1. What is the Inactive Account Management Policy?
Plivo’s Inactive Account Management Policy is designed to protect your account and our platform from security risks associated with dormant accounts. These risks include unauthorized account takeovers (especially for accounts with stored payment cards) and the potential misuse or sale of inactive accounts.
2. Why are we implementing this policy?
- Security risks: Inactive accounts with saved payment methods can be vulnerable to takeover and fraud.
- Data protection: Accounts without payment cards can be sold on the dark web, increasing the risk of misuse.
- Cost efficiency: Managing inactive accounts helps optimize storage, processing, and invoicing costs.
3. Which accounts are affected?
The policy applies to all accounts regardless of the product, as “usage” is defined across all Plivo products (not just SMS or Voice).
4. How are inactive accounts categorized?
Accounts are segmented into three categories based on their inactive status.
- Category A: No usage in the last three months (with prior usage noted between four and six months ago).
- Category B: No usage in the last six months (with prior usage noted between seven and 12 months ago).
- Category C: No usage in the last 12 months or more.
5. What happens to Category A accounts?
We take the following steps for accounts with no activity in the last three months.
- Initial Notification: You’ll receive an email indicating that your account has been inactive for 90 days.
- Pending Changes: If no usage occurs within the next 30 days, the following actions will be taken:
- Auth Token Reset: Your auth token will be changed.
- Geo-Permission Restrictions:
- SMS: Access will be limited to the United States (US) and India (IN).
- Voice: Access will be limited to the US and IN. (with no outbound calls permitted to the US).
- Numbers: Access will be limited to US numbers (and IN if you are registered in India).
- Follow-Up: A confirmation email will be sent once these changes are implemented.
6. What happens to Category B accounts?
We take the following steps for accounts with no activity in the last six months:
- Initial Notification: You’ll receive an email stating that your account has been inactive for 180 days.
- Pending Changes: If no activity occurs within the next 30 days, these actions will be implemented:
- Auth Token Reset.
- Geo-Permission Restrictions:
- SMS: Access will be limited to the United States (US) and India (IN).
- Voice: Access will be limited to the US and IN. (with outbound calls for the US restricted).
- Numbers: Restricted to US numbers (and IN if you are registered in India).
- Follow-Up: A confirmation email will be sent after the changes take effect.
7. What happens to Category C accounts?
We take the following steps for accounts with no activity in the last 12 months or more.
- Initial Notification: You’ll receive an email notifying you that your account has been dormant for over a year.
- Pending Action: If no activity is recorded in the next 30 days:
- Account Closure: Your account will be closed, and any remaining balance will be refunded.
- Follow-Up: A confirmation email will be sent once your account is closed.
8. What if I don't want my account to be subject to this policy?
You can opt out of this policy from the user setting tab under the Security section in your User settings on your Plivo console. Every account is by default opted-in to this policy.
Misuse that occurs as a result of opting out will be the account owner’s responsibility. Plivo is not liable for any fraudulent activities that may arise from accounts that have opted out of this policy.
This FAQ will be updated as necessary to reflect any changes to the policy or additional questions from our users. Thank you for helping us maintain a secure and efficient platform!