Why is my account deactivated?
Invoice Customers: We have either not received payment or your team has opted to cancel.
- To reactivate, please contact your Account Manager.
Credit Card Customers: The card on file has either expired, or when we tried the card, it was declined by your bank.
After the first failed charge, your account will go into a dunning process where we will attempt to transact the card 2 more times in the upcoming days. On the 7th day if no payment has been captured, your account will be deactivated.
- To reactivate, the Owner on the account needs to access the billing portal, enter updated credit card information, and contact Support to reactivate the account. After 60 days, your account will be permanently deleted. See this article for more information.
Common Questions
Q: Can I restore my account if it's been more than 60 days since deactivation?
A: No. Deactivated accounts are deleted after 60 days. You will need to renew to keep the account.
Q: Will users be able to leave feedback now that my account is deactivated?
A: No. Neither end users or contributors will be able to leave feedback. End users will be able to sign in and export their data, though.
Q: I don't wish to reactivate my account, what are next steps?
A: We provide an outline for this transition here.