Changing your account name or ID, or closing your account

Businesses change. Maybe you've rebranded, made a typo at sign-up, or you're bringing a product line to an end. Here's what can change about your Moonbase account, what can't, and what happens when an account is closed.

Your account name and Account ID

Every account has two names, both chosen when you signed up. You'll find them at the top of Account settings > Account:

• Account Name: the name of your store, shown to your customers at checkout, in your customer portal and in your emails.

• Account ID: your account's permanent identifier, like the acme-audio in acme-audio.moonbase.sh. It's the address of your customer portal, and how your apps, your website and your integrations find your account.

Neither can be edited in the app.

Changing your account name

Contact Moonbase support with the new name, and we'll change it for you. Your Account ID, and everything that relies on it, stays as it is.

Your business details are separate: the business or legal name, tax ID and address that appear on your payout invoices. Once your account is live or verified, Moonbase support changes those too, and may ask for proof of the change, such as an extract from the business register. See Account information.

Changing your Account ID

An Account ID can't be changed. It's built into your customer portal's address, your licensing setup and every integration, and changing it would break them all. If you need a different ID, you can create a new account with it, and Moonbase closes the old one for you:

1. Sign up for the new account at app.moonbase.sh/sign-up, with the new Account ID and the same email address you use today. The new account is added to your login, and Switch at the top of the sidebar moves between the two.

2. Set up the new account and take it live: your products, storefront, licensing in your apps, integrations, API keys and webhooks. See Going live: demo mode and verification.

3. When everything works, ask Moonbase support to close the old account.

Closing your account

Only Moonbase staff can close an account, so get in touch with us to start the process.

Before you ask, download anything you'd like to keep: Customers > Export customers for your customers, and Sales > Report for your sales. You can also use our APIs to dump any other data you need to get out.

What your customers see

Your customer portal and storefront widget show "This store has closed" on every page. Customers can no longer sign in, buy, download, redeem a voucher or activate anything through them.

Licenses already in use

Licenses that are already activated on a device keep working. The next time your app checks its license, Moonbase switches that device to an offline license, so it carries on working there: for good with a perpetual license, and until the end of the period paid for with a subscription. This works in apps that follow our current licensing guidance (see Licensing SDKs and your implementation guide). New activations and new trials are refused.

Subscriptions

No subscription is renewed once the account is closed. Each one runs to the end of the period its buyer has paid for, without being charged again. A buyer who couldn't make use of that time, because your portal, downloads and new activations are gone, is refunded on request, from your balance.

Your team, integrations, API keys and webhooks

Your team is signed out of the account within a few minutes, and alert emails stop. API keys are revoked, integrations are switched off, webhooks stop and campaigns stop sending. A custom domain stops working, and your email sending domains are removed, so nothing is sent from your domain any more.

Your money

Sales you made before closing can still be refunded or disputed, so the balance we owe you is held for 120 days after the account closes, to cover them. We can't release that hold early. After the 120 days, it's paid out in a single payout, whatever the amount, to the payout account on file, less the usual payout fee. If there's no payout account on file, it waits until you give one to Moonbase support. See Getting Paid.

Reopening, and getting a copy of your data

Changed your mind? Moonbase support can reopen a closed account within 30 days of closing it. It comes back with the same data, but what closing ended stays ended: API keys, integrations, webhooks, a custom domain and email sending domains need to be set up again, and subscriptions that have ended don't restart.

For the same 30 days, you can ask Moonbase support for a copy of your data: all your customers and all your sales, as two CSV files.

After 30 days, the account's data is deleted for good, and the owner gets an email once it has been. Moonbase keeps what it has to as the seller, such as the orders, payments, payouts and invoices.

Frequently asked questions

Can I close or delete my account myself?
No, the account owner asks Moonbase support, with the chat in the bottom right of the dashboard or at support@moonbase.sh.

Will plugins my customers have already activated stop working?
No. Devices that are already activated switch to an offline license and keep working, for good with a perpetual license and until the paid period ends with a subscription, in apps that follow our current licensing guidance.

Can I reuse my old Account ID for the new account?
No. An Account ID can't be used again once its account is closed, and two accounts can't share one.

What happens to my team members?
They're signed out of the closed account. Anyone who also has access to another Moonbase account lands there instead.

Can I change the business name on my invoices?
Yes, but it isn't the same as the account name. See Account information.