When a Sync subscription is cancelled, the associated account enters a closed state. This article explains the following:
- What is a closed account?
- Why was my account closed?
- What happens to my files?
- Can I reactivate my account?
What is a closed account?
A closed account means that your Sync subscription has been cancelled, and your access to Sync has been disabled. This includes:
- No longer being able to sign in to the Sync web panel, desktop app, or mobile app.
- Syncing between devices is paused.
- Access to files, sharing links, and collaboration features is suspended.
Why was my account closed?
Accounts are placed in a closed state when:
- You cancel your subscription manually.
- Your subscription is cancelled automatically due to non-payment after the grace period.
- If you're part of a Teams plan, your account may also be closed if a Teams administrator removes you from the plan.
What happens to my files?
While your account is closed, your files remain securely stored on our servers for 30 days. During this retention period:
- No data is deleted
- You still have the opportunity to reactivate your account and regain full access
After 30 days, the account and all associated data are permanently deleted and cannot be recovered.
Can I reactivate my account?
Yes, if you're still within the 30-day retention period and would like to reopen your account, you can contact our support team. We'll help you reactivate your account and restore access to your files.
Once reactivated, your Sync apps will function normally again, and all of your data will remain intact.