The portfolio is locked

You signed in and, instead of the inbox, you got a screen headed Portfolio scheduled for deletion, saying this portfolio's accounts are closed because deletion is scheduled, with a date underneath. That screen means the portfolio's owner has scheduled it for deletion. Nothing happens straight away; everything can be undone until that date. This guide explains your options.

⚠️ Note: While the portfolio is locked, all of its accounts are closed. Connections are cut, no messages arrive, automations do not run and posts are not published. On the stated date all data, including contacts and conversations, is permanently deleted.

You may be seeing one of these situations:

• The lock screen opens when you enter the portfolio.
• An action returns a message saying the portfolio is scheduled for deletion.
• Some accounts are marked To be deleted in the accounts list.
• You cannot lift the lock.

A concrete example: a business runs two brands in two separate portfolios. They decide to close the second brand and schedule that portfolio for deletion, but they will keep using the WhatsApp number inside it. Before it is deleted, the number is moved into the first portfolio with the Move button on the lock screen; contacts, conversations and automations come with it and nothing is lost. When the portfolio is deleted on its date, only the data they really wanted gone is left behind.

The order matters here: move first, then wait. After the deletion date, nothing can be moved and nothing can be recovered.

Read the date on the screen

The lock screen shows the deletion moment in the account's time zone.

1. Read the line saying the portfolio will be permanently deleted on a given date with all its accounts and data.
2. You can cancel any time before that date.
3. Once the date has passed, the data cannot be recovered.
4. Under Other accounts you can switch to accounts in another portfolio, or create a new portfolio.

Cancel the deletion

The most direct way to lift the lock is to cancel the scheduled deletion.

1. Press Reactivate on the lock screen.
2. Confirm the prompt asking whether to cancel the scheduled deletion and reopen the portfolio.
3. The portfolio opens immediately.
4. You will need to reconnect its accounts. Connections were cut during the lock, so on each account go to Settings › Connection and press Reconnect.
5. Once the connections are back, messages arrive again and automations resume.

Your contacts, conversations, automations and media library are not deleted during the lock; only access is closed.

If you cannot cancel

If the button is missing or does nothing, the screen states the reason.

• "Only the portfolio owner can cancel the deletion." As a team member you cannot do this; contact the portfolio's owner.
• "Deletion can't be cancelled while viewing as this user." You are in a session that views someone else's account; sign in with your own.
• "Deletion is in progress and can no longer be cancelled." The date arrived and deletion has started; there is no way back from here.

Rescue an account by moving it

If you do want the portfolio gone but not one of the accounts inside it, you can move that account to another portfolio of yours. Moving is the one route that stays open during the lock.

1. Press Move next to the account, either on the lock screen or in the Portfolio settings › Accounts list.
2. Pick a portfolio from Target portfolio. Only portfolios you own are listed.
3. Make sure the target is eligible. The panel shows unsuitable options with the reason: it will not move into a portfolio that is itself scheduled for deletion, that has hit its account limit, or where that channel is off.
4. Read the What moves summary: contacts, conversations, automations and media move with the account, and none of it is deleted.
5. Confirm the move.

⚠️ Note: Only someone who owns both portfolios can move an account. Admins and editors cannot.

Do not confuse it with user account deletion

There are two separate deletions and their symptoms look alike.

• Portfolio deletion only closes that portfolio and its accounts. Your plan is unaffected; the plan and invoices stay with your user account.
• User account deletion covers your whole account. In that case the panel says your user account is scheduled for deletion and asks you to cancel under My account › Delete my user account. That schedule also stops renewal and cancels pending orders.

Other known issues and limits

• My user settings stay open during the lock. You can still reach the plan, invoices and profile screens.
• Team members see the lock screen too but are only informed; they cannot act.
• Scheduling a deletion requires two-step verification. To delete a portfolio you need two-step verification or a passkey on your user account.
• Connected accounts are handled first. Before a portfolio is deleted, its accounts are disconnected, moved or deleted.
• Renewal can resume after you cancel. If the schedule stopped your renewal and the period is still running, renewal picks up where it left off.
• Deleting a single account is different. To remove just one Instagram or WhatsApp account, use Settings › Delete this account on that account; the portfolio and its other accounts are untouched.
• A locked portfolio still counts against your plan. If you hit the portfolio limit, remember to count the ones waiting to be deleted.

If you have followed every step and the problem continues, contact our Support team.