When accounts go dormant

Sometimes a facility closes temporarily. Seasonal businesses shut down for winter. A location might pause for remodeling. Or maybe the subscription lapsed and the account went into suspension. Petsoft lets you reactivate most things without losing data.

Subscription suspension

If your Petsoft subscription lapses because of a failed payment, your account goes into suspension. You can still log in, but you cannot create new reservations or check out customers. The system is essentially read-only.

To fix this, you will go through a short reactivation wizard rather than a single "update card and pay" step:

1. Payment — Update your card on file and pay any outstanding balance.
2. Tier Select — Choose a subscription tier. Since the account lapsed, you need to re-confirm which tier you want going forward; you are not automatically restored to your old tier.
3. Facilities — Re-select which facilities to reactivate. Your tier caps how many facilities can be active at once, so if you have more facilities than your chosen tier allows, you will need to pick which ones to bring back. You will also be asked to re-agree to the terms of service.

After completing all three steps, you are redirected to your dashboard (or onboarding, if this is functionally a fresh setup). Most accounts complete this and reactivate within a few minutes of the payment clearing.

Failed payments are also tracked by attempt count, not by how long the account has been suspended. After 5 failed payment attempts, the account is locked out and account owner sessions are invalidated as a security measure. If you hit this lockout, contact support — the normal "update card and pay" wizard is not available until the lockout is cleared.

What happens to your data

Petsoft does not delete data immediately when an account suspends. Your customer records, pet profiles, and historical reservations stay in the database for a retention period that depends on your contract terms.

However, some features stop working during suspension:

• Online booking through the parent portal
• Automated emails and SMS
• Payment processing
• Report generation

If you plan to close permanently, export your data first. Contact support and request a full export of customer and reservation records. They will provide it in a structured format you can archive.

Employee reactivation

Individual employees can be deactivated and reactivated without affecting the rest of the account. If someone returns after a leave of absence, go to Team > Employees, find their profile, and change the status to Active.

Their old permissions and schedule history stay attached to their profile. If their role changed while they were away, update their permission group before they log in.

Preventing accidental suspension

The most common cause of suspension is an expired credit card. Petsoft sends email warnings before your payment fails, but those emails sometimes end up in spam.

Add "support@petsoft.com" to your email contacts so the warnings come through. If you have multiple admins, make sure at least two people get billing notifications. That way if one person is on vacation, the other can update the card.

Feature availability during suspension

Feature	Active account	Suspended account
Log in	✅ Yes	✅ Yes (read-only)
Create reservations	✅ Yes	❌ No
Check out / payment processing	✅ Yes	❌ No
Parent portal bookings	✅ Yes	❌ No
Automated emails & SMS	✅ Yes	❌ No
Report generation	✅ Yes	❌ No
View historical data	✅ Yes	✅ Yes
Export data	✅ Yes	❌ No*
Reactivate account	—	✅ Yes (after payment)

* Contact support for emergency exports during suspension.

Reactivation decision tree