Suspend or reactivate a customer's service

If a customer hasn’t paid their invoice, you can suspend access to their Google service. When you suspend a customer’s access, customer's users can't use the service.

Billing for suspended services 

How you're billed for any suspended subscription (e.g. Google Workspace, Archived User, Chrome Device Management) that's on a Flexible Plan or Annual Plan: 

  • Flexible Plan: You won't be billed
  • Annual Plan - Monthly:  You continue to be billed until the commitment period ends
  • Annual Plan - Yearly:  We do not provide credits or refunds, or extend the renewal date

Important: Add-on subscriptions, such as Google Vault and Workspace Additional Storage, are not automatically suspended. After suspending Google Workspace, be sure to suspend or cancel add-on subscriptions to avoid ongoing billing.

Suspend a customer’s service

Suspend each of the customer's subscriptions. Add-ons such as Google Vault or Workspace Additional Storage aren't automatically suspended when you suspend Google Workspace.

You can suspend a customer's subscription for up to 60 days. After a 60-day suspension or repeated suspension periods, Google has the option to transfer the customer from your account.

  1. Sign in to the Partner Sales Console.
  2. On the Customers page, click the customer name.
  3. Click the service to suspend.
  4. In the service details, click the service status. 

    Click Active button to change status
  5. Select Suspend and then Confirm. The subscription status switches to "Suspended". 
  6. Repeat for each of the customer's subscriptions (such as Google Voice or Workspace Additional Storage).  

Reactivate a subscription you suspended

You can reactivate subscriptions that you chose to suspend. You can't reactivate a subscription that was automatically suspended (for example, the customer hasn't accepted the Terms of Service).

Before you reactivate a service, you might review any automatic licensing settings. 

  1. Sign in to the Partner Sales Console.
  2. On the Customers page, click the customer name.
  3. Click the subscription to reactivate.
  4. In the subscription details, click the Suspended status.
  5. Select Active and then Confirm.

Note: Reactivation can take up to 24 hours after you complete these steps.

 

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