f you're reading this, you're probably facing one of two situations.
The first: you've decided to close the business, rebrand, or simply walk away from your 1300 number altogether. You want to know what actually happens when you cancel — whether the number disappears, who ends up with it, and whether you could ever get it back.
The second: you're not done with the number — you're done with your current provider. You want to switch, but you're worried about losing the number in the process. You want to understand the correct sequence of events before you make any moves.
This article covers both. The answer to each depends on the order of operations, and getting that order wrong is how businesses permanently lose 1300 numbers they've had for years.
Who Actually Owns Your 1300 Number?
This is the most important thing to understand before you do anything else.
All 1300 numbers in Australia are registered to the Australian Communications and Media Authority (ACMA). Businesses do not own 1300 numbers outright — they hold what is called an End-User Right of Use (EROU). This is the legal right to use the number, and it is registered to your business, not to your telephone service provider.
That distinction matters enormously when you are thinking about cancelling.
Your provider supplies the service infrastructure — the routing, the call handling, the features. But the EROU is yours. Your provider cannot confiscate your number, hold it hostage to keep you on contract, or reassign it to another customer. What they can do is withdraw the service that keeps the number active. And if the number has no active service and no active EROU holder, it lapses.
This is the risk.
Scenario 1: You Cancel Without Porting First
What happens when you cancel without porting
If you cancel your 1300 number plan without first transferring the number to a new provider, here is the sequence of events:
- Your service is cancelled and the number enters a deactivation process.
- There is typically a deactivation window during which the number is inactive but not yet returned to circulation. How long this window lasts depends on the provider's processes and ACMA's numbering administration procedures.
- Once the EROU lapses, the number is returned to ACMA's available pool.
- From that point, the number can be allocated to any new applicant — a completely unrelated business.
- You cannot reclaim it. There is no priority re-application process for a previous EROU holder. The number is simply gone.
The critical point: once the EROU has lapsed, the number is unrecoverable. No amount of calling ACMA or your previous provider will get it back if another business has taken it — or even while it sits in the pool awaiting reassignment.
If your 1300 number has been part of your marketing — printed on vehicles, embedded in TV or radio advertising, memorised by long-term clients — losing it is a real operational cost. Do not cancel first.
Scenario 2: You Port the Number Before Cancelling
The correct sequence if you want to keep your number
This is the right way to switch providers, and the sequence is non-negotiable.
- Sign up with your new provider while your existing service is still active.
- Initiate a port request with the new provider. They will manage the porting process on your behalf. Current porting lead times for 1300 numbers are typically 5–10 business days, so plan accordingly.
- The port completes while your current service is still running. Your number moves to the new provider's infrastructure; there is no gap in service.
- Cancel your old plan only after the port has successfully completed.
That last step is the one that catches people out. A number that has already been cancelled cannot be ported — the EROU must be active and the service live at the time of the port request. Attempting to port a lapsed number is not possible under ACMA's numbering rules.
If you follow this sequence, your number is safe. There is no interruption to incoming calls, and your clients, marketing materials, and call routing carry over to the new provider.
For a detailed walkthrough of the porting process, see How to Port Your 1300 Number to a New Provider in Australia.
Scenario 3: You're Closing the Business Entirely
What to do with your 1300 number when shutting down
If the business is genuinely closing and the number has served its purpose, the simplest course is to cancel your plan and allow the number to lapse naturally. There is no obligation to port a number you no longer intend to use.
However, before you do that, it is worth asking a few questions:
Is the number a SmartNumber or phoneword with brand recognition? Numbers like 1300 PLUMBER or high-value numeric sequences that you paid a premium for through ACMA's auction process carry different rights than a standard allocated number. SmartNumber EROUs can be traded — you can transfer the right to use the number to another person or business. If the number has genuine market value, it may be worth exploring a sale or transfer rather than simply letting it lapse. Both parties would need to complete the relevant ACMA process to update the ROU register.
Might the business reopen or rebrand? If there is any chance you will want the number again — whether under the same brand or a new one — the cost of keeping it on a low-cost holding plan during a wind-down period is almost certainly lower than the cost of losing it and starting again. Porting it to a minimal-cost service while you decide is a reasonable option.
Are clients still calling? During a wind-down, incoming calls may still matter. A simple redirect to a mobile or voicemail service during the closure period keeps you reachable without maintaining full infrastructure.
If none of these apply and you are simply done, cancel cleanly. The number will lapse and return to the pool.
Can You Get Your Old 1300 Number Back After Cancellation?
The direct answer is: almost certainly not.
Once the EROU has lapsed and the number has returned to ACMA's available pool, it can be reallocated to any new applicant. You cannot submit a request to ACMA to have a specific lapsed number returned to you — the allocation process does not work that way.
There is a narrow window: if the number has not yet been reallocated, it may appear as available when you search ACMA's SmartNumbers database. If it appears as available, you can apply for it through the standard process. But this is not guaranteed — availability at any given moment reflects whether it has been picked up by another business, not whether you have any residual priority claim. You have none.
The only reliable way to protect a 1300 number is to ensure it is always covered by an active service or a legitimate EROU, and to port before you cancel if you are switching providers.
Pickle's Approach: No Lock-In, No Barriers to Leaving
Pickle operates on a month-to-month basis with no lock-in contracts and no exit fees. If you decide to leave — for any reason — the process is straightforward.
Give notice, initiate a port request with your new provider, and once the port completes, your plan is cancelled. Pickle's team will assist with the port-out process; there are no administrative obstacles, no delays manufactured to retain the number, and no pressure to stay.
The number is yours. Pickle's role is to provide the service, and if you choose to take your number elsewhere, that is your right under ACMA's numbering framework.
If you are considering switching rather than cancelling entirely, How to Switch Your 1300 Number to a New Provider walks through what to compare and what to watch for when evaluating your options.
To understand the full range of 1300 number options Pickle offers, visit the 1300 Numbers page.
Frequently Asked Questions
Q: Can I pause my 1300 number instead of cancelling?
A: Some providers offer a suspension or hibernation option that keeps the EROU active at a reduced cost while temporarily suspending full service. This varies by provider — check with your current provider before deciding to cancel outright, particularly if you are uncertain about your plans. With Pickle, the best course is to contact the team directly to discuss your situation; month-to-month plans already carry minimal commitment, so outright cancellation may be the simplest path if you are stepping back for a defined period.
Q: What if I cancel by mistake before porting?
A: Contact your provider immediately. If the cancellation has been submitted but not yet processed, there may be a window to reverse it. Once the number has been deactivated and the EROU has lapsed, a port is no longer possible — there is nothing active to transfer. Speed matters here. Do not wait.
Q: Can I sell my 1300 number to another business?
A: Yes, in certain circumstances. If your number is a SmartNumber — one acquired through ACMA's auction process — the EROU can be traded or transferred to another business. Both parties need to complete the ACMA Trade of Rights of Use process, and the ROU register must be updated to reflect the new holder. Standard allocated 1300 numbers operate under different conditions; if your number was allocated through a provider rather than purchased at auction, speak to your provider or consult ACMA's guidance on number transfers. For background on SmartNumbers and phonewords, see Phonewords Australia: A Business Owner's Guide.
Q: How much notice do I need to give to cancel a Pickle plan?
A: Pickle operates month-to-month with no lock-in. Contact the team at [email protected] or call 1300 688 588 to discuss your cancellation timeline. If you are porting the number away, initiate the port with your new provider first — Pickle will process the port-out and the cancellation follows naturally once the transfer is complete.
Q: What happens to my call recordings and history when I cancel?
A: Call logs, recordings, and account data are held for a defined period following cancellation. If you need to export call recordings or reporting data — for compliance, legal, or business continuity reasons — do this before your cancellation date. Once the account is closed and the retention period has passed, that data is no longer accessible. Contact Pickle's support team ahead of cancellation to confirm what data is available and how to export it.
Have a question about cancelling or porting your 1300 number? Pickle's team is here to help.
Call 1300 688 588 or email [email protected].