If all of a customer's Google Workspace subscriptions have been suspended for more than 60 days, Google will automatically transfer the customer from your account. These customers will enter a grace period and can reactivate their subscriptions or save their data before Google cancels their account.
For suspended subscriptions on the Annual/Fixed-Term Plan, the 60-day period starts only after the commit term for the subscription has ended, and if the subscription was not renewed.
Customers that won't be transferred
Your customer's account will not be transferred to Google if the customer has any of the following:
- At least one active subscription
- A Vault subscription
- A subscription that was suspended because the customer did not accept the Terms of Service
- A subscription that was suspended by Google
- Only a Chrome subscription
Customer accounts that have been suspended for more than one year will be canceled instead of transferred to Google.
Automated transfer questions
Why is this change happening?
Will I be notified if you transfer a customer to Google?
Yes. When you suspend an account, you'll get a message that if the subscription is suspended for more than 60 days the customer may be transferred to Google. You'll also receive 3 email reminders that Google has the option to transfer the customer from you to comply with its standard retention policy.
We've already sent resellers an email to announce we'll start cleaning up customer accounts after September 1, 2022. For subscriptions that have been suspended for more than one year, and will be canceled instead of transferred to Google, you will not receive a separate notification from Google.
What can I do to prevent a customer from being transferred to Google?
What happens when a customer is transferred to Google?
Will customers be notified about these changes?
No, customers will not be notified about these changes. Resold customers that are transferred to Google will get an email explaining why their subscription was transferred to Google.