Canceling a subscription raises two very reasonable worries: will I get charged again, and will I lose my data? Here is exactly what happens to your account when a subscription ends — and the short answer on data is: nothing gets deleted.
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, contact our support and we'll switch your account to the Free plan — just note it 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!