How to Store or Close Your Account

You’re able to store or close your account at any time.

Zanda offers these two different account options so that you have the flexibility to have your paid account managed in the way that is best for your business' current situation. 

In this article:

• Managing Storage Mode
• How long your account can stay in Storage Mode
• Closing Your Account
• Frequently Asked Questions
• Related Articles

Placing Your Account in Storage Mode

Storage Mode is a good fit when you need to pause your practice but keep your account and data available. Common reasons include:

• Taking maternity leave
• Retiring from practice
• Holding read-only access to your account
• Keeping your account and client records accessible after you stop practising

Monthly Storage Mode Fee:

• USA $10
• AU $10 + 10%GST
• NZD $10
• CAD $10
• GB £8
• EU €8
• ZAR R105
• Global USD$10

There is no fixed term: the fee is charged monthly for as long as your account stays in storage. See How long your account can stay in Storage Mode below. 

Where to Find the Storage Mode Option

1. To place your account in storage mode, navigate to User Menu > Your Account > Subscription Information:

2.  In the ' Close or Store Your Account' section, click on the 'See Your Options Here': 

• The first option is to switch your account to Storage Mode: for a nominal monthly fee, you will be able to retain your data in securely stored read-only mode. 

Before switching to Storage Mode, we recommend reaching out to your clients.

Since SMS and email communication features will be disabled, your clients will no longer receive automated messages from your Zanda account. It's a good idea to inform them of an alternative way to contact you — such as a personal email address or phone number — so they can still reach you with any questions or ongoing care needs. Use the Bulk Send feature to send such an email to your all your clients in one go. 

Switching to Storage Mode

• Click the 'Store Your Account' button
• Read the pop-up message carefully, check to agree to the terms of the Storage Mode and click the 'Switch To Storage Mode Now' button when you are ready.
• If you are in the middle of your paid subscription period, the storage mode will activate on the next date after your paid subscription expires. 
• While in Storage mode, you will be able to access your account in read-only mode, and you will be able to export all of your data via the Tools > Data Export feature. 

Billing While in Storage Mode

Storage Mode does not stop your Zanda billing, it changes what you are billed for. Your plan price is replaced by the fixed monthly Storage Mode fee shown above, and that fee is charged on your usual monthly billing date for as long as the account stays in storage. As noted above, any discounts applied to your subscription are removed when Storage Mode starts.

Where to see what you are being charged

While your account is in Storage Mode, the Subscription Information page shows your plan name with an amber (In Storage) label next to Current Plan, and plan prices are hidden on that page. To see the amount actually charged, go to User Menu > Your Account > Invoices and Receipts and open your most recent subscription invoice.

It is also worth watching the account email address. Zanda sends subscription notices to the email address held against your practice, so a notification there is often the quickest explanation of a change in the amount. See Managing Your Zanda Subscription for which address that is and how to change it.

Communication Features in Storage Mode

When your account is in Storage Mode, most outbound communication features are turned off automatically.

What gets turned off:

• Appointment reminders — SMS and email reminders to clients before appointments will not be delivered.
• Bulk SMS — Manual bulk SMS campaigns and automated bulk message sequences are blocked.
• Client task notifications — SMS and email notifications triggered by client tasks will not be sent.
• Automated bulk messages — Any bulk messages triggered by automations are stopped.

Exiting the Storage Mode

You are able to cancel the storage request or end the storage mode once it started, from the same menu on your practice subscription page.

1. Navigate to  User Menu > Your Account > Subscription Information

2. Click 'Cancel Storage Request' - if you storage mode hasn't started yet.
3. OR, click 'Resume XXX Plan' to take your account out of the active storage mode and return to your subscription plan.

How long your account can stay in Storage Mode

There is no maximum. Storage Mode has no fixed term and no minimum period, so your account and client records stay in secure, read-only mode for as long as the monthly Storage Mode fee is paid. Zanda does not remove stored accounts after a set time.

Three things end Storage Mode:

• You resume your plan, using the steps in Exiting the Storage Mode above.
• You close your account, using the steps in Closing Your Account below.
• The monthly fee stops being paid. A Storage Mode invoice follows the same overdue process as any Zanda subscription, so if it stays unpaid the account is eventually suspended and then deactivated, and you lose sign-in access to your records. Keep your card details current while your account is in storage, and see Updating Your Credit or Debit Card Details.

Whichever route you take, you can export a full copy of your data at any time while the account is in Storage Mode, from Tools > Data Export. See Exporting Your Data.

Closing Your Account

Thinking of closing your account? We're sorry to hear that. If you're open to it, we'd love the chance to chat first. Our team is here to understand what's led to your decision and see if there's anything we can do to help before you go. Just let us know and we can book in a time that suits you.

If you decide to close (cancel) your account, you can do so directly from the User Menu > Your Account > Subscription Information page without contacting our support team.

There is no separate account cancellation fee. Your usual subscription billing continues until the account closure date you select.

If you have an active subscription discount, for example a time-limited promotional offer, closing your account doesn't cut it short or change it. Your subscription keeps billing at the discounted rate through your selected closure date, the same as it would if you weren't closing. This differs from Storage Mode, which removes any active discount. See Billing While in Storage Mode above. 

Follow the steps below to understand the process and the available options:

Where to Find the Close Account Option

1. Go to the User Menu > Your Account > Subscription Information.
2. Select Close or Store Your Account.
3. Click Close Your Account to start the process.

Account Closure Process

1. Select a Reason for Closure

2. Acknowledgment of Data Export: Before proceeding, you must confirm:

• That you’ve exported all necessary data.
• That you understand once the account is closed, access to data will no longer be available.

Download your subscription tax invoices before you close

Alongside your data export, download the tax invoices for your Zanda subscription while you still have access. Go to User Menu > Your Account > Invoices and Receipts, click the gear icon to the right of each invoice and click Print to save a PDF copy. Keep these with your business records—once the closure date passes you will no longer be able to sign in to download them.

3. Confirm Closure Page

• Click the 'Continue with Cancellation' button
• Select your preferred account closure date:
  • You can choose to close immediately, or on any future date (not a past date).
  • Billing will continue as normal until the closure date you selected.
• Acknowledgment of Data Export: Before proceeding, you must confirm:
  • That you’ve exported all necessary data.
  • That you understand once the account is closed, access to data will no longer be available.
• Click 'Close My Account' button

What Happens After Account Closure Date

• You will see a page listing the closure date.

• • You can cancel the closure request at any time by clicking the cancel button.
  • You can place the account in Storage mode instead, or continue using it as usual.
  • If closure is canceled, you can request closure again later if needed.
  • You will have access to your account data until the confirmed closure date.
  • There will be no access to your account data after the closure/cancellation date. Closing your account stops your access to it; it does not by itself permanently erase your data from our system. See an FAQ "How do I fully delete my account and my data, rather than just closing it?" below if that's what you need. 

Frequently Asked Questions

❓ I've stopped practising but need to keep my client records for a required retention period. Can I keep them without paying for a full subscription?

Yes. Storage Mode is built for exactly this. For the nominal monthly Storage Mode fee, your account stays in secure, read-only mode, so you can keep and access your client records after you stop seeing clients, without an active practice subscription. You can also export everything at any time from Tools > Data Export to keep your own copy. To switch, go to User Menu > Your Account > Subscription Information > Close or Store Your Account (you'll need to be the account's master user). How long you need to keep records is set by your own professional and legal obligations, which vary by region and profession, so Zanda doesn't advise on retention periods, but Storage Mode gives you a low-cost way to hold onto your records for as long as you need.

❓ My account is in Storage Mode but I have been charged more than the Storage Mode fee. What should I do?

While an account is in Storage Mode the fixed Storage Mode fee replaces your plan price, so an invoice above that amount means something on the account has changed the subscription price. Because prices are hidden on the Subscription Information page while the account is in storage, start with the invoice:

1. Go to User Menu > Your Account > Invoices and Receipts and open the most recent subscription invoice to see the amount and what it covers.
2. On User Menu > Your Account > Subscription Information, check the plan name shown on the Current Plan line next to (In Storage).
3. Check the account email address for any Zanda subscription notices around the date the amount changed.
4. Email support@zandahealth.com with the invoice number, the plan name shown on your Current Plan line, and the month the amount changed, so the team can check the charge against your account and explain what it covers.

There is no separate sales contact for questions about an existing account's billing, our support team handles these directly. If you would rather talk it through with someone, you can book a free support phone or video call.

❓ How do I delete or deactivate my account if I am still on a free trial?

You do not need to delete or deactivate an unconverted trial account. If you have not selected a subscription plan and entered credit or debit card details, your trial ends after the 14-day trial period and the paid-account close and storage options do not apply.

If you see Start Your Plan, your account is still in the trial conversion flow. To keep using Zanda after the trial, select a plan and enter your card details. To stop there, leave the account unconverted. If you have already converted your trial to a paid subscription, use User Menu > Your Account > Subscription Information > Close or Store Your Account to choose storage mode or close the account.

If you'd like your trial account and any data in it permanently deleted rather than simply left to expire, see "How do I fully delete my account and my data, rather than just closing it?" below.

❓ How do I fully delete my account and my data, rather than just closing it?

Closing a paid account, switching to Storage Mode, or letting an unconverted trial expire all stop your access—none of them, by themselves, permanently erase your data from our systems. If you want your account and all of its data fully and permanently deleted instead, email support@zandahealth.com and let the team know you'd like your account and data deleted, not just closed or stored. Our support team will verify your request and process the deletion for you. This applies whether you're on a free trial or a paid account.

❓ Can I request a refund under the Money-Back Guarantee when I close my account?

Closing your account and requesting a refund are separate steps. First, use User Menu > Your Account > Subscription Information > Close or Store Your Account to set your account closure date. Then contact Zanda support with your refund request so the team can review it alongside your account details.

❓ My account is already closed. Can I reactivate it or get my data back?

Email our support team at support@zandahealth.com with your practice name and the email address you used to sign in, and the team will confirm what's possible for your account. Get in touch as soon as you can.

Once your closure date has passed you can no longer sign in yourself, so this is the only route. If you try to log in you'll see the message "Oops! We don't have that Username and Password combination." That's expected for a closed account, and it doesn't mean there's a problem with your password, so a password reset won't get you back in.

If you'd prefer to start fresh, you can sign up for a new Zanda account at any time. Data from a closed account doesn't carry across to a new one automatically, so mention it to the support team if you'd like your records looked into first.

If your closure date is still in the future, you have more options: see Placing Your Account in Storage Mode above to keep your data and be able to return, and export your data from Tools > Data Export while you still have access.

❓ I’ve already closed my account—how do I get a copy of my final subscription invoice?

Contact our support team and we’ll arrange a copy of the invoice for you. Zanda doesn’t email subscription invoices automatically, and sign-in is unavailable once your account is closed, so the support team is the quickest route to a copy for your bookkeeping, tax return, or business records.

Note that your final subscription invoice may be issued on or shortly after the closure date you selected, because billing runs as normal up to that date. If you’d like to be sure you have everything, download your invoices from User Menu > Your Account > Invoices and Receipts before the closure date, and check back for the final one just before your access ends.

Need Help?

If you have any questions or need assistance, our support team is always here to help at support@zandahealth.com

Related Articles

• Converting Your Trial Account - Learn how trial conversion works, including plan selection, card validation, and the first billing date.
• Starting a Trial Account - Learn what is included in a 14-day free trial and when a card is required.
• Exporting Your Data - Download a copy of your account data before your closure date.