Whether a customer’s package ran out or a renewal failed, the ending is the same. Here is exactly what the plugin does, so you can answer the question when a customer asks.
What happens to their properties
The plugin hands over to Houzez, which sets the customer’s properties to expired.
They disappear from your public website. Nobody browsing your site will see them.
They are not deleted. They still exist.
The customer can still see them, in their own dashboard, exactly where they left them.
This last part is the important one, and it is worth telling your customers, because it changes how an expiry feels.
Why this is the right way round
An agent whose package lapses has not done anything wrong. They may be between budgets, or they may have simply forgotten.
If their listings were deleted, coming back would mean rebuilding everything from scratch. Twenty properties, all the photographs, all the descriptions. Most people, faced with that, would not bother.
Because the properties are only hidden, coming back means paying again and watching everything reappear. That is a much easier decision, and it is the difference between a lapsed customer and a lost one.
What happens to their account
Nothing. Their account, their dashboard, and their history all stay exactly as they were.
They are not locked out. They simply have nothing active.
Getting them back
They buy a package. Their listings come back.
That is why the expiry warning email matters so much: it reaches them before any of this happens, at the moment they can still avoid it entirely.
What you should tell an unhappy customer
Sometimes someone contacts you in a panic, convinced their listings have been deleted.
Tell them the truth, and it will calm them down immediately: nothing has been deleted, everything is still there, it is only hidden from the public, and buying a package brings it all straight back.