How to Reactivate Expired or Suspended BoldDesk Subscription
Managing your BoldDesk subscription helps ensure uninterrupted access to all features. This article explains what happens when a subscription becomes overdue and provides step‑by‑step guidance on how to reactivate an Expired or Suspended account.
Active Account
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.
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Go to the Admin Center page.
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Click on the Billing and Subscription option to open the billing and subscription portal.
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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.
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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. Explore How to Manage Payment Methods for BoldDesk Subscription Payments.
- 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.
- Tickets are not created for suspended or expired accounts. To submit and manage support tickets, ensure your account is active. If your account is suspended or expired, renew or reactivate the account before attempting to create a ticket.
Troubleshooting
Banner - “Subscription has expired… Pay now”
Banner message: Subscription has expired. Account will be suspended on {date}. Pay now.
Cause: The subscription payment was not completed by the due date and the account entered the Expired state.
Resolution:
- Select Pay Now or Reactivate Subscription.
- Complete the outstanding payment.
- After successful payment, the subscription is reactivated immediately, and access continues.
Banner - “Account has been suspended… will be deleted by {date}”
Banner message:Account has been suspended; it will be deleted by {date}. Please contact BoldDesk support to restore your account.
Cause: The subscription remained unpaid after the expiration period, resulting in Suspended status.
Resolution:
- Contact BoldDesk Support:
[email protected] - Complete the required subscription payment to reactivate the account.
- Restore the account before the deletion date to avoid potential permanent data loss.
Suspended accounts have restricted access to BoldDesk features, including the Customer Portal. If the account is not restored before the deletion date, account data may be permanently removed.
Frequently Asked Questions
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What happens when a BoldDesk subscription payment is not completed by the due date?
BoldDesk transitions the account from Active to Expired, and the account may later transition to Suspended. The account moves to “Active Expired” after 6 days of non-payment, “Suspended” after 14 days, and “Marked for Deletion” after 30 days. -
How do I reactivate an Expired BoldDesk subscription?
Open Admin Center → Billing and Subscription, open the Expired subscription, select Reactivate Subscription, review Total due today, and select Pay. -
How do I reactivate a Suspended BoldDesk subscription?
Use the same billing portal reactivation process when available. If the banner indicates support is required, contact[email protected]and complete the required payment to restore the account. -
What is “Total due today” in the Reactivate Subscription dialog?
“Total due today” is the pending amount that will be deducted immediately when you select Pay. -
Can I pay with a different card during reactivation?
Yes. Update card details on the payment page and then retry payment. Explore How to Manage Payment Methods for BoldDesk Subscription Payments. -
What happens if my card requires 3D Secure authentication?
BoldDesk displays an authentication pop-up from the card issuer (bank). After successful authentication and authorization, the subscription is activated immediately. -
Will the billing cycle change after reactivation?
If an Expired subscription is reactivated, the subscription activates immediately with the current billing cycle. If a Suspended subscription is reactivated, the billing cycle resets. -
Can customers submit tickets while the account is Expired or Suspended?
No. Tickets are not created for Expired or Suspended accounts. The BoldDesk account must be Active to submit and manage tickets.
