Pausing or Canceling Your Account
If circumstances change and you need to step back from Dental Marketing Tool, you have two options: pausing your account temporarily or canceling your subscription entirely. This article walks you through both paths and explains what happens to your data in each case.
Understanding Your Options
Before making a change, it helps to know the difference between the two choices available to you.
- Pausing puts your account in a holding state. Your data stays intact, automations stop running, and you are not billed at your normal rate during the pause window. When you are ready to come back, your contacts, conversations, and settings are right where you left them.
- Canceling ends your subscription. Billing stops at the end of your current billing period, and your access to the platform closes at that point. Depending on how long your account remains inactive after cancellation, your data may eventually be removed from our servers.
How to Pause Your Account
- Click your practice name or avatar in the lower-left corner of the dashboard to open account settings.
- Select Billing from the menu.
- On the billing page, look for the Manage Subscription section and click Pause Subscription.
- Choose the length of your pause if prompted, then confirm your selection.
You will receive a confirmation by email once the pause takes effect. During a pause, patient-facing features like the AI receptionist, automated reminders, and outgoing campaigns will stop. Inbound messages may still arrive in your inbox, but no automated replies will go out.
How to Cancel Your Account
- Click your practice name or avatar in the lower-left corner to open account settings.
- Select Billing from the menu.
- In the Manage Subscription section, click Cancel Subscription.
- Review the confirmation screen, which will show you when your access ends, then confirm the cancellation.
Your account remains active and fully usable through the end of the billing period you have already paid for. After that date, logins will be disabled and automated features will stop.
What Happens to Your Data
Your contacts, conversation history, appointment records, and campaign data are all stored in your account. Here is what to expect depending on the path you choose.
- Paused accounts: All data is retained. Nothing is deleted while your account is in a paused state.
- Canceled accounts: Your data is retained for a limited period after cancellation in case you reactivate. After that window closes, data may be permanently removed.
If you want to keep a copy of your patient list before canceling, export your contacts first. You can do that from the Contacts tab by using the export option. See exporting your contacts for step-by-step instructions.
Reactivating After a Pause or Cancellation
To come back after a pause, log in and follow the prompts to resume your subscription. Your settings and data will be waiting for you.
To reactivate after a cancellation, log in while your data is still within the retention window and choose to restart your subscription. If your data has already been removed, you would be starting fresh. Contact support if you are unsure of your status.
Before You Go
A few things worth doing before you pause or cancel:
- Export your contact list so you have a local copy of your patient records.
- Download any invoices you may need for accounting purposes. You can find those under viewing invoices and receipts.
- Notify your team so they are not caught off guard when access ends.
- If you have an active ad campaign running, pause it first so you do not continue spending after your account goes inactive. See editing or pausing a campaign for how to do that.
If you have questions about your current plan or want to explore a lower-tier option before canceling, take a look at upgrading or changing your plan. Sometimes a plan adjustment is all it takes to make the platform work for where your practice is right now. Reach out to our support team if you need help deciding which option makes the most sense for your situation.