Suspended workspaces

This article explains why a Quackback Cloud workspace can be suspended, what your team and visitors see while it is, and how to get it back. A suspended workspace is offline, but your data is kept.

Suspension is rare. A failed payment or an ended trial does not suspend a workspace. See Payments and trials.

Last updated: 11 November 2026

What suspension means

While a workspace is suspended:

• Your team cannot sign in. The workspace appears in your Quackback dashboard marked Suspended, with the reason.
• Your visitors cannot reach it. The portal, widget, help center, and status page stop loading. Visitors are never shown the reason.
• Nothing is sent or received. Changelog and status emails, the email channel, integrations, webhooks, and the API all stop.
• Your data is kept. Posts, comments, users, conversations, articles, and files stay exactly as they were.

Suspending one workspace does not affect your other workspaces, unless the reason applies to your whole account.

We email the workspace owner when we suspend a workspace. The email states the reason and what to do next.

Why workspaces are suspended

Each suspension has one of the reasons below.

Fraud or impersonation

What it means. We found the workspace being used to deceive people. Examples are a page posing as another company's sign-in or support desk, or a workspace paid for with stolen card details. The Acceptable Use Policy has the full list.

What happens. The workspace goes offline at once, without warning. Any subscription is cancelled, with no refund for the current period. The workspace is deleted 30 days after suspension. We may also stop the email address or domain from creating new workspaces.

How to resolve it. If you believe this is a mistake, appeal within 14 days.

Spam or platform abuse

What it means. The workspace was used to send unsolicited email, to host links for search ranking, to get around plan limits, or to attack the service or other customers. The Acceptable Use Policy has the full list.

What happens. The same as for fraud: offline at once, subscription cancelled, deletion after 30 days.

How to resolve it. Appeal within 14 days. Tell us what the workspace is for and where your recipients came from.

Prohibited content

What it means. The workspace stored or published content the Acceptable Use Policy forbids, such as malware, unlawful material, threats, or harassment. The policy has the full list.

What happens. For a first or minor problem we usually ask you to remove the content before we do anything else. If the content is serious, or it is not removed, the workspace is suspended, its subscription is cancelled, and it is deleted after 30 days. Content that is unlawful to keep is removed straight away.

How to resolve it. Appeal within 14 days.

Security hold

What it means. We saw signs that someone other than you may control the account, or activity that is far from normal for your workspace. We paused it to protect your data and your users. This is a precaution, not a penalty.

What happens. The workspace is paused. Nothing is deleted. You are not charged for the time it is paused.

How to resolve it. Reply to the email we sent. We will ask you to confirm you are the owner and help you secure the account. See Configure team security. Then we bring the workspace back.

Payment dispute

What it means. A payment for this workspace was disputed with the card issuer (a chargeback).

What happens. We may pause the workspace while the dispute is open. Nothing is deleted.

How to resolve it. If the dispute was a mistake, withdraw it with your bank and tell us. If you have a billing question, contact us first. We can usually fix it faster than the card issuer can.

Legal or compliance request

What it means. We are required to take the workspace offline by a court order, a sanctions rule, or a valid legal notice.

What happens. The workspace goes offline. Its data is preserved, not deleted, for as long as the request requires.

How to resolve it. We tell you as much as we are permitted to. Contact us with any questions.

Paused at your request

What it means. You asked us to take the workspace offline.

What happens. The workspace is paused. Nothing is deleted. Tell us if you also want billing stopped.

How to resolve it. Email us from the owner's address and we bring it back.

Payments and trials

These do not suspend a workspace.

• A payment fails. We try the charge again and email the billing contact. Your workspace stays online. If the payment still cannot be collected, the subscription ends and the workspace moves to the Free plan.
• A trial ends. The workspace moves to Free unless you subscribe.
• You cancel your subscription. The workspace moves to Free at the end of the billing period.

On Free, your existing data stays in place. See Upgrades and downgrades for what changes.

Appeals

To appeal a suspension, reply to the suspension email or write to [email protected] from the workspace owner's address within 14 days. Include:

• The workspace address
• What the workspace is used for
• Why you believe the decision is wrong, and anything that supports it

A person reviews every appeal. If it succeeds, we restore the workspace, cancel any scheduled deletion, and lift any block on creating workspaces. A subscription that was cancelled is not restarted automatically, so you choose a plan again.

If the appeal does not succeed, or we do not hear from you, deletion goes ahead on the date in the suspension email.

Frequently asked questions

Why can't my team sign in?

The workspace is suspended. Open your Quackback dashboard to see the reason, or check the workspace owner's inbox for our email.

What do my users see?

A page saying the workspace is paused, or that it is not available, depending on the reason. They are never told why.

Will I be charged while my workspace is suspended?

For a security hold, you are not charged: we credit the time it was paused. For fraud, spam, and prohibited content, the subscription is cancelled when we suspend, so there are no further charges. For a pause you asked for, tell us if you want billing stopped too.

Do I get a refund?

Not for a workspace removed under the Acceptable Use Policy. For anything else, contact us and we will look at it.

How long is my data kept?

While a workspace is suspended, its data is kept. A workspace suspended for fraud, spam, or prohibited content is deleted 30 days after suspension. Other suspensions have no deletion date. See Workspace deletion and data retention.

Can I export my data while suspended?

Not by yourself, because the workspace is offline. For a security hold, a payment dispute, or a pause you asked for, contact us and we will arrange an export. We do not provide exports from workspaces suspended for fraud.

Does this affect my other workspaces?

A suspension applies to one workspace. Where the reason concerns the account holder, such as fraud, we may suspend every workspace that person owns.

Why can't I create a new workspace?

Either you already own three live Free workspaces, or the email address was blocked after an earlier suspension. If you think a block is a mistake, contact us.

Someone is impersonating my company on Quackback. How do I report it?

Email [email protected] with the subject line Abuse report, the address of the page, and proof that you represent the company. See How to report abuse.

Related articles

• Acceptable Use Policy: what Quackback Cloud may not be used for
• Workspace deletion and data retention: what is kept, for how long, and what deletion removes
• Upgrades and downgrades: what changes when a workspace moves to Free
• Configure team security: secure your team's access