If you are experiencing issues with using your account, please drop us a support ticket and we will promptly assist you with resolving any issues.
Why would your account be suspended?
There are several reasons why an account may be suspended:
- The account does not have any remaining credits or a valid payment method
- The account has completed the free trial period and have not added a valid payment method
- The account has a valid payment method but fails to pay for the previous month's bill.
For reasons (1) and (2), the account admin will have 7 days to resolve the issue before the account is suspended.
What happens when an account is suspended?
When an account is suspended, all users in the account will no longer be able to perform any actions that will incur any resource usage (virtual warehouse or data storage).
The account admin will have 30 days to resolve any issues before an account is terminated.
What can you do to resolve this?
If you have not added a payment method, your account admin can visit this page to onboard as a commercial user.
If there is a failed payment, you can either (1) check with the issuing bank of the credit card and retry the payment when the issue is resolved, or (2) add a new payment method (the payment will retry automatically after a new payment method is added.
**Why would your account be terminated?"
An account is terminated if any outstanding payment issues are not resolved within 30 days of the first reported issue.
What happens when an account is terminated?
All associated metadata and data for the account are deleted. It will not be possible to retrieve this data once the account is terminated.
Updated 7 months ago