As of August 15, 2024, we have implemented an automated process for removing inactive accounts.  In this article we explain:

• Why accounts become inactive
• How long your account is considered active 
• What happens when an account is cancelled 
• How you will be informed 

What is an inactive account?

An inactive account is defined by an account that has not been active for one year, therefore is closed by our Team. It's crucial that we remove inactive accounts from our platform to avoid retaining customer data beyond the period of our business relationship. 

Note: If your active accounts are marked as cancelled, this signals the end of the business relationship between you and Sinch. It is not possible to recover accounts that have been cancelled. 

Inactive Trial accounts

Your trial account will remain active for 30 days, during which you can upgrade to a paid account. - If not upgraded within 30 days, your trial account will be permanently cancelled. 

Inactive Prepaid accounts

A prepaid account will automatically become dormant 1 year afer the last purchase of credits.  

• Prepaid credits expire 1 year after purchase
• If your prepaid credit expires, your account will be automatically moved to a dormant state 
• You can reactivate your prepaid account by logging in up to 1 year after the last credits expired and it was moved into a dormant state
• Dormant prepaid accounts that remain inactive for an additional year will be permanently cancelled and will not be recoverable

Inactive Postpaid accounts

Dormant postpaid accounts that have been inactive for a year will be permanently cancelled. 

• If your account falls into arrears and the issue is not resolved it may be marked as dormant and will be cancelled if the arrears are not paid.

How will I know that my account status has been changed?

We will keep you informed if your account is at risk of being cancelled because of inactivity. You will be informed when:

• Your account becomes dormant
• Your account is pending cancellation