## 🔍 What Is Happening?

Some customers have reported seeing a cancellation notice on their account even though they never requested to cancel their plan. When they click the option to restart their subscription, they receive an error message stating they are not eligible for reactivation because their paid access period has expired.

This is a known issue that our engineering team is actively investigating. It is not caused by anything you did, and your account can be fully restored.



## ⚠️ Why Self-Serve Reactivation May Fail

The in-platform reactivation flow currently cannot complete the process in certain cases where a cancellation occurred unexpectedly. Specifically:

- The system may flag your account as ineligible even though the cancellation was not initiated by you.
- Attempting to reactivate may appear to go through but then revert to a cancelled state — this is a known bug being addressed by the engineering team.
- Any sites or usage quotas tied to your plan may appear lost, but they can be restored once your subscription is reactivated by the team.

## ✅ How to Get Your Subscription Restored

Because the self-serve flow cannot reliably complete reactivation in these cases, the resolution requires assistance from our specialized internal team. Here is what will happen once you contact support:

1. **Verify your account details:** A support agent will confirm the cancellation timestamp and that you did not initiate the cancellation.
2. **Update your payment method if needed:** You may be asked to confirm or provide an updated payment method so the reactivation can be processed correctly.
3. **Escalation to the specialized team:** Your case will be passed to a dedicated internal team who can manually reactivate your subscription and restore your access.
4. **Confirmation:** Once the team has resolved the issue, you will be notified and your plan, sites, and usage quotas will be back to normal.

## 💬 Contact Support to Resolve This

Because this issue cannot be fixed through the reactivation button alone, please reach out as soon as possible so the specialized team can restore your account without further delay.

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.

When you connect, let the agent know that your subscription was cancelled unexpectedly and that the reactivation option is showing an eligibility error. This will help them prioritize and escalate your case quickly.