Nothing gets deleted. Your plan stays active until the end of the period you've paid for, then the account is blocked and you can click Continue with Free to keep using Smartsupp for free. Your conversations, contacts and settings stay in place; data is removed only if you permanently delete your account.
We've split this article into a few sections:
When you turn off auto-renewal
Turning off auto-renewal doesn't stop anything immediately:
Your subscription stays active until the end of the period you've already paid for — and no further charges will be made.
Before it expires, we'll send you an email and you'll also see a warning in the dashboard.
After it expires, the account is blocked. To keep using Smartsupp for free, click Continue with Free on the blocked screen — your account switches to the Free plan right away. Just note the Free plan has limits (for example 25 live chat conversations per month, see Smartsupp packages).
Your data stays — canceling is not deleting
Canceling your subscription is not the same as deleting your account. Whatever happens with your plan:
Your conversations, contacts, settings, and configuration stay in place — nothing is wiped when a subscription ends.
Data is removed only if you permanently delete your account — see How to delete your account.
The legal details of data retention and deletion are described in our Privacy Policy and DPA.
⚠️ Account deletion is permanent and cannot be undone — all conversations, contacts, and settings are lost. Only the account owner can delete the account.
Coming back
You can start a paid subscription again anytime in the Billing section — everything will be exactly where you left it: your widget setup, conversation history, contacts, and team settings.
What's next?
How to cancel your subscription or downgrade your plan — the cancellation steps in detail.
Refunds — how does the money-back guarantee work? — when money can come back.
Billing — invoices, payment methods, and package management.
How to delete your account — if you really want everything gone.
💡 Need more help? Contact our support team — we're happy to assist!