> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tartini.com.br/llms.txt
> Use this file to discover all available pages before exploring further.

# Payment, suspension, and cancellation

> Learn what happens to your account when an invoice is late and how to keep your data before closing it.

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export const Lista = ({titulo, children}) => <div className="lista-artigos">
    {titulo ? <p className="lista-artigos-titulo">{titulo}</p> : null}
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With your invoice paid, the account always stays active. If it's late, you know how much time you have and what changes at each stage.

<Note>
  Who keeps track: the Administrator. Invoices, payments, and requests are in the SAN Customer Area. The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.
</Note>

***

## Deadlines after the due date

Deadlines are counted in calendar days from the invoice due date, including weekends and holidays.

| Stage        | When                          | What happens                                   |
| ------------ | ----------------------------- | ---------------------------------------------- |
| Activation   | When the payment is confirmed | The account is released right away.            |
| Suspension   | 11 days after the due date    | The AI, campaigns, and incoming messages stop. |
| Reactivation | When the payment is confirmed | Everything works again right away.             |
| Closure      | 91 days after the due date    | The account is closed and the data is deleted. |

***

## What works with a suspended account

| Suspended                        | Available                                             |
| -------------------------------- | ----------------------------------------------------- |
| Tino and the AI sending messages | The Inbox history, for reference                      |
| Incoming messages from contacts  | The dashboard, metrics, and reports                   |
| Campaigns and follow-ups         | Stored data: contacts, conversations, and the Cérebro |
| Webhooks and integrations        | The Customer Area and invoice payment                 |
| Real-time notifications          |                                                       |

On screen, a suspended account shows the subscription as something other than **Ativa** (Active) and in read-only mode. See the statuses in [View your subscription and plan](/en/creditos/assinatura).

***

## Request a temporary reactivation

If you've already paid and the confirmation hasn't arrived yet, you can ask for the account to be released sooner.

<Steps>
  <Step title="Open a ticket">In the SAN Customer Area, open a ticket requesting a temporary reactivation.</Step>
  <Step title="Attach the receipt">Send the payment receipt for the invoice.</Step>
</Steps>

<Note>
  A temporary reactivation can be used once every 90 days.
</Note>

***

## Export your data before closing

Tartini has no export button. Data is released through a formal request to SAN, as a copy of the database in SAN's standard format.

<Steps>
  <Step title="Request the export">Make the request through any SAN support or customer service channel, before the account is closed.</Step>
  <Step title="Wait for delivery">SAN has up to 60 business days to deliver. In the meantime, deletion is on hold and the account stays suspended.</Step>
</Steps>

<Warning>
  After closure, the data is deleted with no way to recover it: the Cérebro, the conversation history, contacts, and campaigns. Requests made after closure can't be fulfilled.
</Warning>

***

## Credit balance at closure

Any credit balance left when the account closes, whether from late payment or cancellation, is lost. It isn't refunded and isn't included in the data export.

***

## Frequently asked questions

<AccordionGroup>
  <Accordion title="I paid the late invoice. How long until it's back?">
    Reactivation is immediate as soon as the bank confirms the payment. If you need it sooner, request a temporary reactivation with the receipt.
  </Accordion>

  <Accordion title="Does a suspended account receive customer messages?">
    No. With the account suspended, incoming messages stop. Your team can check the history but can't help customers.
  </Accordion>

  <Accordion title="Can I buy credits with an overdue invoice?">
    No. Buying recharge packs is unavailable while there's an overdue, unpaid subscription invoice.
  </Accordion>

  <Accordion title="I cancelled the service. Do I get my credit balance back?">
    No. The remaining balance is non-refundable.
  </Accordion>
</AccordionGroup>

***

## Related articles

<Lista>
  <Artigo titulo="View your subscription and plan" href="/en/creditos/assinatura">Subscription statuses and changing plans.</Artigo>
  <Artigo titulo="Credits explained" href="/en/visao-geral/creditos-explicados">Allowance, consumption, and recharges.</Artigo>
</Lista>


## Related topics

- [View your subscription and plan](/en/creditos/assinatura.md)
- [What happens when credits run out](/en/creditos/quando-os-creditos-acabam.md)
- [Buy extra credits](/en/creditos/compre-creditos.md)