If you’re seeing a message that your account is currently disabled or suspended, this guide outlines the possible reasons and the steps you can take to resolve the issue. There are two distinct account states:
1. Temporarily Disabled
This is usually a temporary status and can often be resolved by addressing one of the common underlying issues.
Common causes:
Trial Expired: Accounts on a trial plan are automatically disabled when the trial period ends unless they manually top up their account; this is to avoid any charges.
Negative Balance: If an account accrues charges without successful payment for several days, it may be disabled until the outstanding balance is cleared.
Resolution steps:
Log in to your account. You’ll be guided through the steps to recharge or resolve your balance.
If you require assistance, contact our support team for guidance.
2. Suspended
A suspension is a more serious status that may result from automated risk detection or manual intervention due to a violation of our Terms of Service or Acceptable Use Policy.
Common causes:
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Signup Risk Detected: Our systems may suspend accounts based on risk signals such as
Use of VPNs, proxies, or anonymized IP addresses during signup
Mismatches between IP address and billing information
Registrations originating from high-risk regions were flagged by our payment processor.
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Policy Violations: Should the account violate our Terms of Service or Acceptable Use Policy, manual suspensions may take place. Examples include:
Attempted fraud or abuse of platform resources
Hosting prohibited content or engaging in restricted activities
Resolution steps:
Contact our support team to request further details about the suspension.
Be prepared to provide identification, account verification, or additional context to assist in the review process.
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In some cases, accounts suspended for policy violations may not be reinstated, depending on the nature and severity of the issue.
Important: Accounts created using anonymizing services (e.g., VPNs or proxies) may be permanently restricted. If your account was suspended under such conditions, you may need to create a new account using a different email address and a direct, non-anonymized network connection.
Support
If you are unsure which state your account is in or need help understanding the next steps, please contact our support team. We are available to assist you in reviewing your account status and determining the appropriate resolution path.