Suspend or cancel a customer's service

If a customer hasn’t paid their bill on time, you can suspend access to their Google service until they do so. When you suspend a customer’s access, no users in their organization can use the service.

Customers can be suspended for up to 60 days. After this, their account and data may be transferred to Google.

Understand billing for suspended customers

If the customer has their service, such as G Suite or Cloud Identity Premium, on the Flexible Plan, you won’t be billed. If the customer has their service on the Annual Plan, you continue to be charged until their commitment period ends.

If the customer has a Google Vault or Google Drive storage add-on, this subscription isn’t automatically suspended when you suspend the overall G Suite subscription. After suspending G Suite using the procedure below, repeat the steps to suspend or cancel add-on subscriptions to avoid ongoing billing for Vault or Drive storage.

Suspend a customer’s service

  1. Sign in to the Reseller console.
  2. On the Customers page, click the customer’s name.
  3. On the details page, scroll to the Subscriptions section.
  4. Next to the service you want to suspend, click Actions and then Suspend subscription.
  5. Click Suspend subscription to confirm.

Reactivate a suspended customer’s service

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

  1. Sign in to the Reseller console.
  2. On the Customers page, click the customer’s name.
  3. On the details page, scroll to the Subscriptions section.
  4. Next to the service you want to reactivate, click Activate subscription.
  5. Click Activate to confirm.

Cancel a customer’s service

You can’t cancel a customer’s service or account. Instead, to end your relationship with the customer, transfer them to Google.

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