Suspend or cancel a hosting customer

Sometimes you need to pause or close a customer’s account — non-payment, abuse, or a voluntary cancellation. OrbixPanel handles suspension so you don’t have to delete anything prematurely.

Suspend (reversible)

Suspending a customer takes their sites offline and blocks access without deleting their data. It’s the right move for:

• Non-payment — after a grace period on an unpaid invoice.
• Abuse or policy violations — stop it fast, investigate, then decide.

When you suspend, the customer’s sites stop serving and their portal access is cut; everything is preserved so you can un-suspend the moment they pay or the issue is resolved.

A fair dunning flow

1. Invoice becomes overdue → send a reminder.
2. Grace period (e.g. 3–7 days) with more reminders.
3. Suspend if still unpaid — data kept.
4. Payment received → un-suspend instantly.
5. Only cancel/delete after a longer window (e.g. 30 days).

Spelling this out in your terms of service avoids disputes.

Cancel (final)

Cancellation closes the account for good. Before you delete anything:

• Offer the customer their data — a final backup or export of files and databases. It’s good practice (and often legally wise).
• Free the resources — the plan’s disk, databases, and sites are released.

Deletion is irreversible. Suspend first; delete only once you’re certain and the customer has had a fair chance to retrieve their data.

Then

• Freed-up package capacity is available for new customers.
• Keep the invoice/record for your books.

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Running OrbixPanel? Suspend preserves data; you un-suspend in one click. OrbixPanel.com → — the free, self-hosted, AI-powered hosting control panel.