Account and billing

My service is suspended but I’ve paid

When an invoice goes unpaid, the service is suspended until it’s paid. Paying it unsuspends the service automatically, but it can take a few minutes for the payment to be applied.

Short answer: Wait a few minutes after paying, then sign out of the app and back in. If it’s still suspended after that, open a billing ticket and we’ll check it straight away.
What to do

Getting connected again

  1. Check the invoice shows as paid in the client area.
  2. Give it a few minutes for the payment to be applied and the service unsuspended.
  3. Sign out of the app and sign back in, so it picks up the active plan.
  4. Still suspended? Open a billing ticket.
Questions

Frequently asked

Why was my service suspended?

An invoice wasn’t paid by its due date, usually because a card expired or a payment was declined. Update your payment method to keep renewals automatic.

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