Making a decision to change a mobile operator often involves the need to correctly end the relationship with the current provider. Owners of devices based Android are striving to find a way that will allow them to disable the MTS SIM card forever, without leaving home or visiting sales offices. The current level of digitalization of communication services really makes it possible to perform most operations through the user’s personal account.
However, it is important to understand that the procedure for completely terminating the contract has its own legal and technical nuances. Simply “turning off” a number through your phone settings is not enough to stop charging a subscription fee. In this article we will look in detail at how it is done deactivating a number through the web interface, what restrictions exist and what to do if the automatic system does not allow you to complete the process.
Many users mistakenly believe that deleting the application or changing the password will solve the problem. In fact, for the final closure of a personal account, specific actions are required to confirm the will of the subscriber. We will look at current action algorithms that will help you say goodbye to operator services safely and free of charge.
Preparing to disconnect a number via a smartphone
Before taking active steps in your personal account, it is necessary to carry out preliminary preparations. This will help avoid situations where the process is blocked due to small things, such as a negative balance or active paid subscriptions. Make sure that your device is connected to a stable Internet, since a session in Personal account requires a constant connection.
The first step is to check the current status of your account. If there are debts on the balance sheet, the system will automatically block the ability to submit an application to terminate the contract. You need to pay off all debts, even if they amount to a few pennies. On the contrary, if there are funds left in the account, they can be withdrawn or transferred to another MTS number after the contract is closed.
⚠️ Attention: Before applying for deactivation, be sure to unlink all bank cards used for auto payments from the number and disable two-factor authorization in important services (Government services, banks) so as not to lose access to accounts.
It is also worth preparing your passport details in advance. Although they may already be stored in the system, during the transaction confirmation process, the security system may request the entry of the document series and number or code word for identity verification. Having this data at hand will speed up the procedure.
It is important to check whether your number has an installment plan for an expensive smartphone or other equipment. If the device was purchased on credit through an operator, you will first need to fully repay the balance of the debt in the communication salon or through special sections of the MTS financial service.
☑️ Preparing to disconnect the number
Login to your MTS personal account from an Android device
The main tool for managing services is the operator’s official portal. On smartphones Android It is most convenient to use the mobile version of the site or the proprietary My MTS application, which functionally duplicates the capabilities of the web version. To get started, open your browser (Chrome, Yandex.Browser) and go to the official website of the operator.
The authorization process is standard: enter your phone number in international format and request a password. The confirmation code will come in the form SMS messages. Enter the resulting numbers in the appropriate field. If you use the application, login can be performed automatically via biometrics or by PIN code, if you have previously configured these security settings.
After successful login, you will find yourself on the main dashboard page, where the current tariff, remaining minutes, gigabytes and balance are displayed. The interface may vary slightly depending on the version of the application or your smartphone model, but the key sections of the menu remain unchanged. Navigation is usually located at the bottom of the screen or in the side menu hidden under the "hamburger" icon.
Please note that for sensitive operations such as terminating a contract, the system may require additional verification. This could be by entering a code from a push notification or confirmation via a call. Make sure that the SIM card you plan to disable is active and receiving incoming signals, otherwise you may lose access to your account during the procedure.
Use a secure Wi-Fi connection when logging into your personal account to avoid data interception, especially if you are in public places.
Search for the termination function in the menu
Finding the option to completely disable a number in the interface is not always easy, since operators are not interested in customers leaving and often hide this function deep in the settings. In the mobile application or web version of your personal account, look for a section that may be called “Profile”, “Settings” or “Tariff and Options”.
Often the button to refuse services is located in the subsection associated with profile management. The path may look like this: Profile → Settings → Refusal of services or Tariff → Change tariff → Disable number. In some versions of the interface, you need to go to the “Payment and bills” section, where there may also be a link to closing a personal account.
If the automatic search in the menu does not provide results, use the search bar inside the application. Enter the request “disconnect number” or “termination of contract”. The system should redirect you to the appropriate page with the application form. Please note that for some tariff plans, especially archive or corporate ones, the online disconnect button may not be available.
| Menu section | Possible button name | Availability |
|---|---|---|
| Profile | Cancellation of services communications | Partial |
| Tariffs | Change/Disable | High |
| Help | Application for closure | Depends on the region |
| Settings | Delete number | Low |
It is worth noting that the personal account interface is periodically updated. The arrangement of elements may change, so if you do not find the button right away, carefully examine all the tabs. Sometimes the function is disguised as a feedback form with the topic “Desire to terminate the contract.”
Procedure for applying for disconnection
When you have found the appropriate form, the main stage of the procedure begins. The system will prompt you to select a reason for leaving the operator. This is a standard marketing tool for collecting statistics, but sometimes, by choosing a certain option (for example, “Poor coverage” or “Expensive”), you can receive a personal offer to stay, which is better to ignore if the decision is final.
Next you will need to confirm your passport details. You will need to enter the passport series and number, as well as the date of issue. The data must match those for which the SIM card is issued. Any error in one digit will result in automatic refusal to process the application. After entering the data, the system may ask you to upload a photo of the passport page with registration if the automatic verification does not pass.
The next step is to select a shutdown date. Usually the number is not blocked instantly, but within 24 hours or on the date you specify. You will also be asked to choose a method for receiving the account balance: transfer to another MTS number, to a bank card or virtual wallet. Fill in all required fields marked with an asterisk.
⚠️ Attention: After clicking the “Confirm” or “Submit Application” button, you will receive a final SMS with a confirmation code. Entering this code is a legal confirmation of your desire to terminate the contract. Do not share this code with anyone.
It is important to wait for the final message about successful submission of the application. A notification should appear on the screen indicating that the application has been accepted for processing. Take a screenshot of this screen or save the ticket number in your notes. This will be your evidence in case of disputes regarding the charging of subscription fees in the future.
If the system gives an error or the application is not sent, try changing the connection type (from Wi-Fi to mobile data) or refresh the page. Sometimes problems arise due to the browser cache or an outdated version of the application My MTS.
What to do if the application is not sent?
If the system writes a technical error, try logging into your personal account from a computer through a browser in incognito mode. Sometimes the mobile version of the site has bugs when submitting forms with passport data. Also check whether the antivirus on your phone is blocking the submission of forms.
Alternative ways to refuse MTS services
Unfortunately, it is not always possible to disable the MTS SIM card forever through your personal account on your Android phone for free and the first time. Technical failures or contract specifics may require the use of other communication channels. In such cases, do not despair; the operator provides several backup options.
The most reliable, but labor-intensive way is a visit to a communication shop. You will need your original passport. At the office, you will write an application on paper, and an employee will give you a copy with an incoming number. This guarantees the legal purity of the procedure. However, this method also requires time in the office.
The second option is to call the support service at 0811 or 8-800-250-0890. The operator may accept an oral statement to terminate the contract. Be prepared to go through a long identification procedure: you will be asked about your latest connections, the amount of top-ups and your passport details. The conversation is often recorded, which serves as proof of your request.
- 📞 Calling the contact center: requires careful preparation and answers to security questions.
- 🏢 Visiting the office: the fastest way to resolve complex cases, but requires personal presence.
- 📧 Email: sending a scanned copy passports and applications to the official email of the operator (less reliable, long).
- 🤖 Chat bot: in some cases, a bot in the application can generate an application if the algorithms allow.
There is also the possibility of sending an application by registered mail with acknowledgment of delivery to the company's head office. This is a lengthy process, taking up to 30 days, but it has full legal effect. In the letter, be sure to include your contact information for feedback.
If online methods do not work, calling the support service with a recording of the conversation is an equivalent legal action to begin the disconnection procedure.
Important nuances and possible problems
The disconnection process can be complicated by a number of factors that you should know about in advance. Often, users are faced with the fact that after submitting an application, money continues to be debited from them. This happens if the application was submitted in the middle of the billing period, and the subscription fee for the current month has already been charged or should be charged in proportion to the days.
Another common problem is “hanging” paid subscriptions. Even after blocking a number, some services may try to write off funds if the deactivation request was not processed instantly. Therefore, it is critically important to cancel all third-party services (music, movies, games) yourself before starting the contract termination procedure.
It is also worth considering the status of the number. If the SIM card is wanted (lost) or blocked by a court decision, you will not be able to disable it through your personal account. In such cases, personal presence in the office with a passport is required to restore access or officially close the account.
⚠️ Attention: After submitting an application to disconnect, the number may remain active for up to 24 hours (or until the end of the day). During this period, try not to perform paid actions to avoid overspending.
Don't forget about bonus points. If you have accumulated MTS Bonus bonuses, they will expire when your number is disconnected. If you plan to remain in the operator's ecosystem, consider changing your tariff instead of completely disconnecting to preserve your savings.
Will the money in your account be burned when disconnected?
No, the money will not be burned. The remaining funds can be transferred to another MTS number, withdrawn to a bank card (with a commission) or received in cash at the operator’s office after closing the contract.
Frequently asked questions (FAQ)
Can I disable a number if it is not registered to me?
No, you cannot disconnect someone else’s number through your personal account. The owner of the number must either submit an application himself or issue a power of attorney in your name from a notary, with which you can contact the communications office.
What happens if you just throw away the SIM card?
The agreement will continue to be valid, the subscription fee will accumulate debt. After 3-6 months, the number will be blocked for non-payment, but the debt can be transferred to collectors if the amount is significant. It is better to formalize the termination.
How long is the disconnection application valid?
Usually the number is disconnected within 24 hours from the moment the application is confirmed, but in some cases the process can take up to 3 business days. The exact date will be indicated in the SMS notification.
Is it possible to restore a number after disconnection?
For 3-6 months after disconnection, the number remains in the operator’s reserve. You can go to a phone store with your passport and try to restore it, but this is a paid service and is not 100% guaranteed.
Do I need to write a statement if I switch to another operator while maintaining a number (MNP)?
No, when switching while maintaining a number (MNP), the contract with the old operator is terminated automatically at the time of the transition. There is no need to submit a separate application for disconnection, just submit an application to the new operator.