Requesting Temporary Extensions for Expired Kayako Classic Licenses

Overview

In certain situations, your Kayako Classic license may expire or be about to expire in a week — for example:

• While your renewal is in progress
• While your payment is being processed
• Or due to other unforeseen circumstances

To avoid service interruption during these times, you can request a temporary extension so you can continue using Kayako while the renewal or payment is finalized.

How to Request a Temporary Extension

• Create a Ticket via Our Support System
  • To request a temporary extension, please initiate a chat with ATLAS and ask it to raise a ticket for you.
    • Just so you know, the AI bot won't be able to handle this request in real time. 
    • Once you create a support ticket, our backend will quickly process your request after confirming your eligibility for the extension.
  • Please use the following template message and include your Kayako Order ID (as seen in mykayako.com) for a quick start, as this request will be handled automatically by our system:
    • "My subscription has expired. Can you please create a support ticket for me to request a temporary extension for my order ID XXX-XXX-XXXXX ?"
• Be Sure to Provide Your Kayako Order ID
  • You must provide your order ID, which can be seen in your my.kayako.com, in the following format: XXX-XXX-XXXXX

  • You can find this order ID on your My Kayako page (see example below). This is the unique identifier for your order, which must be provided for the extension to be processed for your Kayako license linked to that order.
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Important Notes

• If you submit a request without your order ID, your request will not be processed, and you will be asked to create a new ticket with the correct details.
• Our back-end process will quickly check your eligibility — in most cases, this means ensuring you have not requested an extension recently.
• If you're eligible, we'll give your extension and confirm it via the same ticket as soon as possible.