How can I reactivate my account and retrieve my data?
Regaining access to your deactivated account and retrieving your data involves several steps, depending on the status of your account and data. Below is a comprehensive guide to help you navigate this process effectively.
Introduction to Account Reactivation
What Happens When You Close or Pause Your Account?
Understanding the implications for data and access during account closure or pausing is critical for comprehensive lifecycle management. The following sections provide clear insights into what you can expect based on account status, including details about data retention, billing practices, and restoration opportunities.
We provide users with options to reactivate deactivated accounts if the data is still available. Data is stored for up to 6 months following account deactivation, in compliance with GDPR. After this period, all data is permanently deleted and cannot be recovered.
Additionally, when you close or pause your account, access to the system ends immediately unless the account is reactivated. Paused accounts retain data for the 6-month retention period, mirroring the approach to closed accounts. However, if your account is still in an active paid period, you retain access to the system until that period concludes.
Steps for Reactivating Your Account
To reactivate your account and retrieve your data:
Visit the Sign In page and log in with your previous credentials.
If you encounter a 'too many redirects' error, clear your web browser's cache and cookies before trying again.
If prompted, set up two-factor authentication (2FA) by following the instructions provided on the login page. This security step is required before you can regain access.
Once you log in, you'll need to enter your payment details to reactivate the account for a month. This will allow you to access your data and use any necessary services.
GDPR Data Retention Policies
Account data is retained for a maximum of 6 months after account deactivation.
If you request to access your account within this timeframe, you can recover data stored in your account.
However, once the 6-month window has passed, your account data is permanently deleted, and recovery is no longer possible.
During the 6-month retention period, access to your account is generally restricted unless you reactivate your subscription. In the case of closed accounts, reactivation within this timeframe allows for full data recovery.
If an account is paused, data and access policies still adhere to the 6-month retention policy, ensuring restoration capabilities during this window.
For subscriptions ended during an active paid period, system access remains until the conclusion of the billing cycle.
Setting Up Two-Factor Authentication
2FA is a critical security step during account reactivation. If a QR code is displayed during login, use a compatible authentication app (e.g., Google Authenticator) to scan the code and complete the setup process. Refer to the instructions on the login page for detailed guidance.
Common Troubleshooting Tips
Login Errors: Clear your cache and cookies to resolve any login issues, such as 'too many redirects' errors.
2FA Issues: Ensure you have access to your authentication app when setting up 2FA to avoid complications.
By following this guide, you should be able to reactivate your account and recover your data if it falls within the data retention window.
If your account is closed or paused, please remember to act within the 6-month data retention window to prevent permanent data loss and ensure uninterrupted access to the system. This includes reactivating subscriptions or finalising any workflow processes.