For step-by-step cancel and reactivate instructions, use Cancel and Reactivate End User Tenant. This article explains what Pending Cancellation and Canceled mean for user access, phone agents, and resources.
Understanding Tenant Status: Pending Cancellation vs. Canceled.
Overview
When a Hatz tenant's subscription status changes, the tenant may enter either a "Pending Cancellation" or "Canceled" state. Each state has different effects on user access, invitations, phone agents, and resource management.
What happens in each tenant status?
Pending Cancellation
When your tenant is scheduled to be cancelled:
User invitations and access:
❌ Cannot invite new users
❌ Users may not be able to accept pending invitations
❌ SCIM-provisioned users cannot join the platform
✅ Existing users can still sign in
Phone agents:
❌ Cannot assign new phone agents
✅ Existing phone agents will continue to work until the end of the month
Resources:
✅ Resources like agents and groups can still be assigned
Cancelled
When your tenant is Cancelled it is in a deactivated state:
User invitations and access:
❌ Cannot invite new users
❌ All users cannot accept pending invitations
❌ SCIM-provisioned users cannot join the platform for the first time
❌ Users cannot sign in
Phone agents:
❌ Cannot assign new phone agents
❌ Existing phone agents will not work
Resources:
❌ Resources like agents and apps cannot be assigned
Quick comparison table
Feature | Pending Cancellation (not deactivated) | Canceled (deactivated) |
Invite new users | No | No |
Accept pending invitations | Some users may not be able to | No users can accept |
SCIM-provisioned first-time join | No | No |
Existing users can sign in | Yes | No |
Assign new phone agents | No | No |
Existing phone agents work | Yes, until end of month | No |
Assign resources (agents/groups/apps) | Yes (agents and groups) | No |
Visibility on a tenants status
On the tenant management tab, there are clear indicators of tenant status. Users can hover over Pending Cancellation bars to see when the tenant is scheduled to lose access.
Deleting a tenant
Immediate deletion is a separate action from cancel. Follow Delete End User Tenant.
Before deleting a tenant: confirm whether the customer needs any available exports, compliance/audit records, billing records, shared Workshop items, or source documents retained outside Hatz. Tenant deletion is not a way to transfer chat history or LLM conversation history into another tenant, and deleted tenant data cannot be restored.
Limitations
General limitations:
Neither state allows new user invitations or new phone agent assignments
SCIM-provisioned users cannot join for the first time in either state
Pending invitations will fail or be blocked
Pending Cancellation state limitations:
Some (not all) pending invitations may fail
Phone agent functionality expires at the end of the billing month
Resource assignment is limited to agents and groups only
Cancelled (deactivated) state limitations:
Complete loss of user access - no sign-ins allowed
All phone agent functionality stops immediately
No resource assignments of any kind are permitted
What to do next
If your tenant is in a cancelled or deactivated state and you would like to restore access, follow Cancel and Reactivate End User Tenant.
For billing or subscription questions, contact Support directly