Pausing accounts

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">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.</p>
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<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Account &gt; Billing &gt; Subscription</span>
</div>
</div>
<p class="p">As an alternative to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834902810" target="_blank">cancelling your account</a>, Zendesk allows eligible
customers to pause their account for up to three months. You must be the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822084634" target="_blank">account owner</a> to pause an account. Only accounts with less than
$20,000 ARR and monthly payments can be paused. </p>
<p class="p">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.</p>
<p class="p">This article contains the following sections: </p>
<ul class="ul" id="topic_cxf_ztn_wcb__ul_uv2_g5n_wcb">
<li class="li"><a class="xref" href="#topic_zlr_qsv_h4b">About pausing an account</a></li>
<li class="li"><a class="xref" href="#topic_l1z_tvt_w2b">Pausing an account</a></li>
<li class="li"><a class="xref" href="#topic_nnh_nbc_gjc">Switching plans</a></li>
<li class="li"><a class="xref" href="#topic_e3m_l5n_wcb">Canceling a pause to reactivate your account</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_zlr_qsv_h4b">
<h2 class="title topictitle2" id="ariaid-title2">About pausing an account</h2>
<div class="body">
<p class="p" dir="ltr">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. </p>
<p class="p" dir="ltr">If you have an eligible <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank">online assisted or self-service account</a>, you can pause your
account from the Subscription page in Admin Center. If you have a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank">managed account</a>, contact <a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Zendesk
Sales</a> to request a pause. </p>
<div class="p">When your account is paused: <ul class="ul" id="topic_zlr_qsv_h4b__ul_ikv_k5v_h4b">
<li class="li">You and your agents won’t be able to work on any ticket and ticket auto replies are
turned off. </li>
<li class="li">Your customers will not be able to submit tickets by email, web forms, or other
channels. </li>
<li class="li">Your data, settings, and account information will stay safe and secure.</li>
<li class="li">Your subscription charges will be on-hold for three months. Your charges will
automatically reactivate after three months. </li>
<li class="li">You can always reactivate your account anytime during the pause. Charges will start
again right away. </li>
<li class="li">You can pause once every 12 months. </li>
<li class="li">While your account is paused, you can still update your account to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834902810" target="_blank">cancel your subscription</a> or <a class="xref" href="#topic_nnh_nbc_gjc">switch</a> your plan type.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_l1z_tvt_w2b">
<h2 class="title topictitle2" id="ariaid-title3">Pausing an account</h2>
<div class="body">
<p class="p">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 <a class="xref" href="#topic_e3m_l5n_wcb">cancel a pause</a> to reactivate your account.</p>
<p class="p"><strong class="ph b">To pause an account</strong></p>
<ol class="ol" id="topic_l1z_tvt_w2b__ol_vjr_qfy_2gb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Billing &gt; Subscription</strong>.</span><p class="p">A summary of your current plan appears.</p>
</li>
<li class="li">Click <strong class="ph b">Manage</strong> to manage your subscription.</li>
<li class="li">Click <strong class="ph b">Remove products or cancel account</strong> at the bottom of the Manage subscription
page.<p class="p"><img class="image img-screenshot" id="topic_l1z_tvt_w2b__image_dr4_hdg_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/account_pause_cancel_products.png" width="300"></p>
<p class="p">A Pause or
cancel products page appears with a Pause Zendesk section.</p>
<p class="p"><img class="image img-screenshot" id="topic_l1z_tvt_w2b__image_p1p_rdg_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/account_pause_button.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Pause account</strong>. <p class="p">A message appears with a description of what happens when
you pause your account. It includes the pause start and end dates. </p>
</li>
<li class="li">Click <strong class="ph b">Confirm pause</strong> to start the countdown. <p class="p">Your account will be paused at the
start of the next billing cycle. You can continue using all your features until
then.</p>
</li>
</ol>
<p class="p" dir="ltr">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. </p>
<p class="p"><img class="image img-screenshot" id="topic_l1z_tvt_w2b__image_jyb_cnx_bjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/account_paused_scheduled_banner.png" width="730"></p>
<p class="p">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. </p>
<p class="p"><img class="image img-screenshot" id="topic_l1z_tvt_w2b__image_zc4_gnx_bjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/account_paused_banner.png" width="730"></p>
<p class="p">Your admins and agents will see similar banners, but without the Cancel pause or Reactivate
account buttons.</p>
<p class="p" dir="ltr">While your account is paused, you have three options:</p>
<ul class="ul" id="topic_l1z_tvt_w2b__ul_ycg_xcc_gjc">
<li class="li" dir="ltr">You can switch to a different plan. See <a class="xref" href="#topic_nnh_nbc_gjc">Switching plans</a>
</li>
<li class="li" dir="ltr">Cancel your account. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834902810#topic_xcq_sgt_w2b" target="_blank">Canceling your account</a>. When you cancel a paused
account, the cancel happens immediately at no extra charge. </li>
<li class="li" dir="ltr">Or, when you’re ready, reactivate your account. See <a class="xref" href="#topic_e3m_l5n_wcb">Canceling a pause to reactivate your account</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_nnh_nbc_gjc">
<h2 class="title topictitle2" id="ariaid-title4">Switching plans</h2>
<div class="body">
<p class="p" dir="ltr">If you want to lower your costs, consider switching plans to a less expensive
plan type.</p>
<p class="p"><strong class="ph b">To switch plans</strong></p>
<ol class="ol" id="topic_nnh_nbc_gjc__ol_ohh_kdc_gjc">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Billing &gt; Subscription</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">Manage</strong> to manage your subscription. </li>
<li class="li" dir="ltr">Click <strong class="ph b">Remove products or cancel account</strong> at the bottom of the Manage
subscription page.<p class="p"><img class="image img-screenshot" id="topic_nnh_nbc_gjc__image_lvk_ndc_gjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/account_pause_cancel_products.png" width="300"></p>
</li>
<li class="li">Click Switch plans.<p class="p"><img class="image img-screenshot" id="topic_nnh_nbc_gjc__image_lx4_qdc_gjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/account_pause_switch.png" width="600"></p>
<p class="p">A model
appears with a description of the switch and how it impacts the price of your account.
</p>
<p class="p"><img class="image img-screenshot" id="topic_nnh_nbc_gjc__image_wxz_vdc_gjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/account_pause_switch_modal.png" width="400"></p>
</li>
<li class="li">Click to confirm the switch.<p class="p">When you switch plans, your account is reactivated
automatically with the new plan. </p>
<p class="p" dir="ltr">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.
</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_e3m_l5n_wcb">
<h2 class="title topictitle2" id="ariaid-title5">Canceling a pause to reactivate your account</h2>
<div class="body">
<p class="p">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. </p>
<div class="note">
<span class="notetitle">Note:</span> 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. </div>
<p class="p" dir="ltr"><strong class="ph b">To cancel a pause</strong></p>
<ol class="ol" id="topic_e3m_l5n_wcb__ol_dsq_m2g_w3c">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Billing &gt; Subscription</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">Manage</strong> to manage your subscription. </li>
<li class="li" dir="ltr">Click <strong class="ph b">Remove products or cancel account</strong> at the bottom of the Manage
subscription page.<p class="p"><img class="image img-screenshot" id="topic_e3m_l5n_wcb__image_bvg_p2g_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/account_pause_cancel_products.png" width="300"></p>
</li>
<li class="li">Click <strong class="ph b">Reactivate account</strong>, then confirm the reactivation.<p class="p"><img class="image img-screenshot" id="topic_e3m_l5n_wcb__image_smk_w2g_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/account_pause_reactivate_button.png" width="600"></p>
<p class="p">If your pause
has been scheduled but hasn’t started, you’ll see a <strong class="ph b">Cancel scheduled pause</strong> button
instead of a <strong class="ph b">Reactivate account</strong> button.</p>
<p class="p"><img class="image img-screenshot" id="topic_e3m_l5n_wcb__image_prr_2fg_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/account_pause_cancel_scheduled.png" width="600"></p>
<p class="p">When your
pause has been cancelled, you’ll see a confirmation message. </p>
<p class="p"><img class="image img-screenshot" id="topic_e3m_l5n_wcb__image_imm_lfg_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/account_pause_reactivate_conf.png" width="250"></p>
</li>
</ol>
<p class="p">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</p>
<div class="note tip">
<span class="tiptitle">Tip:</span> As a shortcut, you can also cancel a pause by clicking the <strong class="ph b">Reactivate
account</strong> button that appears in the banner at the top of your screen.</div>
</div>
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