Overview

Failure to renew your subscription (say, converting a free trial to a paid account, or failing to pay your monthly or annual bill/invoice) will cut off the functionality of your account. 

If you attempt to access your Kayako instance and encounter the error message "License has expired" or "Trial expired", it indicates an issue with your subscription status. 

Similarly, if you try to modify your settings—such as disabling user accounts or adding automation—you may see the error "Your request wasn't saved because your subscription has expired."

Solution

To request a temporary extension, please initiate a chat with ATLAS and ask it to raise a ticket on your behalf. Please use the following template message and include your Kayako URL for a quick start, as this request will be handled automatically by our system:

"My subscription has expired. Can you please create a support ticket for me to request a temporary extension for my account at xyx.kayako.com?"

If you are eligible, your request will be processed automatically, and you will receive an immediate 15-day extension, along with a notification via the ticket you created.

 

Once the extension is granted, you can go to the admin panel in the Accounts section to update your credit card or payment method information.

 

If you are confident that payment has been collected from your account but still see the "subscription has expired" error message, please contact us for assistance in investigating the issue.

Please also check your billing information as described in the Checking or Updating Your Billing Information, Price Plan, or Payment Method article. 

Diagnosis

If your subscription has expired, you will be able to login to your instance but you will not be allowed to make any changes to the settings.

There are a few reasons why you may encounter these error messages:

• Your account has an unpaid bill perhaps due to credit card issues or delays in bank transfer payments.
• You might be logged in to the wrong instance.
• There's a sync issue with Kayako's backend system

To avoid service disruption due to failed renewals, we highly recommend adding a valid credit card to your account. If you have a valid credit card on file, the system will automatically charge your account either monthly or annually depending on your plan. This keeps your account up to date with payments thus avoiding disruptions due to license expiration. If you don't have a credit card on file, then your subscription will expire as soon as it reaches the expiration date.

Or, if you are paying through bank transfers, make sure you send your payment at least seven (7) days before your instance expiration date. You can view your account details from the Account section of Kayako.

On the other hand, If you have made a payment or can confirm that the payment has been collected and yet you are getting the aforesaid error messages, then it could be a problem with Kayako's backend system that needs to be reported to the support team.

NOTES:

• Before you proceed with the solution below, please make sure you are accessing the correct instance if you are managing multiple instances of Kayako or subscriptions. 
• If you have specific questions about pricing details, please send an email to Sales@kayako.com. 

Testing

For billing issues, once the payment is collected, the subscription will be renewed and you can continue using your instance without the "license has expired" error.

For non-billing issues, once we get your instance to sync with our backend system, the subscription will be renewed and you can continue using your instance without the "license has expired" error.