Pausing accounts


As an alternative tocancelling your account, Zendesk allows eligible customers to pause their account for up to three months. You must be theaccount ownerto pause an account. Only accounts with less than $20,000 ARR and monthly payments can be paused.


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus










Support

Team, Professional, or Enterprise







Summary: ◀▼
You can pause your account for up to three months if you have monthly payments and under $20,000 ARR. During the pause, your data and settings stay intact, and charges are on hold. You can’t work on tickets or receive new ones, but you can switch plans, cancel, or reactivate anytime. Pausing helps manage temporary business changes without losing account information.






Location: Admin Center > Account > Billing > Subscription



This article describes updated functionality that is being rolled out to
accounts. The rollout started on June 17, 2026 and should be complete in one week
As an alternative to cancelling your account, Zendesk allows eligible
customers to pause their account for up to three months. You must be the account owner to pause an account. Only accounts with less than
$20,000 ARR and monthly payments can be paused.
Pausing can be useful for customers who are in the process of changing their payment method
or experiencing a temporary downturn in their business. When you pause your account, you
retain your data, settings, and account status without incurring any charges.
This article contains the following sections:

About pausing an account
Pausing an account
Switching plans
Canceling a pause to reactivate your account



About pausing an account

When you request a pause to your account, your account will be paused at the
start of your next billing cycle. You can continue using all your features until then. You
must be the account owner to pause an account.
If you have an eligible online assisted or self-service account, you can pause your
account from the Subscription page in Admin Center. If you have a managed account, contact Zendesk
Sales to request a pause.
When your account is paused:
You and your agents won’t be able to work on any ticket and ticket auto replies are
turned off.
Your customers will not be able to submit tickets by email, web forms, or other
channels.
Your data, settings, and account information will stay safe and secure.
Your subscription charges will be on-hold for three months. Your charges will
automatically reactivate after three months.
You can always reactivate your account anytime during the pause. Charges will start
again right away.
You can pause once every 12 months.
While your account is paused, you can still update your account to cancel your subscription or switch your plan type.





Pausing an account

When you pause your account, the pause starts at the beginning of your next billing cycle.
The pause remains in effect for 90 days. Your account will automatically revert back to a
paid account after 90 days. You can also cancel a pause to reactivate your account.
To pause an account


In Admin Center, click
Account in the sidebar, then select Billing > Subscription. A summary of your current plan appears.

Click Manage to manage your subscription.
Click Remove products or cancel account at the bottom of the Manage subscription
page.
A Pause or
cancel products page appears with a Pause Zendesk section.


Click Pause account. A message appears with a description of what happens when
you pause your account. It includes the pause start and end dates.

Click Confirm pause to start the countdown. Your account will be paused at the
start of the next billing cycle. You can continue using all your features until
then.


To remind you that a pause is pending, you’ll see a banner at the top of your
screen. It includes the date when your account will be paused and when your account will
automatically reactivate.

When your account is actually paused, you’ll see a banner at the top of your screen to
remind you about the pause. It includes the date when your account will automatically
reactivate.

Your admins and agents will see similar banners, but without the Cancel pause or Reactivate
account buttons.
While your account is paused, you have three options:

You can switch to a different plan. See Switching plans

Cancel your account. See Canceling your account. When you cancel a paused
account, the cancel happens immediately at no extra charge.
Or, when you’re ready, reactivate your account. See Canceling a pause to reactivate your account





Switching plans

If you want to lower your costs, consider switching plans to a less expensive
plan type.
To switch plans

In Admin Center, click
Account in the sidebar, then select Billing > Subscription.
Click Manage to manage your subscription.
Click Remove products or cancel account at the bottom of the Manage
subscription page.

Click Switch plans.
A model
appears with a description of the switch and how it impacts the price of your account.



Click to confirm the switch. When you switch plans, your account is reactivated
automatically with the new plan.
If you switch plans in the middle of a
billing cycle, you’ll be charged a prorated amount for the remaining days in the cycle.
The prorated amount is based on your current subscription cost. When the next billing
cycle starts, billing will continue with the cost of the new, less expensive plan.






Canceling a pause to reactivate your account

You can cancel a pause at any time during the three month period that your account is
paused. When you cancel a pause, billing charges will start right away. You can also cancel
a pause after the pause has been scheduled but hasn’t started.

Note: If you cancel a pause in the middle of a billing cycle, you’ll be billed immediately for
any pro-rated changes based on the days remaining in your current billing cycle.
To cancel a pause

In Admin Center, click
Account in the sidebar, then select Billing > Subscription.
Click Manage to manage your subscription.
Click Remove products or cancel account at the bottom of the Manage
subscription page.

Click Reactivate account, then confirm the reactivation.
If your pause
has been scheduled but hasn’t started, you’ll see a Cancel scheduled pause button
instead of a Reactivate account button.

When your
pause has been cancelled, you’ll see a confirmation message.



If you reactivate your account in the middle of a billing cycle, you’ll be charged a
prorated amount for the remaining days in the cycle, then billing will resume as usual

Tip: As a shortcut, you can also cancel a pause by clicking the Reactivate
account button that appears in the banner at the top of your screen.


{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/10473742204058",
"url": "https://support.zendesk.com/hc/en-us/articles/10473742204058",
"headline": "Pausing accounts",
"description": "You can pause your account for up to three months to retain your data and settings without charges, with the option to reactivate or switch plans during the pause period.",
"articleSection": "Product help",
"datePublished": "2026-03-26T16:00:16+00:00",
"dateModified": "2026-06-17T14:28:06.904041+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/10473742204058"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
}
}
//
const fast_path_style = document.createElement('style');
fast_path_style.innerHTML = `#article-body .fastpath{font-size:.9em;background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 8px;margin-bottom:16px}#article-body .fastpath::before{content:none!important}`;
document.head.appendChild(fast_path_style);
//

//
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//

