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Billing Locked or Blocked Account Information

Updated

Overview 

This article explains what it means when your account is locked or blocked, and the steps you can take to resolve the issue.  

In This Article 

 What Does It Mean to Have a Locked or Blocked Account? 

If your account is locked or blocked due to billing issues: 

  • Any iGUIDEs currently in processing will be paused. 
  • You will not be able to create new iGUIDEs until the issue is resolved.  

Why is My Account Locked/Blocked? 

Accounts set up for pre-authorized payments may be locked or blocked for the following reasons: 

  • Missing Credit Card Information: Your credit card was removed and no other card is on file. 
  • Expired Credit Card: The card on file has expired and hasn’t been updated. 
  • New Account Setup: You’re a new customer and haven’t added a credit card yet. 
  • Unpaid Invoices: Invoices are sent at the beginning of each month for the previous month’s activity. If invoices remain unpaid after a set period, your account will be locked or blocked.  

How to Remove the Lock or Block 

To restore access to your account: 

  1. Add a Valid Credit Card 
  2. Pay Outstanding Invoices 
    • Visit your iGUIDE Dashboard and navigate to the Invoices section on the left-hand menu to review and pay any outstanding balances. 
  3. Contact Product Support 
    • If your account remains locked after completing the above steps, please submit a support ticket or call our Product Support team for assistance - 1-855-505-1723.  

Troubleshooting

If you're using automatic billing, make sure a default credit card is selected in your account. Even if you have other cards saved, payments may fail if no default is set—potentially leading to account lock or block.
To fix this, follow the instructions here on how to add a new payment method and confirm a default card is selected.

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