Agency account statuses
What trial, active, payment overdue, suspended and cancelling mean for your agency's subscription, and what moves you between them.
Your agency's account has one status at a time. It decides whether your team can work and what banner you see.
| Status | What you see | What it means | What moves it on |
|---|---|---|---|
| Trial | Trial: … days left on the … plan. in the menu | Free trial on a plan. Everything works. Reminders are emailed 7 days and 1 day before the end (the platform may change these days). | As soon as the trial ends, the account becomes active (a paid plan with its first invoice). A trial you cancelled ends paused. |
| Active | Nothing special | Paying, or on a free plan. Everything works. | An invoice not paid by its due date makes it overdue. |
| Payment overdue | A red bar: A payment is overdue. Please pay the open invoice to keep your account running. with Pay now (for people who can manage the plan) | An invoice is past its due date. Everything still works. | Paying returns it to active. Still unpaid after the grace days (7 unless the platform changed it), the account is suspended. |
| Suspended | Account paused with your plan and billing | Nobody can work. Your data is kept. The owner can still see and pay invoices. | Paying the open invoice returns it to active at once, when the suspension was for an unpaid invoice. A suspension decided by the platform is lifted only by the platform. |
| Cancelling | The plan page shows the subscription ends at the period end | You asked to stop. Everything works until the paid period ends. | At the period end the account is suspended, without a new invoice. Keeping the subscription before then undoes it. |
| Cancelled | Account paused | The subscription ended as you asked. | Reactivate on Plan and billing starts a new period today with an invoice and opens the account at once. |
Note
On Account paused, the text follows the reason. For an unpaid invoice the owner sees Pay the open invoice below and your team can work again straight away. For an ended subscription, everyone else sees Ask the agency owner to reactivate the plan. Your work is safe. See Account paused.
Related articles
- Account and sign-in statusesWhat each status of a person's account, their two-step sign-in, their devices and their sign-in links means.
- I cannot sign inThe checks to make, in order, when the sign-in page refuses your password, your code, your reset link or your invitation.
- Account pausedWhat your team sees when the agency's account is paused, who can still do what, and how to open it again.