Service. If you cannot reach them, or you are not happy with their answer, open a request with us, or call us on (888) 233-2302.
Texting CANCEL to 76032 does not cancel your purchase. It stops our text messages. Use the request below, or call us.

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Opening the request

1

Go to Help

Sign in to uPortal360 and select Help, then Start Inquiry.
2

Choose Return or Cancel

Under Product or Service, find I Would Like to Return or Cancel and select Select.The Product or Service options I Would Like to Make an Additional Purchase and I Would Like to Return or Cancel
3

Complete the form

The form opens with a reminder to contact the seller first. Every question on it is required. The next section explains each one.The I Would Like to Return or Cancel form, with an Important note to contact the seller first, and empty required questions
4

Submit

Select Submit.The Return or Cancel form completed, with Yes, some additional details, a desired resolution of Refund or Partial Refund, and the Submit button
5

Note your case number and confirm how to reach you

The confirmation shows your case number. Confirm your best phone number, email and time of day, then select Update & Continue to go to your ticket. From there you can attach a return receipt or the seller’s reply. See Adding information to your ticket.Your request has been submitted, showing the case number, office hours, and how you will be updated

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What the form asks, and why

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Choosing a desired resolution

This is the outcome you are asking for. It is not a promise that it will happen. It tells the seller and us what you want, so the ticket starts in the right place.
Choosing Cancel or Close my Account does not close the account by itself, and it does not clear the balance. The account closes only once the cancellation is agreed.

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What happens next

We check your request against the seller’s cancellation policy, and against any cancellation right the law gives you. We send it to the seller, and they review it and contact you. Most requests are resolved within 11 business days. The ticket shows you where it is waiting. See Reading your ticket. If the seller needs something back from you, such as a returned item, the ticket’s Merchant Status reads Pending - Consumer Return. Nothing moves until they receive it.

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If the return or cancellation is agreed

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If it is not agreed

Your account carries on as before. If you disagree with the outcome, you can dispute it. Someone who did not give the first answer reviews it. See Opening a support request. If you think a charge itself is wrong, rather than wanting to cancel something you agreed to, see Disputing a charge.

Help with a purchase

Wrong item, nothing arrived, or a defect.

Call (888) 233-2302

Call if it is urgent.