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.

Facility reactivation

If you deactivated a facility but kept your Petsoft account active, reactivating it is simple. Go to Organization > Facilities, find the inactive facility, and click Reactivate.

Everything comes back exactly as you left it:

• Rates and services
• Runs and room assignments
• Holiday schedules
• Staff assignments

Customer data is shared across facilities, so your customer list was never gone. Reservations from before deactivation stay in the system as historical records.

note

Reactivating a facility does not reactivate its payment devices. If you had card terminals paired to that location, you will need to pair them again.

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, update your payment method in Organization > Billing > Payment Info and pay any outstanding balance. Most accounts reactivate within a few minutes of the payment clearing.

If your account has been suspended for more than 30 days, contact support before paying. They may need to verify a few things to make sure your data is intact.

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 "billing@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

Pre-reactivation checklist

Step	Facility reactivation	Subscription reactivation	Employee reactivation
☐ 1	Confirm facility still in list	Update expired credit card	Find employee in Team > Employees
☐ 2	Click Reactivate	Pay outstanding balance	Change status to Active
☐ 3	Re-pair payment devices	Wait for payment to clear	Verify permission group
☐ 4	Verify rates & services	Test creating a reservation	Reissue login credentials if needed
☐ 5	Review holiday schedules	Check automated emails resume	Update schedule if role changed