Cancelling a du postpaid plan in the UAE is not complicated — but doing it incorrectly can leave you with unexpected charges, delayed disconnection, or a blocked request. This guide walks you through every method available in , what documents you need, potential fees to watch for, and the fastest route to a clean cancellation.
4 Things to Settle Before You Cancel du Postpaid Plan
Before initiating any cancellation request, tick these off to avoid delays or penalties:
- Clear all outstanding bills: du will not process a cancellation if your account has unpaid dues. Log into the du app or call 155 to check your balance.
- Check your contract period: If your du postpaid plan is within a fixed-term contract (typically 12 or 24 months), early cancellation will attract an exit fee. Confirm the remaining months before proceeding.
- Return any du equipment: If your plan included a router, SIM card holder, or other device, it must be returned to a du store. Keep the return receipt as proof.
- Confirm your Emirates ID is valid: All du cancellation requests require Emirates ID verification. Expired IDs can cause delays.
Business Account Note: For corporate or business du postpaid plans, the cancellation request must be made by the authorised signatory on the account — typically the company PRO or account administrator. Contact the du customer care number for business at 800 155 to confirm account ownership requirements.
How to Cancel du Postpaid Plan — 4 Methods
Method 1: Cancel via the du App or Website (Fastest)
The quickest way to initiate a cancellation without visiting a store:
Open the du app (App Store / Google Play) or visit du.ae and sign in with your du mobile number.
Select the postpaid plan or service you wish to cancel.
Click "Request Cancellation", select your reason, review any pending bills or exit fees, and confirm.
You will receive a confirmation SMS within 24 hours. Keep the reference number for follow-up.
Method 2: Call du Customer Care — 155
Available 24/7, this method is ideal if you have questions about fees or need account clarification before cancelling.
- Dial 155 from your du number (toll-free), or +971 4 390 0155 from any other network.
- Select language preference and choose "Account Cancellation."
- Have your Emirates ID number and du account number ready for verification.
- The agent will confirm outstanding bills, exit fees, and equipment return requirements.
- Request an email confirmation with a reference number before ending the call.
Method 3: USSD Code — Quick Cancellation Request
For a fast self-service cancellation initiation directly from your du SIM:
- Dial *135# from your du number.
- Select Services → Cancel Plan / Deactivate Services.
- Follow the on-screen prompts and confirm.
- A du agent will call you within 24 hours to complete verification and finalise the cancellation.
Note: USSD initiates the request but does not complete full cancellation — a follow-up call from du is required.
Method 4: Visit a du Store In Person
Best for complex accounts, business plans with equipment, or if you prefer a confirmed written receipt.
- Locate your nearest du store via du.ae/store-locator.
- Bring: Original Emirates ID, du account number, and any equipment to be returned.
- A representative will verify your account, confirm exit fees, and process the cancellation.
- Request a written cancellation confirmation before you leave — this protects you if billing queries arise later.
- Service disconnection: within 48 hours of in-store confirmation.
Documents Required to Cancel du Postpaid Plan
| Document | Required? | Notes |
|---|---|---|
| Original Emirates ID | ✅ Mandatory | Must be valid and unexpired |
| Passport copy | ⚠️ Expats only | May be requested for non-UAE nationals |
| du Account Number | ✅ Mandatory | Found on your monthly invoice or in the du app |
| Trade Licence (Business accounts) | ✅ Business | Required for corporate account closures |
| du Equipment / Router | ⚠️ If applicable | Required if device was part of the plan |
du Postpaid Cancellation Timeline: What to Expect
| Day | What Happens |
|---|---|
| Day 1 | Cancellation request submitted |
| Day 1–2 | du may call to confirm and may offer a retention deal |
| Day 2–3 | Service disconnected (if all bills cleared) |
| Day 5–7 | Final bill generated |
| Day 7–10 | Credit balance refunded (if applicable) |
| Day 30 | Account fully closed |
Before You Cancel — Could a Plan Change Work Better?
Many du customers cancel when what they actually need is a plan adjustment. If your reason for cancelling is cost, slow speeds, insufficient data, or poor service, there are often faster and cheaper fixes:
- Downgrade your du postpaid plan to a lower tier instead of full cancellation — no exit fee.
- Pause your service temporarily if you are travelling or relocating short-term.
- Transfer account ownership to another person or company without disconnecting the number.
- Upgrade to a better-fit plan if the issue is data limits or coverage — especially relevant for business accounts.
If you manage multiple business lines or are unsure which route makes commercial sense, get in touch with the Stalwart team — as an authorized du business partner, we can review your current du postpaid plans and advise on the most cost-effective path, whether that is cancellation, renegotiation, or a straight upgrade.
"We were about to cancel our five business lines — Stalwart reviewed our usage in 20 minutes and moved us to a plan that saved AED 800 a month without losing a single number." — Finance Manager, Dubai-based Trading Company