Account suspension happens as a last resort effort to collect your outstanding balance. To avoid having your account deactivated, head to the billing overview to make a payment. In the future, try to keep your account current. If you’ve already been deactivated, contact your account representative about the reactivation process.
How to resolve and Account Suspensions Due to Disputed Charges
If your account has been suspended due to a disputed payment, here's what you need to know to resolve the issue and get back up and running.
❓Why is my account suspended?
Your account is suspended because a charge was disputed with your financial institution, either via credit card or ACH (bank transfer). When this happens, our payment processor (Stripe) automatically flags the transaction, and we must pause your account until the matter is resolved.
💳 What if I disputed a credit card charge?
If the dispute was made on a credit card payment:
To resolve:
Contact your credit card issuer and ask them to remove or cancel the dispute.
Once the dispute is removed often the charge will be retried automatically. If that is not the case we will send you an updated invoice via Stripe. This invoice will include:
The original charge
The disputed amount
Pay the invoice using the link provided by Stripe.
Once payment is received please notify us, and we will immediately lift the suspension on your account.
Note: We may also follow up to better understand what led to the dispute. If you believe the charge was incorrect, please let our team know—we’re happy to investigate.
🏦 What if I disputed an ACH (bank transfer) charge?
If the dispute was made on an ACH payment:
To resolve:
We will send you an updated invoice via Stripe. If you haven’t received it, please let us know—we’ll resend it, this will be received in up to 2 business days after your suspension.
Pay the invoice in full using the Stripe payment link.
To restore your ACH payment method for future use, you must also:
Provide a copy of a voided check (Photo) for bank account verification
Once payment is confirmed and the voided check is received, we will reactivate your account and restore your bank as a payment method.
🤔 What if I believe my dispute is valid?
If you feel the dispute was justified, please reach out to [email protected].
We’ll:
Review the charge in question
Gather more context from you
Work with you directly to resolve the issue
Keep in mind: most suspensions are resolved by paying the outstanding invoice, even if additional investigation is required.