echoUX · Help

·

Running your account

Close your account, or reactivate it

Take a copy of your data, close the account when you no longer need it, and open it again before the data is deleted. The export arrives by email; closing and opening again take a few minutes each.

Before you start

You need:

  • to be an admin on the account, to close it or to open it again;
  • a payment card, if you are opening the account again.

Take a copy of your data

  1. On Billing, under Close account, select Request a data export.

NoteEveryone on the account can request an export, not only an admin. A manager or a member who opens Billing is shown a message that carries the same link. Once you have asked to close the account, the link is no longer on Billing: select Export your data in the bar at the top of the page.

  1. On Data export, select Request export.

  2. When the email with your export arrives, select Download the ZIP. The email states the date the link stops working. The link works until that date, whether the account is open or closed. Until that date the same download is listed on Data export, under Export history.

NoteThe ZIP holds your discovery artefacts, which are the findings delivered to you. It also holds the feedback still held for your account, a record of what was delivered, the audit trail and your settings. Feedback is kept for a limited number of days and then deleted, so older feedback is not in the ZIP; the README inside the ZIP states that number. The people on the account are not in the ZIP.

Close the account

  1. On Billing, under Close account, select Close account.

  2. Under When should this take effect?, select At the end of the current billing period or Immediately.

    Close account, demo account · the two timing choices, and Close my account beside Keep my account
WarningYour data is deleted 30 days after the account closes. Your feedback, your findings, your connected tools and the people on the account go with it, and cannot be recovered. Your invoices are held by Stripe, not by echoUX, so they stay with your Stripe records.

  1. Select Close my account. You are returned to Plan. To stop without closing, select Keep my account, which returns you to Billing.

Open the account again

  1. On Billing, under Reactivate, select Reactivate account. Reactivate is offered only after the account has closed, and only until the date the data is deleted. The page states that date. After it, the account cannot be opened again and no one can sign in to it.

  2. Select Reactivate, then enter your card details on Stripe's page. You are returned to Plan, on the plan you were on before. Your topics, your sources, your destinations and your findings are as you left them, and the deletion is called off.

NoteIf you chose At the end of the current billing period, the bar at the top of the page offers Reactivate before that date, and the page it opens reads Your account is running, so there is nothing to reactivate with a button you cannot select. To change your mind before that date, reply to the email with the subject We have your cancellation.

Closing your account is complete when

  • a bar at the top of the page states that the account is scheduled to end, or is closed, and in how many days the data will be deleted;
  • Billing no longer offers Close account.

What happens next

If you chose At the end of the current billing period, an email with the subject We have your cancellation arrives at once. It states two dates: the day the account closes, and the day the data is deleted. Collection and delivery continue until the account closes. If you chose Immediately, collection and delivery stop the same day. A second email confirms the closure on the day the account closes. Thirty days after that day, the data is deleted and a final email says so.

Related articles

Last verified:

6 September 2026

All help articles