What does the message “Your account will expire” mean?
The banner message saying your account will expire at a certain date in the future is a notification that unless renewed before this date, the workspace will move to an expired status and you will lose edit access to your projects, data and content. Contact your Account Manager or sales@converlens.com to renew your account.
My workspace is saying “Your account has expired”. What does this mean?
Accounts that have not completed payment, or are cancelled and beyond their original subscription expiry date, are considered “expired”. While accounts are expired you will not be able to create, update or otherwise edit most areas of your workspace, including projects, surveys, responses, reports or settings. Expired accounts provide up to 30 days to export and download your data. Please note that a number of features, buttons and admin functionality may be disabled while an account is expired, however public pages and surveys may remain open. Surveys can continue to accept responses, but these responses will not be visible or exportable unless the account is renewed.
What happens to incoming responses when my account is expired?
Expired accounts can still receive responses from surveys (but cannot import data). Surveys will remain open and continue to accept responses. Responses received while an account is expired are saved to your workspace but are not visible and not available for export. To gain access to this data requires renewing your account for the period that the responses were received.
For accounts paid by invoice, this message will show up if the account remains unpaid after the final billing date. Accounts that remain unpaid are subject to be closed.
Locked accounts are expired workspaces that have exceeded the 30 day data export window, after which they become closed, and inaccessible to workspace members, including admins. Locked accounts can be re-opened by account admins purchasing a new subscription. Please note that locked accounts, their workspaces and all associated data may be permanently deleted after 90 days according to our data retention policies.
My workspace says “Payment failed”, what does this mean?
Failed payments mean that we attempted to charge your account but were unable to complete the transaction. Failures can occur for a number of reasons, and because of this we will retry for a few days. We recommend that you check your payment details and update them if they are not current. Please note that your account may enter an expired state if payment is unsuccessful.
Can I subscribe for a fixed period of time, such as 6 months?
Yes, Converlens supports fixing a subscription length to a period of time. The minimum unit of time is 1 month. You can extend this if needed at any time.
