--- title: "Rocket Chat Cloud FAQ Guide" slug: "cloud-faqs" description: "Learn about Rocket Chat Cloud FAQs. Understand secure deployment, billing, and collaboration features." updated: 2026-10-16T15:35:01Z published: 2026-10-16T15:35:01Z canonical: "docs.rocket.chat/cloud-faqs" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.rocket.chat/llms.txt > Use this file to discover all available pages before exploring further. # Rocket.Chat Cloud FAQ ## Data export ****How can I request a data export from Rocket.Chat?**** To request a data export, send an email to [support@rocket.chat](mailto:support@rocket.chat). **Note:** Data export requests are processed manually and may take several business days to complete, depending on the size and scope of the request. ## Subscriptions & payments ****In which plan is the cloud-hosted workspace available?**** Cloud-hosted workspaces are available exclusively on premium plans ([Commercial](/v1/docs/our-plans#commercial-plan), [Government](/v1/docs/our-plans#government-plan), [Defense](/v1/docs/our-plans#defense-plan)). Rocket.Chat fully manages these workspaces on our dedicated infrastructure to ensure reliability, security, and performance. ****How can I cancel my Rocket.Chat Cloud subscription?**** Only the **workspace owner** can cancel a subscription via the Rocket.Chat [Cloud console](https://cloud.rocket.chat/). To cancel your subscription: 1. Log in to the [Cloud console](https://cloud.rocket.chat/). 2. Go to the **Workspaces** section. 3. Find the workspace you want to cancel. 4. Click the **⋮** (kebab menu) next to the workspace and select **Cancel subscription**. This will pause billing and place the server into a hibernated state. You can reactivate it later if needed. Cancel subscription UI example: ![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/cloud-workspace.png) Need to permanently delete your workspace or request a data export? [Submit a support ticket](https://desk.rocket.chat/portal/en/signin) on our Helpdesk or contact [support@rocket.chat](mailto:support@rocket.chat) with your workspace name and request type. ****Why was I charged after canceling my subscription?**** Rocket.Chat uses **post-billing**, meaning charges are applied after usage, not in advance. You may receive a final invoice even after canceling, depending on when the cancellation occurred in your billing cycle. **Note:** Invoices are issued monthly, covering the previous month's usage. ****Are there alternative payment methods to credit or debit cards?**** Currently, **credit and debit cards** are the default and required payment method for most Rocket.Chat subscriptions. However, we do support alternative methods in the following cases: - **Customers** paying up front for a defined period can request **invoice-based billing** via **wire transfer**. - **Brazil-based customers** can also pay using a **bank slip (boleto bancário)**. To explore alternative billing arrangements, [contact our sales team](https://www.rocket.chat/sales-contact). ****What support terms are included with my Rocket.Chat plan?**** Support terms vary by plan and include details such as: - Response time guarantees (SLA) - Availability of live support - Access to technical assistance and escalation paths For full terms, visit our [Support Center](https://docs.rocket.chat/docs/support-center) to view the scope of support by plan, priority level, and communication channels. ****How do I change or remove my credit card information?**** You cannot delete the only payment method linked to your workspace, or the card that was most recently charged. If you attempt to do so, you will receive the error: **“Can’t delete last payment option.”** To change your card: - Add a new card using the **Add payment method** option. - Set the new card as your **default payment method**. - You can then delete any other cards that are no longer needed. If you wish to remove your card before canceling your subscription, note that payment information can only be deleted by removing all workspace data. This is a permanent action and will delete your subscription, users, and related data. To request this, [submit a support ticket](https://desk.rocket.chat/portal/en/signin) or contact [support@rocket.chat](mailto:support@rocket.chat). ## Cloud accounts & workspaces ****How can I view push notification usage for my workspace?**** To view how many push notifications your workspace has used: 1. Log in to your Rocket.Chat [Cloud account](https://cloud.rocket.chat/home). 2. Go to the **Workspaces** tab. 3. Select the workspace you want to review. 4. Scroll to the **Push Notifications Usage** section to view your usage data. Push usage example: ![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/image(34).png) ****Why is my workspace still accessible after cancellation?**** When you cancel your workspace during an active billing period, it remains accessible and shows a **Cancelling** status until the end of that period. For example, if your billing cycle renews on the 5th of each month and you cancel on December 20, your workspace will remain active until January 5. After that, it will automatically become inactive, and the status will update to **Cancelled**. This ensures you retain access for the full duration you've already paid for. ****How can I create one more workspace with the same Cloud account?**** Creating an additional workspace requires assistance from our Cloud engineering team. To request a new workspace: - [Submit a support ticket](https://desk.rocket.chat/portal/en/signin) or email [support@rocket.chat](mailto:support@rocket.chat). - Include the following in your request: - The **desired workspace address (subdomain)** - The **subscription plan** you wish to apply **Note:** Each workspace is billed individually based on usage. For example, if you have 5 users in one workspace and 10 in another, you’ll be billed separately for each. ****How do I transfer ownership of my Rocket.Chat workspace?**** To transfer ownership or update the primary email associated with your workspace: 1. [Submit a support ticket](https://desk.rocket.chat/portal/en/signin) or email [support@rocket.chat](mailto:support@rocket.chat). 2. The request must be sent **from the current admin email** (the email address registered to the workspace). 3. Include the **new owner’s email address** in the request. ****Can I change the region of my Rocket.Chat workspace?**** Workspace regions are assigned at the time of creation and cannot be changed directly by customers. Migrating your instance to another region requires manual intervention by the Rocket.Chat Cloud team. If you need to switch regions, [submit a support ticket](https://desk.rocket.chat/portal/en/signin) or email [support@rocket.chat](mailto:support@rocket.chat) with your workspace details and desired region. ****How do I update the email address on my Rocket.Chat Cloud account?**** You can update your account email from the **profile section** of the Rocket.Chat [Cloud console](https://cloud.rocket.chat/). If you're unable to change the email or need to update the primary account owner's email, please contact [support@rocket.chat](mailto:support@rocket.chat). **Note:** The request must be sent from the current account owner's registered email address for security verification. ****How can I set up a custom domain for my Rocket.Chat workspace?**** Custom domains are supported for premium plans ([Commercial](/v1/docs/our-plans#commercial-plan), [Government](/v1/docs/our-plans#government-plan), [Defense](/v1/docs/our-plans#defense-plan)) workspaces only. To request a custom domain: 1. Set up a **CNAME DNS record** for your domain, pointing to one of the following endpoints: - `cdns.use1.cloud.rocket.chat` for the **US region** - `cdns.euc1.cloud.rocket.chat` for the **EU region** 2. Email support@rocket.chat with your domain name and workspace details. Once verified, our team will complete the custom domain configuration for your workspace. ****Can I unsubscribe from workspace update emails?**** No. Rocket.Chat Cloud sends update notifications from `cloud@rocket.chat` to the Cloud account owner. These are service emails about your workspace, not marketing emails, so they don't have an unsubscribe option. To have these emails sent to someone else, transfer ownership of your Cloud account. To keep the current owner, set up an email filter that moves messages from `cloud@rocket.chat` to a separate folder. For more details, see the [Manage Your Workspaces](/v1/docs/manage-your-workspaces#manage-upgrade-and-maintenance-emails) article.