Your account is on hold or suspended

Instead of the app, you may see a single card after signing in. It means the account is paused, not deleted. The title of the card says why, and what you can do.

Before you start

• Note the title of the card and the words under it.

Steps

1. Read the title of the card.
2. "Your account is being reviewed" – your agency checks every new account before it opens. There is nothing to do: you get an email the moment it is approved, usually within a day. Press Sign out and come back after the email.
3. "Your account is on hold" with "The last payment for (your business) did not go through" – press Update payment. The payment page opens, where you can pay with a working card. Once it is paid, everything is back exactly as you left it.
4. "Your account is on hold" with a reason from your agency – your agency has paused the account and says why. Nothing has been deleted. Contact your agency to have it reopened.
5. "This account is suspended" – the account has been paused by the platform. Nothing has been deleted. Reply to the email you were sent about it, or contact support, to have it reopened.

What happens next

When the hold is lifted, sign in again and the app opens as normal, with your pages, contacts and settings as you left them.

For agencies

You and your staff are never held when you open a client's account from your agency: you can still work inside it to help. New sign-ups waiting for your approval show on the Approvals quick link in the top bar ("Client signups waiting for your approval"). Your approval and hold rules are under SaaS configurator, on the Approvals & holds tab.

For clients of an agency

All three hold screens above can apply to you. The first two come from your agency; use the support email or help link on your sign-in page to reach them.

Troubleshooting

"Couldn't open the payment page. Get in touch with your agency." The payment page could not be opened. Wait a moment and press Update payment again. If it keeps failing, contact your agency.

I paid, but the hold screen is still there. Sign out and sign in again. If the hold is still there after a few minutes, contact your agency or support with the date and amount you paid.

Other people on my team see the same screen. The hold is on the business, not on one login, so everyone on the team sees it. One owner or admin paying, or the agency reopening the account, lifts it for everyone.

I was approved but I still see "being reviewed". Sign out and sign in again to load the change.

Related

• Payments failing
• Can't sign in
• Tell support about a problem so it gets fixed first time