How do I reactivate my suspended, expired, or canceled account?

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18 Comments

  • Dawn

    I do not have access to my account therefore I cannot update my card. I have tried to contact Customer Support and no luck. I will like to reactivate my account ASAP.

    0
  • Dave Dyson
    Zendesk Community Manager

    Hi Dawn – Thanks for your patience! Our finance team will be following up with you soon.

    0
  • Call-tracking.by

    @...

    Could you help me with the following. 

    We cancelled our subscription previously we had made the import of all our knowledge base articles according to your export guides.

    Today have found out that all the pictures are saved not as pictures but as links to your platform.

    Is it possible to get from you an archive file of all our articles with pictures?

    How could we settle this issue?

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  • Brett Bowser
    Zendesk Community Manager
    Hey Call-tracking,
     
    It looks like you chatted in with our Customer Care team and we were able to get your account reactivated temporarily so your team could go through and export the necessary data.
     
    Let us know if you have any other questions in the meantime :) 
     
    Cheers!
    2
  • Alex

    Hi, Support Team

     

    Hope you are well.

    Could you help me please? I have a same issue with @Dawn Griffith.

    "I do not have access to my account therefore I cannot update my card. I have tried to contact Customer Support and no luck. I will like to reactivate my account ASAP."

    Please help me, it is very urgent for our team. Our customer are getting angry with it.

     

    Best Regards.

    1
  • Brett Bowser
    Zendesk Community Manager
    Hey Alex,

    It looks like you got a chat open with our Finance team regarding this issue. They'll be able to assist with getting you access to your account so you can update your payment information.
     
    Let us know if you have any other questions in the meantime!
    0
  • Tamela Triplett

    I think my account has been suspended so when I try and go pay the outstanding bills, it says that the help center no longer exists. How do I make a payment for a deleted account? How do I get my subdomain back?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Tamela,
     
    Sorry to hear this! Instead of logging in to your help center (your browser may be autocompleting your url with something like "http://mysubdomain.zendesk.com/hc/en-us" or "http://mysubdomain.zendesk.com/home"), try logging into your Admin Center directly, using "http://mysubdomain.zendesk.com/admin/home" (but substituting your own account subdomain in place of "mysubdomain"). Can you give that a try?
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  • Tamela Triplett

    Hi Dave,

    Thanks for the response. Unfortunately it sends me to the same page. "Oops, this help center no longer exists"

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  • Dave Dyson
    Zendesk Community Manager
    Hi Tamela, 
     
    Sorry, you'll need to contact Zendesk Customer Support to get assistance with this.
    0
  • Austin Hung

    Hi Dave,

    We try to login account and update the payment information, but our Zendesk account has been suspended: "Bummer. It looks like the help center at "ourdomain".zendesk.com no longer exists."
    (same issue with @Dawn Griffith.)

    I will like to reactivate my account ASAP.

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Austin, thanks for the heads up! I'm going to create a ticket on your behalf so our Customer Care team can follow up with you.
     
    You'll receive an email shortly stating your ticket has been created.
     
    Cheers!
    0
  • Xndo SDCR

    hi 

    Our Zendesk account has been suspended due to payment invalid. How to update the billing details if we can't login to account? We try to reach out to zendesk support via email but not very responsive. If there any way to contact the support team or billing team as we need to reactivate our account asap. For your info, our ticket number is  10751173.

     

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  • Brett Bowser
    Zendesk Community Manager
    Hey Xndo,
     
    It looks like our Finance team was able to get your account reactivated so you could update your billing.
     
    Let us know if you have any other questions!
    0
  • Austin Hung

    Hi Brett,

    Thanks for your help! Could you help create a ticket again?
    In request (#10686809), Zendesk Customer Care team temporarily lifted the suspension for 48 hours. But I was waiting for approving of internal financial request so that I didn't have company credit card to update the payment details.

    Our internal financial request has been approved...but our Zendesk account has been suspended again and we can not update the payment details via the admin center.

    Because our finance colleague are taking leave next week, we would like to handle the payment details updates tomorrow. Thank you.

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  • Brett Bowser
    Zendesk Community Manager
    Thanks for the heads up Austin! I created another ticket on your behalf so our Customer Care team can assist further.
     
    Cheers!
    0
  • Austin Hung

    Hi Brett,

    Thanks for your help. 
    The ticket 10785539 was created on 9/8 but Zendesk support team has not handled this issue. We still can't login to account and update payment info. If there is any way to contact the support / billing team as we need to reactivate our account as soon as possible.

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Austin,
     
    Thanks for bringing this to our attention. I'm going to reach out internally to see why there hasn't been any follow-up on your ticket and see if there's anything I can do to help expedite this.
     
    I'll follow up here once I have more information to share!
    0

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