Managing Workspace access and data after your subscription has ended (self-serve)

If your Pigeonhole Live subscription plan ends, your access to your Team Workspace and the corresponding Pigeonholes and data will go through multiple states before it is permanently deleted. This article will walk you through the progression of the subscription expiry so you know when to renew your subscription to return your Workspace to the active state or back up your data before the Workspace becomes invalid. 

When does your subscription end? 

There are two reasons your current subscription ends: 

Payment error for subscribed users

• If the auto-renewal for your subscription fails, your current subscription will end on the stated end date. Auto-renewals can fail due to an invalid or expired credit card or any disruptions to the payment system. 
• In the event the auto-renewal for your subscription fails, the team owner will receive an email notification informing them of the issue
• The team owner will also receive an email notification to inform that the subscription has lapsed and reminding them to manually renew the subscription
• The new subscription date will start from the day the subscription successfully renews

When user cancels subscription

• When the team owner manually cancels the subscription, the subscription will end on the stated end date and will not automatically renew
• The team owner will receive an email notification to inform that the subscription has lapsed and what to expect in the next 30 days

When your subscription ends, your Team Workspace will go through the following stages: Expired, Disabled, Deprecated. 

Active	Expired	Disabled	Deprecated
	1st to 30th day after subscription ends	31st-60th day after subscription ends	61st day after the subscription ends
Normal access  Users can access all pages and functions in the Workspace	Limited access Users can access all pages in the Workspace but cannot add new Pigeonholes or new sessions	Limited access Users can access Workspace settings, Profile, Account settings, but cannot access the Pigeonhole list page	No access Workspace will be removed from the users’ accounts
Users can access all event data and export them	Users can access all event data and export them	Users cannot access all event data	Users cannot access all event data
	Resubscribing will return the Workspace to active state	Resubscribing will return the Workspace to the active state	Users cannot resubscribe as Workspace and the associated data is no longer available

 

Expired state

How does a Workspace reach this state? 

1. The auto-renewal for the subscription failed due to an error in the registered default payment method or due to an error in the payment system. 
2. The team owner has manually cancelled the subscription. 

What happens to the Workspace in this state? 

The expired state will last for 30 days from the subscription end date. 

In the expired state: 

• Workspace users can still access all existing Pigeonholes in the Workspace and other Workspace functions.
• However, the Add Pigeonhole button in the Workspace and Add sessions buttons for existing Pigeonholes will be disabled.

• Hence, Workspace users can access existing Pigeonholes to export the Insights but will not be able to create new Pigeonholes or add new sessions to existing Pigeonholes.

Action required during this state: 

If your subscription ended due to an error in the auto-renewal, you are required to manually resubscribe to your plan to restore full access to your Workspace and Pigeonholes. Failure to resubscribe will result in your access to the Workspace and associated Pigeonhole data being disabled. 

If your subscription ended because you cancelled your subscription, you will have 30 days from the subscription end date to export all your event data before your access is disabled.

Reminders and communication during this state: 

• The Workspace team owner will receive an email notification to remind them that the Workspace has expired and that they need to renew their subscription or export the Workspace data. 
• There will also be a label in your Workspace indicating that the Workspace has expired (as shown below) that will be visible to all Workspace users

Disabled state

How does a Workspace reach this state? 

The Workspace will reach the disabled state if the team owner did not manually resubscribe within 30 days from the subscription end date.  

What happens to the Workspace in this state? 

In the disabled state: 

• Workspace users will not be able to access the Pigeonhole list page 
• An unclosable modal will appear on the Workspace for all users as a reminder to renew the subscription (as shown below)

• Workspace users may still navigate to other pages such as the Workspace Settings, Profile, Account Settings etc

Action required during this state: 

The team owner has 30 days from the end of the expired state to renew the subscription before the Workspace and all associated Pigeonhole data are scheduled for deletion. When the team owner renews the subscription, the Workspace will return to the active state and all Pigeonholes will be accessible again. 

Reminders and communication during this state: 

• The team owner will receive an email notification to remind them that the Workspace has expired and they will need to resubscribe by the stated date. The team owner will also be notified to export all Workspace data if they do not intend to continue the subscription as the Pigeonhole will be scheduled for deletion by the stated date. 
• An unclosable modal will be in place on the Pigeonhole list page to remind all Workspace users to renew the subscription to continue access to the Workspace.
• There will also be a label in your Workspace indicating that the Workspace has been disabled (as shown below) that will be visible to all Workspace users

Deprecated state

How does a Workspace reach this state? 

The Workspace will reach the deprecated state if the team owner did not manually resubscribe within 60 days from the end date of the subscription. 

What happens to the Workspace in this state? 

In the deprecated state:

• The Team Workspace will be removed from the team owner’s and all the respective team members’ accounts and will no longer be listed in the Workspace dropdown menu.
• All Pigeonholes, event data, and the workspace will no longer be available to all the Workspace users
• When a user logs in, he/she will be redirected to their respective Personal Workspace. 

Action required during this state: 

There is no action required in this state. 

Reminders and communication during this state: 

An email will be sent to the team owner to inform them that the Workspace is no longer available.

Pricing for resubscription 

In the Expired and Disabled state (i.e. within 60 days from the subscription end date), the Workspace team owner will be able to resubscribe to the plan from their Workspace. The following specifications apply when resubscribing: 

• The renewal date will start on the date the plan is successfully resubscribed and not on the end date of the previous subscription. Therefore, the user will be charged the full cost of the plan.
• The user can choose to either downgrade or upgrade their existing plan and user licenses at the point of resubscribing. 

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