How to Fire a Digital Marketing Agency That Isn't Working

Do This Before You Say Anything to the Agency

Before initiating the conversation, quietly confirm you have (or can get) full access to everything that matters: your website admin login, your domain registrar account, your Google Business Profile ownership, your ad platform accounts, and any content or creative assets. If you don't currently have direct ownership of these, that's the first thing to resolve, ideally before the agency knows you're planning to leave.

Review the Contract Before You Act

Confirm the required notice period, any early-termination fees, and what happens to ongoing campaigns or content mid-cycle. Acting outside the contract terms (stopping payment abruptly, for example) can create unnecessary legal exposure even when the agency genuinely isn't performing.

Have the Direct Conversation First, If There's Time

Unless the relationship has broken down entirely (non-responsiveness, a clear breach of contract), a direct conversation about specific concerns - with a defined timeline for improvement - is worth having before moving straight to termination. Sometimes this resolves the issue; when it doesn't, it also creates a clear paper trail showing the concerns were raised in good faith.

Give Formal, Written Notice

Follow the contract's specified notice method and period exactly (email is standard for most agreements, but check for anything requiring certified mail or another specific format). Keep it factual and professional - a paper trail matters more than expressing frustration.

During the Transition Period

• Request a full handoff of all account access, credentials, and any documentation of what's currently running (active campaigns, scheduled content, ongoing strategies)
• Download or request copies of all content, creative assets, and historical reporting data
• Confirm the exact date campaigns will stop running, especially paid ads, to avoid an unexpected gap or unexpected continued spend
• Change passwords on any shared accounts once the transition is complete

What to Do If They're Uncooperative

If an agency refuses to hand over access to accounts you rightfully own, this becomes a straightforward ownership dispute rather than a marketing disagreement - Google, Meta, and domain registrars all have processes for reclaiming account ownership when you can prove your business is the rightful owner, though it can take time. This is exactly why confirming ownership terms in the contract before signing matters so much - see our contract checklist for what to look for next time.

Don't Leave a Gap Behind

Have the next step lined up before terminating, even if it's temporary - a period with zero call answering, zero follow-up, or zero active campaigns while you search for a replacement can cost more than the bad agency relationship did. Line up at least the fundamentals (call answering, lead follow-up) to continue running without interruption.

Switch Without Losing Momentum

Crescore Systems can go live within 48 hours, so switching from an underperforming vendor doesn't mean a gap in coverage. Book a free audit and we'll help you plan the transition cleanly.