Leaving Trellis

When to use this

Your church has decided to stop using Trellis, or to move to something else. This takes you through it in the order that keeps nothing lost.

Before you start

• You need to be an admin. Only admins can download everything, change billing and close the account.
• Decide whether you're leaving for good or only stopping the paid parts. If you only want to stop paying, you don't need to close: your church can carry on with Groups, free. See Billing and your plan.
• Tell your staff and leaders the date. Once the account is closed, they can't open it.

Steps

Take a copy first

1. Open Church settings.
2. Under Your church's data, press Download everything.
3. Wait up to a minute for the ZIP to download.
4. Open it and check the spreadsheets you'll need are there, like people.csv and gifts.csv.
5. If there's a files-not-included.csv, download those files now. Their links work for seven days.
6. Keep the ZIP somewhere safe and private. It has giving records, notes and prayer requests.

See Export your data for what's in it and what's left out on purpose.

Tell people who give

1. If your church takes recurring gifts, decide where people will give next.
2. Tell your givers before you close, so nobody is surprised.
3. Recurring gifts run through your church's Stripe account. Closing Trellis doesn't stop them. Cancel them in Stripe, or leave them running if your new setup uses the same Stripe account.

Close the account

1. Open Church settings.
2. Under Your church's data, press Close the account.
3. Read What happens.
4. Type your church's name and press Close the account.

This cancels the Trellis subscription that day, closes the giving page and every sign-up page, and locks everyone out except admins. See Close your church's account.

After you close

1. For 90 days, admins can still sign in to download everything again, or to reopen.
2. On the date shown, everything is deleted for good.
3. Your Stripe account and its money stay yours, in Stripe.

If something goes wrong

• The download didn't start, or failed. Wait a minute and try again. If it keeps failing, email support@trellischurch.app before you close.
• You closed by mistake. Any admin can reopen it from the closed page until the deletion date. See Close your church's account.
• You need your records deleted sooner. Write to support@trellischurch.app.
• Gifts are still coming in after you closed. They're recurring gifts in Stripe. Cancel them in your Stripe account.
• Someone can't get in after you closed. That's expected. Only admins can open a closed account.

Who to ask

• Another admin at your church can download, close or reopen if you can't.
• Your church's treasurer or finance person, for the giving records and Stripe.
• Trellis support: support@trellischurch.app.

Still stuck? Ask Silas