Suspending a License #
Suspending temporarily disables a license. Unlike cancellation, suspension is reversible.
When to Suspend #
Common Reasons:
- Customer issued chargeback (pending resolution)
- Subscription renewal not paid
- Suspected fraud (investigating)
- Terms violation (warning period)
- Customer requested temporary pause
- License sharing detected (warning)
How to Suspend #
- Go to DDLS > Licenses
- Find the license (search by customer email)
- Click [Edit]
- Change Status from “Active” to “Suspended”
- Click [Update License]
- Add internal note: “Suspended – [reason] – [date]”
What Happens to Customer #
Immediately:
- Cannot activate new sites
- Cannot download updates
- Cannot renew subscription
- Portal shows “License Suspended” message
Within 24-48 Hours:
- Existing activations stop working
- Software checks license and fails
- Customer sees error: “License suspended. Contact support.”
How to Reactivate #
- Edit license again
- Change Status back to “Active”
- Click [Update License]
- Update internal note: “Reactivated – [reason]”
- Email customer: “Your license has been reactivated!”
Customer regains access immediately.
Suspended vs. Cancelled #
Suspended:
- Temporary
- Reversible
- Can be reactivated
- Use for payment issues, investigations, warnings
Cancelled:
- Permanent
- Cannot be reversed
- License key unusable forever
- Use only for confirmed fraud, finalized chargebacks
Communication #
Always tell customer why license was suspended:
Examples:
- “License suspended due to unpaid renewal. Please pay your renewal order to reactivate.”
- “License suspended pending chargeback investigation. Will resolve within 5 business days.”