Inactive Account Policy
This policy explains when a Shared Services customer account is considered inactive, how we notify the account holder, and which accounts are excluded.
The short version
A verified customer account may be considered inactive after 12 consecutive months without a successful sign-in, but only when it has no current or ongoing service. We send an email reminder; we do not automatically delete an account solely because it reaches this threshold.
How we determine inactivity
We use account-level signals, including successful sign-ins and the status of services connected to the account. Failed login attempts do not count as account activity.
The 12-month period in this article is the customer inactivity-reminder threshold. It does not replace or restrict separate deactivation, suspension or termination rights under the Account & Access Policy, Terms of Service or an individual agreement—for example after service expiry, project completion, a security compromise, misuse or a contractual event.
An account remains active when at least one of the following applies:
- the customer successfully signs in;
- a subscription or trial is active, ongoing, or temporarily past due;
- an ongoing paid service, unresolved transaction, support obligation, or account balance requires the account to remain available;
- we must retain access or records for legal, security, fraud-prevention, contractual, or regulatory reasons.
What happens when an account becomes inactive
We may email the verified address associated with the account after 12 months without a successful sign-in. The notice explains how to sign in, secure the account, or contact support. One successful sign-in starts a new activity period.
Shared Services currently does not automatically delete customer accounts or customer data solely because of inactivity. If that practice changes, affected customers will receive advance notice describing the action, the effective date, and available recovery or export options.
How this guidance relates to our corporate policies
This help article explains the customer-facing process. Account creation, access, suspension, record retention and formal notices remain governed by the applicable corporate documents.
Exceptions to this policy
Accounts with an active, trialing, or past-due subscription are excluded. We may also exclude accounts connected to an ongoing service, open support or payment matter, legal hold, security investigation, contractual obligation, or another record we must retain.
How to keep your account active
Sign in successfully at least once during each 12-month period. Using Sign in with Google or another enabled social login also counts when it completes successfully and opens your Shared Services account.
If you want to delete your account
You can request account deletion from your account settings or through Support. Some transaction, billing, security, tax, or compliance records may need to be retained for the period required by law or contract.
If you want a copy of your data
Contact Support before requesting deletion and tell us which account information you need. We may ask you to verify account ownership before providing an export.
If you need to recover your account
Use the password-reset option on the Secure Shared Services login page. If you no longer control the registered email address, contact Support; additional identity or ownership verification may be required.
If you need to put your account on hold
Contact Support before a long planned absence. A hold is not automatic and may depend on your service, billing status, contract, and applicable retention requirements.
How to check your activity status
Sign in to Secure Shared Services and review your account and services. If you are unsure when you last signed in or whether a service is active, open a support ticket and we will help you verify the status.
Effective: 29 August 2026 · Last updated: 29 August 2026