Aura Instance Access Issues: Understanding Pausing, Resuming, and Auto Delete Policy

Upon logging into the Aura console, you may face a situation where you can no longer find the instance you previously created.

There are a few valid and possible causes for what happened to your instance:

Aura Free Tier instances:

As a part of our offering for AuraDB Free, we allow customers to create and utilize an AuraDB Instance at no cost.
However, for any AuraDB Instance that remains inactive without any updates, changes, or write queries for a continuous period of 72 hours, we have an automated process in place to pause such instances.

If you don't resume your paused AuraDB Free instance within 30 days, it will be automatically destroyed, resulting in the permanent loss of all associated data.

AuraDB Free is not suited to run a business critical application and we treat those instances as such.

This is also detailed in our official documentation available here: Aura Subscription Plans 

Aura Enterprise and Professional Tier instances:

Unlike Aura Free, we do not automatically pause or destroy Aura Enterprise and Professional Instances. Instead, we provide our customers with the flexibility to pause their instances on demand.
If an Aura Enterprise or Pro Tier instance remains paused for more than 30 days,  it will be automatically resumed after this period, according to our policy.
This is to ensure that Aura instances don't miss critical updates.

Additional note for Aura Professional Tier instances:

If you have purchased Neo4j Aura through GCP marketplace and want to make changes in billing, please keep in mind that performing the billing change incorrectly will lead to the termination of your Aura Instance. If you want to make changes to billing in GCP, please review our detailed guide on How to Perform the GCP Billing Changes? 
If you are unable to access your instance(s) due to incorrect GCP billing changes, please reach out to us promptly through a support ticket to regain access to your instance(s).

Also, non-payment of your invoices can result in the termination of your account (we send multiple reminders). It is essential to settle any outstanding payments promptly to comply with the Aura Terms of Service you agreed upon when subscribing to our services. These terms are explicitly outlined by us and accepted by you during the service registration process.

For any questions or need of further clarification regarding billing procedures or account termination, please don't hesitate to contact our support team.