Can a client who paid last year but never used the service activate it now, and what do I need to do?

Can a client who paid last year but never used the service activate it now, and what do I need to do?

⚡Quick answer -

Activation might be possible. Confirm:

(1) the client’s reason for non-usage and

(2) whether they ever asked Sales or Support for a late start. In both cases, discuss the final decision with your Team Lead (TL) before replying to the client.

When should I use this guide?

Use these steps whenever a client who paid within the past 12 months wants to begin using a service that has remained completely inactive.



1. Information you must gather first

• Reason the service was never used.

• Proof or statement showing whether the client ever asked Sales or Support for late activation.



2. Decision matrix (prior notice vs. no notice)

Scenario

Can we activate now?

TL involvement

Client informed Sales/Support for late activation and it was missed

Yes

Required

Client never informed anyone; service was unused for personal reason

Depends on TL’s decision about how many months to offer

Required



3. Path A – Client gave prior notice to Sales/Support

  1. Verify the prior request in email, CRM, or ticket logs.
  2. Discuss the situation with your TL.
  3. After the TL agreement, inform the client that the service will be activated now. Expected outcome: service is activated for the full term initially purchased. 


4. Path B – Client gave no prior notice

  1. Document the client’s stated reason for non-usage.
  2. Present the case to your TL.
  3. Follow the TL’s decision on how many months of service to provide.


5. When activation may be limited

If the client never alerted Sales/Support, the TL may approve only a portion of the original service term instead of the full period.



6. Escalate to your TL

• Client name / ID:
• Date of payment:
• Reason for non-usage:
• Was prior notice given to Sales/Support? Yes / No
• Summary of evidence (email, ticket #, etc.):
• TL decision:



7. Workflow diagram

image.png


Alt-text: Flowchart showing two paths—prior notice leads to immediate activation after TL approval; no notice leads to TL decision on reduced service months.



Keywords: late activation, service unused, reactivation request, Team Lead approval