Service Statuses Explained

Status Reference#

Pending#

A service enters pending when:

• The order is paid and approved, but provisioning has not yet completed.
• Provisioning is queued (running via the job queue).

The service transitions from pending to active when the provisioning job completes successfully. If provisioning fails, the service stays pending and the admin is notified.

[!TIP] Check Admin → Services → [service] → Provisioning Log if a service is stuck in pending for more than a few minutes.

Active#

Normal operating state. The client's hosting account exists on the server and is accessible. Renewal invoices are generated automatically before next_due_date.

Suspended#

A service is suspended when:

• A renewal invoice is not paid within the grace period after the due date (automatic).
• An admin manually suspends it (Admin → Services → [service] → Suspend).

While suspended:

• The hosting account is disabled on the server (login blocked, website returns error).
• The service record and data remain intact on the server.
• Renewal invoices continue to be generated.

The service returns to active when:

• The overdue invoice is paid (automatic unsuspend if configured).
• Admin manually unsuspends.

[!IMPORTANT] Suspension dispatches a SuspendAccount job to the queue. If the server is offline, the job will retry according to the queue retry policy but the service may show suspended in Commerce while the server still serves the site until the job succeeds.

Terminated#

A service is terminated when:

• An admin runs Terminate from the service detail page.
• An automated termination job runs after the termination grace period following suspension.

On termination:

• The TerminateAccount job is dispatched, deleting the hosting account and all data from the server.
• The service status is set to terminated.
• No further invoices are generated.

[!WARNING] Termination permanently deletes all client data from the server. This action cannot be undone. Always confirm with the client or ensure backups exist before terminating.

Cancelled#

A service is cancelled when:

• A cancellation request is approved.
• Admin manually cancels the service.

On cancellation:

• For Immediate cancellations: service is terminated (data deleted) immediately.
• For End of Period cancellations: service stays active until next_due_date, then terminates. No further renewal invoices are generated.

A cancelled service does not generate renewal invoices.

Status Transition Summary#

pending → active           Provisioning succeeds
active → suspended         Grace period exceeded / manual
suspended → active         Invoice paid / manual unsuspend
suspended → terminated     Termination grace period / manual
active → cancelled         Cancellation approved (end of period)
active → terminated        Cancellation approved (immediate) / manual

Related Articles#

• Services Overview
• Cancellation Requests
• Admin Actions on Services