> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Account lifecycle — from trial to cancellation

> Understand every stage of your HoopAI account: free trial, activation, upgrades, downgrades, suspension, and cancellation.

Your HoopAI account goes through several stages from the moment you sign up to when you choose to move on. This page is a map of every stage, what happens at each transition, and links to the detailed guides for each step.

## Lifecycle overview

```mermaid theme={null}
graph LR
    A[Sign up] --> B[Free trial<br/>14 days]
    B --> C[Choose a plan]
    B --> G[Trial expires<br/>read-only]
    G --> C
    G --> H[30 days: data deleted]
    C --> D[Active account]
    D --> E[Upgrade / Downgrade]
    E --> D
    D --> F[Cancel]
    F --> I[Grace period<br/>30-90 days]
    I --> H
    D --> J[Payment fails]
    J --> K[Retry period<br/>21 days]
    K --> D
    K --> L[Suspended<br/>read-only]
    L --> D
    L --> I
```

## Stage details

### 1. Free trial (14 days)

When you sign up, you get full access to the plan you selected for 14 days. No credit card required.

* **What you can do**: Everything included in your selected plan tier
* **Limitations**: Reduced contact and email limits during trial
* **What happens next**: Choose a plan to continue, or the trial expires

[Full trial guide →](/getting-started/free-trial)

### 2. Active account

Once you select a plan and add a payment method, your account is fully active.

* **Billing**: Charged monthly or annually on your billing date
* **Upgrades**: Take effect immediately with prorated charges
* **Downgrades**: Take effect at the start of the next billing cycle
* **Add-ons**: Can be added or removed anytime

[Manage your billing →](/settings/billing-portal) · [Compare plans →](/settings/plan-comparison) · [View usage and add-ons →](/settings/usage-and-addons)

### 3. Upgrade or downgrade

You can change your plan at any time from **Settings → Billing**.

| Action             | When it takes effect | Billing impact                                 |
| ------------------ | -------------------- | ---------------------------------------------- |
| **Upgrade**        | Immediately          | Prorated charge for the remainder of the cycle |
| **Downgrade**      | Next billing cycle   | You keep higher-tier features until then       |
| **Add-on added**   | Immediately          | Prorated charge                                |
| **Add-on removed** | End of current cycle | No partial refund                              |

<Tip>
  Before downgrading, check the [plan comparison](/settings/plan-comparison) to understand which features you'll lose. Export any data tied to features not available on the lower plan.
</Tip>

### 4. Payment failure

If a payment fails, HoopAI retries automatically over 21 days. Your account stays fully functional during this period.

* **Day 0–21**: Retry attempts + email notifications. Account remains active.
* **Day 21**: Account suspended (read-only mode) if payment still fails.
* **Day 21–111**: Data retained. Update your payment method to reactivate instantly.
* **After 111 days**: Account and data may be permanently deleted.

[Fix a failed payment →](/settings/payment-issues)

### 5. Cancellation

You can cancel your HoopAI account at any time from **Settings → Billing**.

* **Immediate**: You retain access until the end of your current billing cycle
* **After billing cycle ends**: Account enters read-only mode
* **Grace period**: Your data is retained for **30–90 days** (varies by plan)
* **After grace period**: All data is permanently deleted

<Warning>
  Always [export your data](/settings/data-export) before cancelling. Once the grace period ends, data cannot be recovered.
</Warning>

[Cancel or downgrade guide →](/settings/cancel-or-downgrade)

## Quick reference

| Stage             | Duration             | Access level       | Data retention          |
| ----------------- | -------------------- | ------------------ | ----------------------- |
| **Free trial**    | 14 days              | Full (with limits) | Trial + 30 days         |
| **Active**        | Ongoing              | Full               | Continuous              |
| **Payment retry** | 21 days              | Full               | Continuous              |
| **Suspended**     | Up to 90 days        | Read-only          | 90 days from suspension |
| **Cancelled**     | End of billing cycle | Read-only          | 30–90 days              |
| **Deleted**       | Permanent            | None               | None — irreversible     |

## Related pages

<CardGroup cols={2}>
  <Card title="Free trial" icon="gift" href="/getting-started/free-trial">
    Trial features, limitations, and how to extend
  </Card>

  <Card title="Billing portal" icon="receipt" href="/settings/billing-portal">
    Manage plan, payments, and invoices
  </Card>

  <Card title="Payment issues" icon="credit-card" href="/settings/payment-issues">
    What to do when a charge fails
  </Card>

  <Card title="Cancel or downgrade" icon="circle-xmark" href="/settings/cancel-or-downgrade">
    Step-by-step cancellation process
  </Card>

  <Card title="Data export" icon="download" href="/settings/data-export">
    Export your data before making account changes
  </Card>

  <Card title="Plan comparison" icon="table" href="/settings/plan-comparison">
    Compare features across all plans
  </Card>
</CardGroup>