How to Reactivate an Expired or Suspended BoldDesk Subscription
If the subscription payment is not completed by the due date, the account will first move to an expired status and may eventually transition to a suspended state. To help you restore access, you can follow the steps outlined below to reactivate your expired or suspended subscription.
- Go to the Admin Center page.
- Click on the Billing and Subscription option to open the billing and subscription portal.
- In the billing and subscription portal, navigate to the expired or suspended subscription page, and click the Reactivate Subscription option. The reactivate subscription dialog will be shown.
- In the reactivate subscription dialog, check the Total due today amount and click Pay to proceed with the payment collection and activation of the subscription.
- Total due today – This is the pending amount for the subscription which will be deducted immediately.
- Payment card – Today’s due amount will be deducted from this card.
- If you wish to make the payment using a different card, please update the card details from the payment page and try again. Learn more about How to Add, Set a Default, and Delete Payment Methods.
- Once the payment is collected to reactivate an expired or suspended subscription, the subscription will be activated immediately with the current billing cycle, and in the case of a suspended subscription, the billing cycle will reset.
A customer portal may appear inactive if the account is Suspended because the subscription plan expired and remained unpaid for more than 14 days (equivalent to 20 days since the payment overdue). When an account is suspended:
- Access to the Customer Portal is restricted.
- The customer cannot submit new tickets.
To restore access, the customer must renew the subscription or contact BoldDesk Support.
If your default card has 3D security enabled, then you will be asked to complete an additional verification step with the card issuer to process the payment.
A popup will be shown with an authentication page on the card’s bank’s website and requires you to enter a password associated with the card or a code sent to your phone.
If the reactivation of today’s due payment is authorized, the subscription will be activated immediately.
Trial Accounts
Trial accounts expire automatically after the trial period ends. To activate your account, you have to upgrade to a paid subscription.
Learn more about How to Buy and Pay for a BoldDesk Subscription.
Reactivating an expired offer account follows the same steps as buying and paying for a new BoldDesk subscription.
FAQs
Q1. What happens when my BoldDesk subscription payment fails or expires?
If payment is not completed by the due date, your account will transition through the following stages:
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Active Customer: Your account remains active immediately after purchase.
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Active Expired (after 6 days): If payment fails for 6 days, your account status changes to Active Expired. Limited functionality may apply.
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Suspended (after 14 days): After 14 days without payment, your account becomes Suspended, and access to most features is restricted.
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Marked for Deletion (after 30 days): If payment is still not resolved after 30 days, your account and associated data will be marked for permanent deletion.
Q2. Can I change my plan while reactivating?
Yes. You can upgrade or downgrade your plan during reactivation by selecting a new plan in the Billing and Subscription section.
