Home Processes Account Suspension & Restoration

Account Suspension & Restoration

Last updated on Dec 12, 2023

This guide outlines the process Chatwoot uses for account suspension or removal. There are various reasons why an account may be suspended, including violations of the terms of service, pending payments, or system abuse.

Some suspensions occur automatically, while others are carefully reviewed based on reports from users or community members.

🧸 The process

Follow the process outlined below for each suspension:

  • Carefully review the reported issue. Record the findings in the attached form.

  • If the account is being used for spam emails, scams, or phishing content, suspend it immediately.

  • If it's an account that has shown regular usage patterns in the past six months:

    • If the issue doesn't affect the overall system, email the user to explain the problem. Wait for a response for 24 hours before suspending.

    • If the issue impacts the stability of the system, suspend the account immediately. Afterward, email the user to explain the reason for the suspension. Once the problem has been fixed, you can restore the account. Ensure you log both the suspension and restoration in the attached form. We frequently encounter these issues, where users might run load tests in a test environment with the Chatwoot widget added to their UI.

🚵‍♀️ Automated suspensions

The system would automatically suspend an account in some of the cases below if it qualifies:

  • No users have logged in to the account for the past 6 months.

  • The trial accounts with connected third-party channels or using paid features are past the trial period and have not started payments.

  • There was a payment error (retries failed for 4 times).

  • Spam usage patterns in conversation channels.

🛀 Additional notes

  • The form to be filled out after every suspension/restoration can be accessed here.

  • The previous suspensions and review information can be seen here.