Can I access my data after cancelling?

After your license expires there is a grace period (shown as a banner in the console) followed by a 30-day waiting period during which access to all services and data is lost and sensors switch to bypass mode. After the 30-day waiting period, all data is permanently deleted and the org cannot be recovered. If you need to export data, do so before expiry or request data extraction assistance in your decommission support case within 5 days of termination.

Will I get a refund for the unused portion of my subscription?

No. Carbon Black subscriptions are annual or multi-year enterprise contracts with no self-service refund mechanism. The SaaS Listing document explicitly states that SLA remedies 'may not be a financial refund or credit of any kind.' Mid-term refunds are not offered and must be individually negotiated with your account manager, typically without success.

How long does the decommission process take?

After a formal decommission case is submitted via the Broadcom Support Portal, all data is purged 34 days later (30-day grace period + 3-day hold + final destruction). You can request immediate deprovisioning in your support case description if you need faster deletion.

Can I reactivate my Carbon Black Cloud org after cancelling?

No. Once the 30-day waiting period ends and data is deleted, the org is permanently destroyed and cannot be recovered or reactivated. If you wish to return to Carbon Black, you would need to purchase a new subscription and start from scratch.

Who do I contact to stop my subscription renewal?

Contact your Broadcom Account Director (for direct Broadcom customers) or your Catalyst Partner reseller (e.g., TD SYNNEX for Americas, Arrow Electronics for Europe, Carahsoft for US Federal). There is no self-service non-renewal option. You can reach Broadcom sales via broadcom.com/company/contact/sales.

What happens to my sensors after the license expires?

During the grace period sensors continue to function normally. After the grace period ends and the 30-day waiting period begins, the console attempts to switch all sensors to bypass mode. After the waiting period, sensors are auto-uninstalled and all associated data is permanently deleted.

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Prepare sensors for removal

Log into the Carbon Black Cloud console. Navigate to Endpoints in the left menu, select all devices, click Take Action > Uninstall, and confirm uninstall for all sensors. If 'Require code to uninstall sensor' is enabled in policy, you will need the Company Deregistration Code first.

Regenerate the sensor install code

In the Carbon Black Cloud console, go to Console Settings and regenerate the sensor install code. This prevents new automated sensor installs during the decommission process.

Clean up console configurations

Delete all alert configurations, sensor groups, and policies. Remove all API keys. Remove all users except the one submitting the decommission request.

Record your Company Deregistration Code

In Console Settings, locate and note your Company Deregistration Code, your Org ID, your Org Key, and your Tenant Name. You will need these to submit the formal decommission case.

Contact your account manager to stop renewal

Contact your Broadcom Account Director or Catalyst Partner (reseller such as TD SYNNEX, Arrow Electronics, or Carahsoft) to request non-renewal of your subscription. There is no self-service cancel button — stopping the billing must go through your sales/account management relationship. Reach Broadcom sales at broadcom.com/company/contact/sales.

Log in to the Broadcom Support Portal

Go to https://support.broadcom.com and log in with your Broadcom account. You must be a User Administrator, Product Administrator, or Carbon Black Cloud Super Admin to submit this request.

Create a Non-Technical support case

Click My Dashboard in the left nav, then My Cases. Click Create Case (top right). Select Non-Technical as the issue type, then under Product select 'Product Entitlements/Contracts Related'.

Submit the decommission request

In the Description field, write: 'I request the de-registration and complete removal of data for the following Carbon Black Cloud organization' and include your Org ID, Org Key, and Tenant Name. If you want immediate data deletion rather than waiting the default grace period, explicitly request 'immediate deprovisioning' in the description. Submit the case.

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