If your account becomes inactive, you'll see a message when you open your dashboard letting you know your access has been temporarily paused. Here's what that means and how to restore full access.
If your account includes multiple teams, they're all affected together—when the account becomes inactive, every team is paused at the same time.
In This Article
- What You Can Still Do
- What's Paused
- Reactivating Your Account (Owners and Admins)
- If You're a Team Member
What You Can Still Do
- View your dashboard and preview your surveys in any status.
- Delete drafted and completed surveys.
- Stop surveys currently in progress.
- Add or delete survey notes.
- Export your data—Word for drafts, Excel for collected responses.
- Surveys already in the field (or scheduled to launch) keep collecting responses unless you stop them.
⚠️ Note: We never delete anything on your behalf while your account is inactive—your projects and data stay right where you left them unless you remove them yourself. Per our terms of service, your data is retained indefinitely unless you request its deletion.
What's Paused
- Creating or launching new surveys.
- Cloning surveys.
- Editing surveys.
- Viewing the analytics/stats pages.
If you open one of these pages while your account is inactive, you'll simply be taken back to your dashboard—nothing is broken.
Reactivating Your Account (Owners and Admins)
- On your dashboard, click Reactivate my account (shown in the pop-up and in the left sidebar).
- You'll be taken to your Subscription page.
- From there, follow the prompt to reach our team and restore your account. Once complete, full access returns right away.
If You're a Team Member
Reactivation is handled by your account owner or admin. You'll see a note to contact your account owner or admin to reactivate this account—reach out to them to get access restored.