Automated transfer of suspended customers

If all of a customer's Google Workspace subscriptions have been suspended for more than 60 days, Google will automatically transfer the customer from your account. These customers will enter a grace period and can reactivate their subscriptions or save their data before Google cancels their account.

For suspended subscriptions on the Annual/Fixed-Term Plan, the 60-day period starts only after the commit term for the subscription has ended, and if the subscription was not renewed.

Customers that won't be transferred

Your customer's account will not be transferred to Google if the customer has any of the following:

• At least one active subscription
• A Vault subscription
• A subscription that was suspended because the customer did not accept the Terms of Service
• A subscription that was suspended by Google
• Only a Chrome subscription

Customer accounts that have been suspended for more than one year will be canceled instead of transferred to Google.

Automated transfer questions

Why is this change happening?

We want to avoid retaining data for stale customers beyond our standard retention policy. 

Will I be notified if you transfer a customer to Google?

Yes. When you suspend an account, you'll get a message that if the subscription is suspended for more than 60 days the customer may be transferred to Google. You'll also receive 3 email reminders that Google has the option to transfer the customer from you to comply with its standard retention policy.

We've already sent resellers an email to announce we'll start cleaning up customer accounts after September 1, 2022. For subscriptions that have been suspended for more than one year, and will be canceled instead of transferred to Google, you will not receive a separate notification from Google.

What can I do to prevent a customer from being transferred to Google?

You can activate a suspended subscription so the customer does not get transferred to Google. You'll be billed for the subscription once it has been activated.

What happens when a customer is transferred to Google?

The customer is notified they were transferred to Google because all of their subscriptions were suspended for more than 60 days. They're asked to set up billing if they want to activate their subscription. If the customer does not want to reactivate their subscription they can save their data. After 60 days of inactivity, the customer’s data gets deleted.

Will customers be notified about these changes?

No, customers will not be notified about these changes. Resold customers that are transferred to Google will get an email explaining why their subscription was transferred to Google.