Rocket.Chat Cloud FAQ
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    Rocket.Chat Cloud FAQ

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    Article summary


    How long do trials last?

    Currently, trials last 30 days and are fully featured. For further information, see the SaaS trial guide.

    How can I convert from a trial to a paid plan?

    You have two options to convert from a trial to a paid plan:

    • In your workspace, go to the Subscription tab to manage your subscription.

    • In the cloud portal, go to the Workspaces tab and manage your subscription.

    If you want to upgrade to an Enterprise plan, contact the Rocket.Chat sales team.

    How do I cancel my trial?

    • See the cancel workspace subscription section to cancel your trial.

    • For Pro and Enterprise trials (self-managed or SaaS environments), cancel your trial directly within the cloud console. See the Cancel workspace section for details.

    Data export

    How can I get a data export?

    Send an email to [email protected] with the address of your workspace. Note: The request will take some time to fulfill.

    Cloud accounts

    How do I view the push usage for my workspace?

    To view the push usage for your workspace,

    • Log in to your Rocket.Chat cloud account.

    • Navigate to Workspace and click the workspace you want to see usage for.

    I already canceled my workspace, but it is still in the Cancelling status and is accessible. Why?

    If you cancel your workspace in the middle of the billing period, it will remain accessible and in the Cancelling state till the end of your billing period.

    For example, suppose you are charged on the 5th of every month and decide to cancel the subscription on the 20th of December or later. In that case, your workspace will be operational until the 5th of January (this way, we want to allow customers to use what they paid for). After this, it will stop running and switch to Cancelled.

    How do I cancel my cloud subscription?

    Only the workspace owner in your cloud console can cancel your subscription.

    • Go to Workspaces in the cloud portal.

    • Click on the kebab menu against the workspace and select Cancel subscription. It will stop your subscription and hibernate your server (your server will still exist if you want to return to Rocket.Chat later).

      If you need a database dump or want to permanently delete your workspace and all the associated data, submit a ticket on our Helpdesk or email [email protected] with the respective request.

    How can I create one more workspace with the same cloud account?

    Please, note that only our Cloud engineers can do this. If you want to create an additional workspace, submit a ticket on our Helpdesk or email [email protected], including the workspace address you want and the plan.

    Additional workspaces are billed based on their usage. So, if you have five users on one workspace and ten on the other, you will get billed for them separately.

    How can I change the ownership of the workspace?

    If you need to grant the ownership of your workspace to another person or to change the primary email of your workspace, submit a ticket on our Helpdesk or email [email protected]

    Submit the ticket from the admin email address (the email address the workspace is registered under). The ticket should contain the email address where the ownership should be granted.

    I already canceled my subscription but was charged again. Why?

    We charge our customers afterward, not in advance. This means you are charged for the previous month's use on a particular day each month.

    Suppose you started your trial on December 1st, it expired on December 15th, and your subscription was automatically continued (you added the payment method before the trial expired) - on January 15th, you will receive an invoice for the previous month (December 15th - January 15th).

    How can I reactivate my workspace after the trial has expired?

    If your trial has expired, and you didn’t add your payment method to continue your subscription,

    • Navigate to Payments on your cloud console.

    • Click Add payment method to add your card (credit/debit card is the only payment method we currently accept).

    • Now go to the Workspaces tab. Select the workspace that you want to reactivate and click Subscribe. You can choose your plan and add-ons. See the Workspaces document for further details.

    How to change workspace region?

    The region is defined upon creation. Customers can not migrate their instances between regions independently. It requires manual work required by Rocket.Chat Cloud team. If you need to switch regions, submit a ticket on our helpdesk or email [email protected]

    How can I change or remove my credit card data?

    You can not delete the card that is the only one (default one) linked to your workspace, and you can not delete the card that was charged last. For the above case, you will see the error message “Can't delete last payment option.”

    If you need to change the card - add it as a new payment method and make it the default one (after that, you can delete all other cards).

    If you want to remove the card information before canceling your subscription, please note that you can only delete your payment data and all the other data associated with your workspace.

    To request that, submit a ticket on our helpdesk or email [email protected]

    Can I use another payment method rather than a credit/debit card?

    A credit/debit card is the only payment method we accept at the moment.

    For companies paying up-front for a specific period, we provide invoices to pay by wire transfer. Brazilian customers can also pay through bank slip.

    How to change your cloud account email?

    Cloud account emails can be changed on the cloud portal’s profile page. If you have difficulties changing the email of the account owner, contact us at [email protected]. The request must be sent from the original account owner's email.

    How to request a custom domain?

    To request a custom domain,

    • Set up a CNAME DNS record for the domain name you want to have pointing to (for the US region) and to (for the EU region).

    • Then, send us an email to [email protected] so we can make the changes to your workspace.

    Setting a custom domain is available only in the Enterprise plan offering.

    What are the terms of support?

    See the Support Center section for details.

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