Account Inactivity, Suspension, and Termination
This article explains how LiveAgent handles account inactivity, suspension, and termination for different account types — including how long it takes before an inactive account is suspended and ultimately deleted from the servers.
You can find detailed information about each account type, as well as the suspension and termination process, at the following link: https://support.liveagent.com/701120-Account-inactivity-and-suspension
Keeping Your Account Active
To keep a Free account active, you must log in to the agent panel at least once every 4 weeks. Logging in to the customer portal only is not sufficient.
Paid accounts do not have an inactivity period. They are suspended only when billing stops or fails and the current billing period ends.
Free & Trial Account Inactivity and Termination Periods
The table below outlines how many days of inactivity lead to suspension, and how many days after suspension an account is permanently terminated and deleted.
| Account Type | Inactivity Days to Suspension | Suspension Days to Termination |
|---|---|---|
| Trial | N/A | 30 days |
| Free | 28 days | 30 days |
| AppSumo Free | 28 days | 90 days |
| LiveAgent365 Free | N/A | 90 days |
| Reseller's Trial | N/A | 30 days |
Paid Account Termination Periods
Paid accounts are suspended when billing stops or fails. Once suspended, all paid account types are terminated after 120 days.
| Plan | Suspension Days to Termination |
|---|---|
| Current paid plans (Small, Medium, Large, Enterprise) | 120 days |
| Legacy paid plans (Ticket, Ticket + Chat, All-inclusive, etc.) | 120 days |
| AppSumo Paid | 120 days |
| LiveAgent365 Billed | 120 days |
| Reseller's paid plans | 120 days |
Reactivating a Suspended Account
Suspended accounts can be reactivated by the LiveAgent support team. If you need to pause your paid account for an extended period and want to prevent data loss due to the default termination timeline, please contact LiveAgent support.
AppSumo Lifetime Deals (2018/2019)
If you purchased LiveAgent through AppSumo in 2018 or 2019 and hold a lifetime license, your deal is protected even if your account becomes suspended and deleted. The support team can create a new empty account on the AppSumo Free plan for you.
- Do not create a new Trial account.
- Contact LiveAgent via live chat and provide your AppSumo code to restore access.
Account Inactivity, Suspension, and Termination Policy in LiveAgent