Workspace deletion

If you are leaving Ochre, you can permanently delete your workspace. Deletion has a built-in 30-day grace period in case you change your mind, and a hard delete at the end.

Before you start

Run a data export first. Once the 30-day grace ends, your data is gone and cannot be retrieved. See export-data.

You may also want to:

• Notify your team in advance so they can save anything they personally need.
• Update inbound email forwarding so customers do not hit a black hole.
• Take screenshots of any reports you want to keep.

Who can request deletion

Only the owner. Admins do not have access to the danger zone.

If the owner has left the company, see transfer-ownership — or email hello@ochrehq.com from a verified admin address and we will help.

How to request

1. Open Settings → Danger zone.
2. Click Request workspace deletion. This opens a pre-filled email to hello@ochrehq.com with your workspace name.
3. Send the email.

We confirm the request, schedule deletion for 30 days out, and put the workspace into grace immediately.

This is a concierge flow today rather than a one-click in-app button — the extra confirmation step is a feature, not a bug.

What happens during the 30-day grace

• Agents and admins cannot send replies or change settings. The workspace is held in a read-only state.
• Inbound email is rejected with a bounce ("This support address is no longer active").
• The chat widget on your site shows offline.
• All scheduled messages, follow-ups, and routing actions are paused.
• The Stripe subscription is canceled at period end (no further charges). See cancellation.

How to cancel during grace

Reply to the deletion-confirmation email and ask to cancel — or email hello@ochrehq.com from the owner's address. We confirm within one business day, the workspace comes back online, and the Stripe subscription is reinstated for the next period. Anything that bounced during the offline window is not retroactively delivered.

What gets hard-deleted at day 30

Everything in your workspace:

• Conversations, messages, internal notes
• Customers and custom fields
• Articles, categories, drafts
• Routing rules, business hours
• Team membership records
• Branding, domains, integration credentials
• Help center pages
• BYOK API keys

What is retained, separate from your workspace:

• Stripe billing records (held by Stripe, not us — download from the Stripe portal).
• Anonymous, aggregated usage metrics already rolled into our analytics. Contains no customer-identifying data.

After hard delete, reactivation is not possible. You can sign up for a fresh workspace at any time, but it starts empty.

What about my domain and DNS?

We do not touch your DNS. After deletion you should remove our DKIM/SPF/MX records yourself. See domain-settings for which records were added.

What about inbound email after deletion?

Mail to addresses pointed at us will bounce with a hard 550. To redirect inbound mail, change your MX before requesting deletion. The cleanest pattern:

1. Switch MX away from us (back to Google Workspace or wherever).
2. Wait 24 hours for DNS propagation.
3. Request deletion.

This avoids any window where a customer email is dropped.

Common questions

Can I delete a single channel and keep the rest? Yes — that is not workspace deletion. Remove the channel under Settings → Channels.

Can I "pause" the workspace instead of deleting? Not currently. Cancel your subscription instead — the workspace stays usable through the paid period. See cancellation.

Will customers be notified? No, we do not email your customers. Plan your customer comms separately.

Can I get a partial refund? Refunds are case-by-case. See refunds.

What to do next

• Run export-data before requesting deletion.
• Read danger-zone for the other irreversible actions.
• See cancellation for the billing side.