If you are a customer of a Tencent Cloud partner, the handling rules for product resources under account arrears shall be governed by the agreement between you and the partner.
This overdue and suspension policy applies to Tencent Cloud Real-Time Communication (TRTC) products (including Call, Conference, Live, and RTC-engine).
For customers with long-term service suspension, the system will reclaim allocated resources, and these resources cannot be recovered.
Arrears Explanation
For daily postpaid billing, daily consumption bills will be generated between 8-12 AM the following day after usage. For monthly postpaid billing, bills will be pushed to your account on the 1st-3rd of the following month, and the actual billing time shall prevail. You can view detailed bills and deduction information in the Billing Center > Bill Details. After an account falls into arrears, Real-Time Audio and Video services will not immediately terminate ongoing video services; they will continue to operate and be billed normally.
Account Arrears and Service Suspension
If your usage package is depleted and postpaid billing is enabled, when your Tencent Cloud account balance is insufficient, resulting in arrears, you will receive an account arrears reminder. You will have 24 hours to recharge after falling into arrears. If the account is replenished within 24 hours, Real-Time Audio and Video services will not be suspended. If the account is not replenished within 24 hours, even if prepaid packages still have remaining quotas, Real-Time Audio and Video services will be suspended.
Tencent Cloud supports subscription to account arrears and service suspension warning messages. You can refer to the Balance Notifications to set up subscriptions to avoid service suspension due to arrears, which may render all cloud services under your Tencent Cloud account unavailable. Note：
After account payment delinquency, real-time audio and video services will not immediately terminate ongoing sessions. Only new users will be prevented from entering rooms, while users who entered before the suspension will continue to be billed normally. You can forcibly close active rooms using the room dismissal API. Service Suspension Impact
After service suspension (including the day of suspension), the Real-Time Audio and Video console and API will become unavailable. You will lose access to all Tencent Cloud Real-Time Audio and Video product capabilities (including Call, Conference, Live, and RTC-engine) for the application.
Service Suspension in Other Scenarios
Your Tencent Cloud account receives a free time package monthly. Once the free trial package is depleted, if you have not purchased Tencent RTC products (including Call, Conference, Live, and RTC-engine), Real-Time Audio and Video services will be suspended. You will need to purchase a monthly package to reactivate the service. Manual Service Suspension: If you manually disable the application on the application details page, the application will immediately enter a suspended state. Click Enable Application to restore the service.
Suspension Due to Policy Violations: Tencent Cloud accounts suspended due to content violations or non-compliance with Tencent Real-Time Audio and Video agreements will not be eligible for service restoration.
Resource Reclamation
For accounts suspended for reasons other than arrears, Tencent Real-Time Communication will not automatically reclaim resources under the account.
For accounts with overdue arrears, content violations, or other non-compliance with Tencent Cloud service agreements, Tencent Real-Time Communication reserves the right to automatically reclaim resources if the suspension exceeds 60 days. The service will periodically clear all related data and records (including configurations, service logs, terminal authorizations, and usage packages) under the account. Once cleared, data recovery is not supported.
If you no longer use Real-Time Audio and Video services and need to deactivate the service and clear account data, you can contact us or submit a support ticket to request service suspension.