How to cancel or pause your ScreenCloud account
ScreenCloud provides you with the option to cancel, pause or suspend your service in accordance with what works best for you. This is useful if you're an organization that only runs during certain times of the year such as a school, trade show, or specifically hosted events where digital signage is needed for the time period. We recommend taking advantage of our monthly subscription which gives you the flexibility to use ScreenCloud only when you see fit. Please note, you receive discounts on your subscription for paying annually via credit card.
You can cancel, pause or suspend your ScreenCloud account by doing the following:
If you are a ScreenCloud Core or Pro customer
Please head to your account's organization page and select the red Request Cancellation button at the bottom of the page - You must have Owner access to see this button. Once you click this, you will be directed to our ScreenCloud account cancellation survey, where you can pick the reason for your cancellation.
Our team will then receive your cancel request and be in touch as soon as possible to get your account in order. Customers on a monthly plan must provide notice of cancellation before the start of a new term and customers on an annual plan must provide 30 days notice. If a cancellation request is placed after a new term has started, the cancellation will be scheduled for the end of the billing term.
Please note, all of your information is still stored and saved in the account. None of your data or configurations will be deleted and the cancelled status will be reflected in the Billing section of the Account Settings.
If you are an Enterprise customer
Please reach out to your dedicated customer success/account manager who will assist you with this.
You can return at any point you'd like to resume using ScreenCloud by visiting https://studio.screencloud.com/billing/manage to reactivate your account with any new payment information.
If you have any issues with the above you can reach out to our support team (see the Contact link at this site's header)
Reactivating your ScreenCloud account
You can reactivate your ScreenCloud account at any time if it has been paused or temporarily cancelled. The same applies to inactive screens. Follow the steps below to get started.
User Permissions
Before reactivating any account or screen, confirm that you have the correct permissions:
Your role in the ScreenCloud account must be set to Admin or Owner.
If you don’t have these permissions, request a role adjustment from the account owner or an Admin.
Steps to Reactivate
1. Verify Account Status
Log in to your ScreenCloud account and check for any pending invoices.
2. Update Payment
If payments are due, update your billing details and settle any outstanding invoices.
Wait for confirmation that payment has been processed.
3. Reactivate Screens or Account
You have several options to complete reactivation:
Add screens to your account: Pair new screens through the Screens section of your account. This will restart billing and activate your account.
Reactivate through the billing portal: Visit the Billing section in your account settings to restart your subscription.
Contact Support: If your account has been fully cancelled or paused, you can reach out to our Support team. Please provide your email address and confirm the plan you’d like reactivated. You can also click here to learn more.
Resolving account and screen suspension due to outstanding invoices
If your ScreenCloud account has been deactivated due to an outstanding unpaid invoice, it is likely that a non-payment issue occurred, leading to the account cancellation. When attempting to reactivate, the system may try to process new renewals and reconcile the payment at the same time, which can sometimes cause an error and prevent reactivation. Below is a guide on why this happens and the steps you can take to resolve the issue.
Understanding the Issue
Your ScreenCloud account and screen service are at risk of suspension if there is an outstanding invoice on your account.
An outstanding balance can occur for two main reasons: either an old invoice has remained unpaid for an extended period, or we have been unable to collect payment for a recent invoice after several attempts. This can be due to insufficient funds or an expired payment card.
Notification and reminder emails are sent out beforehand informing an account of the missing payment and potential suspension. It is likely these are not acknowledged or observed by the designated billing email address for the account which results in an account getting suspended before necessary changes are made.
Steps to Resolve the Issue
Follow these steps to reactivate your account, suspended screens and and settle outstanding invoices.
For automatic payment accounts
i) Update Payment Details: Go to your payment settings in Account settings > Billing and add or update your card details. Ensure the card information is correct and up-to-date.
ii) Automatic Collection: Once the payment details are updated, the system should automatically collect the payment for any outstanding invoices. Make sure your payment account is able to send funds to ScreenCloud as an online payment.
iii) Verify Payment: Check your transaction history or account status to confirm that the outstanding payments have been resolved or that the attempt can be made. Check in your ScreenCloud Studio accounts billing page to see that all Pending invoices has been marked as Paid. Reach out to support if this isn't processed automatically.
For manual payment accounts
iv) Temporary Reactivation: If you use manual payments, please contact your account manager for temporary account reactivation while your and our finance team collects the pending payment. If you don't know who your account manager is, our support team can help.
Tips and Best Practices
Ensure that your payment method has sufficient funds and is not expired.
Regularly review your account and billing emails to catch any missed payments early. Make sure the emails from us are not being sent to spam.
If needed, reach out to ScreenCloud support for further assistance if system errors persists and you can not activate on your own.
Verify that you have Admin or Owner permissions for tasks such as reactivation or payment updates.
If you are unsure of your role, contact your account administrator or owner to adjust permissions as needed.
Deleting your ScreenCloud account (erases all account data)
If you’d like to permanently delete your ScreenCloud account, please follow these steps to ensure a smooth process:
Initiate the Request
Start by submitting a formal request through your ScreenCloud account (Account Settings > My Account) or by contacting the support team. Be sure to include your account name, Org ID (Account Settings > Developer), and the owner’s email address.
Special Cases
Accidentally Created Duplicate Account
If you accidentally created a duplicate account, please inform the support team of this so that we can delete the duplicate account and help prevent you from logging in to it again.
Moving Content to a New Organization
If you’re transferring content from an old organization to a new one, please ensure you:
Unpair all active screens
Download any media you need and upload it to your new account
Recreate all apps and features in the new account
Currently, it is not possible to directly transfer content between organizations, so it needs to be done manually
Important Considerations
Once your account is permanently deleted, it cannot be restored and all data will be lost. We strongly recommend downloading any images, documents, or videos you want to keep from your Media Library before proceeding.
If you’d prefer to keep your account inactive rather than delete it, consider archiving instead.