How to remove recorded users

Heads up - you will need to admin access to both your Dubber and Cox accounts. If you no longer have access to your Cox account as it has been cancelled please contact Dubber support. 

If a user is leaving your organization or their phone number no longer needs to be recorded, Dubber Connect gives you three flexible options to manage their account.

Step 1: Navigate to the ‘Live Users’ Tab

1. Log in to your Dubber Connect account and navigate to the Dubber Connect interface. See here for steps.

2. Go to the Live Users tab — this displays all active call recording users and their plans.

3. Sync - This will sync your Dubber and Cox accounts

4. In the Actions column for the relevant user, click the drop-down menu to see available options.

Step 2: Choose How to Manage the User

You have three options to manage or remove a user:

1. Suspend User but Keep Recordings

• What happens:

  • Recording stops for the selected user/phone number.

  • The user is removed from the platform.

  • All historical recordings are retained and accessible.

2. Stop Recording but Keep User and Recordings

• What happens:

  • Recording stops for the user/phone number.

  • The user and all historical recordings remain on the platform.

  • Charges for the existing call recording plan will continue.

3. Delete User & Recordings

• What happens:

  • The user/phone number and all associated recordings are permanently deleted.

  • No record of the user or their calls will remain in Dubber Connect.

  • The user’s subscription will be removed, and future charges will stop. ⚠️ Important: This action is permanent and cannot be undone.

Step 3: Apply and Confirm Changes

1. After selecting your preferred action, click the Next button at the bottom-right corner of the screen.

2. Follow the on-screen prompts to confirm the changes.

Optional: Re-Sync Your Account

If you suspect changes were made elsewhere in the system while updating users:

• Click the Re-Sync button to refresh your Dubber Connect account with the latest data from your Cox Business MyAccount.

If you re-sync before confirming your changes, any unconfirmed updates will be lost.
Make sure to complete and confirm all desired changes before performing a re-sync.

For further help or questions, feel free to contact Dubber Support.