Requesting License Extension While Payment is Being Processed

Overview

If your license is expiring soon and you are still in the process of arranging your payment, this article provides information on how to request a temporary license extension.

Information

Your account is typically given a seven (7) days grace period after the license termination date. But if you want to request a temporary extension due to delayed payments, it may be granted as a one-time courtesy subject to evaluation by our Billing team. Hence, you need to contact our Billing Department by sending an email to Billing@kayako.com.

When contacting Billing, provide the following information:

• Your Kayako Classic instance name (i.e. https://brewfictus.kayako.com/).
• The specific reason why you are requesting an extension.

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If you're an agent receiving this request from a customer, once you have the required info,

1. Initiate a side conversation with the Billing team to get approval. Follow the Kayako Classic Account Management and Escalation Paths process for escalating to Billing.
2. Once approved, follow the Extending Kayako Classic Account Licenses article to extend the license.
3. Reply to the customer to tell them that the license has been extended and to make sure payment is processed on time.

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