Closing your account and migrating your website

We are always sorry to hear that you are considering moving away from White Fuse, but we are here to support a smooth transition. This guide outlines the key steps to take when preparing to leave White Fuse, including data export, web traffic redirection, and account closure.

Export your data

Before cancelling your White Fuse account, you should export any data you may need for future reference or migration to another system. You can find detailed guidance in our data export help article:

How to export data

We recommend completing your data export before making any changes to your domain setup or closing your account.

Cancel all subscriptions

To avoid unwanted renewal notifications or attempted charges, it’s important to cancel any active membership or donation subscriptions managed within White Fuse once they’ve been migrated to your new system.

To do this:

Go to the relevant report (either Membership subscriptions or Donation subscriptions).
Select the subscriptions you wish to cancel.
Use the Bulk actions menu and choose Cancel immediately.

Note: Cancelling subscriptions in this way will not trigger any automated communication to the affected contacts.

Redirect website traffic

Because White Fuse uses a specific reverse proxy setup, we recommend a staged approach to redirecting your domain traffic. This ensures uninterrupted service until you're ready to fully leave the platform.

Stage 1: Update DNS records or delegate access

Most organisations use a custom domain (e.g. www.yourcharity.org ) that points to White Fuse. To begin transitioning away:

Option A: We can update your DNS records for you to point to your new website.
Option B: If you prefer, we can delegate control of your domain DNS settings so your team (or your new provider) can make the changes directly.

This setup ensures traffic is routed appropriately while your White Fuse site is still live.

Stage 2: Regain control of your domain

Once your new site is fully functional you should:

Update the nameservers for your domain so they no longer point to our organisational Cloudflare account.
This step is essential because access to our Cloudflare account ends once your White Fuse services are cancelled.

⚠️ Important: Do not attempt to modify nameservers or reverse proxy settings until you're fully ready to leave. These systems are tightly integrated with the White Fuse platform and can cause disruption if altered prematurely.

Close your account

Once your data is exported and your domain is redirected, you can safely close your White Fuse account. Start this process by completing this request form.

What happens when I complete the account closure form?

The process is not immediate. Here is what you can expect:

Confirmation: Your request will be sent to our support team, who will email you to confirm it has been received and the closure process has begun.
Access Window: You will retain full access to your account until the end of the current calendar month. You can use this time to export any final information you may need and redirect website traffic as described above.
Account Deactivation: At the end of the calendar month, your account will become inaccessible to both your administrators and the public. Public-facing pages will display a message stating, "This website is not active."
Data Retention: We will hold your data for a grace period of at least 30 days after deactivation, after which it will be permanently deleted.
Finality: Closing an account is irreversible. All data, content, files, and media will be permanently removed and cannot be reinstated once the deletion is complete.

If you’re unsure about any part of this process, just get in touch and we’ll guide you through it.