---
title: I got an email saying my account might be suspended; what should I do?
description: Account suspension happens as a last resort effort to collect your outstanding balance.
---

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# I got an email saying my account might be suspended; what should I do?

Account suspension happens as a last resort effort to collect your outstanding balance. To avoid having your account deactivated, head to the [billing overview](https://dashboard.mothership.com/billing) 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 an Account Suspension 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.

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#### **❓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:**

1. **Contact your credit card issuer** and ask them to **remove or cancel the dispute**.
2. 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: 
     1. The original charge
     2. The disputed amount
3. **Pay the invoice** using the link provided by Stripe.
4. 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:**

1. 1\. 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.
2. **Pay the invoice** in full using the Stripe payment link.
   
    
3. To restore your ACH payment method for future use, you must also:
   
     1. 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 [accounting@mothership.com](mailto:accounting@mothership.com).

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.

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