How to Cancel eLife Subscription in UAE (2025 Guide) | Etisalat Cancellation Fees & Steps
How to Cancel eLife Subscription (and other e& / Etisalat services) — UAE: complete, up-to-date guide
If you’re reading this because you want to stop an eLife home service (internet, TV or a bundled home package) — or you want to cancel a mobile/add-on subscription from Etisalat (now e& UAE) — this guide walks you through every step, the pitfalls to avoid, and how to protect yourself from surprise fees.
Key takeaway right up front: e& requires account verification, settlement of any outstanding balances, and the return of company equipment before your eLife or home-services account is fully closed; cancellations are accepted via customer care (phone), the e& app/website when applicable, or in-store — but for full home-service closures you will usually need to call or visit an e& business centre.
Why cancelling eLife / e& services is different from unsubscribing an app
Unsubscribing a single mobile add-on (like a data pack or promo) can often be done instantly by USSD, SMS, or the mobile app. By contrast, eLife is a bundled home service (internet + TV + sometimes a phone) that often involves hardware on loan and minimum-contract commitments. That means:
- You may need to return a modem, router, and TV set-top box. Failure to return equipment typically causes equipment charges.
- If you are within a committed contract (12–24 months), early termination fees commonly apply — often equal to one month’s rental or capped at a stated amount depending on the plan.
Understanding this distinction will save time and money when you plan your exit.
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Quick overview: best cancellation path by situation
- Leaving the UAE soon (emigration): Call e& at 800 6665 at least 48 hours before departure and arrange final settlement and equipment return.
- Canceling TV or add-on channels only: Use the e& app, website, or send the specific SMS code for that add-on; many VAS packs accept SMS or USSD cancellation instantly.
- Full eLife home-service cancellation (broadband + TV): Best done by calling 8006665 or visiting an e& business centre; clear outstanding bills and return equipment.
Step-by-step: how to cancel your eLife (home) service properly
Follow these steps in order — skipping or reversing them is the common reason people get unexpected charges.
Step 1 — Check your contract and name on the account
Locate your contract (digital or paper), the start & end dates, and whether the service is bundled with a device. Many eLife plans have a 12–24 month commitment; some promotions include equipment financing. Look for:
- Minimum term (e.g., 12, 24 months)
- Early termination fee rules (one-month rental or capped amount)
- Penalty-free cancellation windows (rare, but available in specific cases).
Step 2 — Calculate outstanding balance and exit charges
Login to the e& app or website and check “Billing” / “My Account” for unpaid invoices and any exit charges. e& will usually require all exit charges to be cleared before the closure request is completed; you can pay online, in-store or via the app.
Step 3 — Back up important data and prepare devices
Before any disconnect:
- Save recordings, DVR playlists, and Wi-Fi router settings if needed.
- Remove any personal cloud or account links from the TV box.
- Keep your Emirates ID/passport and account number ready for verification.
Step 4 — Place the cancellation request
Choose one of these official routes:
- Call: Dial 800 6665 (local toll-free) or 101 for certain services — customer care can create a cancellation request; this is the standard route for full account closure.
- In-store: Visit any e& business centre to return equipment and pay outstanding balances in person. In-store is recommended if you have hardware to return.
- App/website: Use the e& UAE app or the “Manage Services” area on the website to cancel simple subscriptions, add-ons and some packs. Note: full eLife home-service cancellations are often routed to customer care for equipment return and final settlement.
Step 5 — Return equipment (modem, router, TV box)
- Return everything the technician installed or that the contract lists. The device must be returned with chargers, remotes, and any accessories to avoid device charges. e&’s policy shows equipment charge waivers if devices are returned in good condition and within penalty-free windows; otherwise equipment fees apply. Keep the return receipt.
Step 6 — Get written confirmation and keep records
Always request a cancellation reference number, final invoice showing zero balance (or amount paid), and a physical/e-mail copy of the equipment return receipt. Keep these for at least six months.
Cancelling mobile add-ons, packs or auto-renewals (the quick stuff)
If what you really want is to stop a value-added service, roaming pack, or data add-on — you rarely need to call stores:
- Use USSD: *101# or *170# are commonly used for add-ons/pack management; specific USSD depends on the pack.
- Via App: Open the e& app → My Services / My Subscriptions → Cancel.
- SMS: Many packs accept SMS cancellation to numbers like 1010 or 1012 using a STOP/CM/UNSUB command — always check the pack’s help page.
If you don’t receive confirmation, follow up with customer care (and keep the SMS evidence).
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Early termination fees — how they are usually calculated
Common approaches used by e& and telecom providers in the UAE:
- A one-month rental charge or a fixed cap (e.g., AED 1,000), whichever is lower, can apply if you cancel during a minimum term. This is typical for postpaid mobile and some home plans.
- If you have a financed device or a bundle, outstanding device installments, installation fees or prorated usage may be added to the exit charges. Check your plan’s Ts & Cs.
Tip: Ask the agent for a breakdown of “exit charges” — they must show how the number was calculated.
Leaving the UAE? (special considerations)
If you’re emigrating, e& recommends you call 800 6665 at least 48 hours before departure to arrange account closure and equipment return to avoid penalties and legal complications from unpaid bills. Prepaid customers have alternate options (e.g., Homebound Packs) to keep numbers temporarily active without full cancellation.
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Common problems and how to fix them
1. They say cancellation is not allowed via the app
→ Escalate to the cancellation desk by requesting a supervisor or visit a store. Keep a written note of the escalation.
2. You keep being charged after cancellation
→ Provide the cancellation reference number and final invoice to customer care and request immediate reversal. If unresolved, escalate to the UAE consumer protection authority and keep copies of receipts.
3. Lost device return receipt / they claim you didn’t return equipment
→ If you lost the proof, visit a store and show your bank statement showing the payment and any emails. Record the conversation and ask for a new receipt.
4. You were offered a retention deal but it didn’t appear on the bill
→ Ask for the retention offer in writing (SMS/email) and request a bill correction.
Alternatives to full cancellation (reduce cost, keep number or service)
Before quitting completely, consider:
- Downgrade plan — keeps service but reduces monthly cost.
- Suspension — temporary hold for travel/short-term absence (ask if available).
- Transfer — move the account to a family member or new tenant (may require paperwork).
- Switch to no-commitment monthly plan after minimum term ends. Several eLife plans automatically move to a monthly option after commitments conclude.
Consumer rights & penalty-free windows
Under some consumer protection rules and specific e& promotions, there are penalty-free cancellation windows (e.g., short periods after activation for mis-sold services or certain product promotions). Check your plan’s Terms & Conditions for penalty-free clauses and confirm with customer care. Always ask, “Is this plan eligible for penalty-free cancellation?” before committing.
FAQ
Q: How do I cancel my Etisalat eLife account?
A: Call 800 6665, visit any e& business centre, or raise a request via the e& website/app. Clear any outstanding balances and return all equipment (router, TV box) — and keep written confirmation.
Q: Can I cancel eLife online?
A: Some service changes and add-on cancellations can be made in the e& app/website, but full eLife home-service closures usually require a phone call or store visit because equipment return and exit charges must be processed.
Q: How much is the cancellation fee for Etisalat?
A: It depends on plan terms — common formulas include a one-month rental charge or up to AED 1,000 cap for early termination on certain plans; device installments and remaining contract value may also apply. Ask for a full exit-charge breakdown.
Q: How do I stop auto-renewal on Etisalat services?
A: Use the e& app or website to disable auto-renew (Autopay settings) or call customer care; stopping a single pack auto-renew often has dedicated USSD or SMS commands.
Q: What’s the penalty-free cancellation window?
A: Certain contracts and promotions include limited penalty-free periods (for example, within days of activation in cases of miss-sale or for specific offers). Check your plan’s T&Cs and ask customer care.
Q: I’m leaving the UAE — when should I cancel?
A: Call 800 6665 at least 48 hours before departure to initiate closure and equipment return so you avoid unpaid-bill complications. Consider Homebound Packs if you plan to keep the number active temporarily.
Q: What is the USSD code 170 or 101 for?
A: These USSD codes are used to manage/switch some postpaid or data packages and to access subscription menus — they differ by pack. Always read the pack’s help page or check the app for the exact USSD command.
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