If your account is paused

A paused organization keeps every bit of its data and keeps showing it to you. Reports, ledgers, commissions, payouts, statements: anything you could open before, you can still open, and you can still export. What a pause takes away is your ability to change things.

An organization is paused when its trial runs out without a plan being chosen, or when its subscription ends and nothing replaces it. Only the owner can restore service.

What still works

• Every page you had before, with the same data on it: MIDs, account reps, commissions, ledgers, payouts, reports, transactions.
• Every export and download, including payout statements.
• Signing in, moving between organizations, and changing your own profile and password.

Account representatives can carry on as normal. Their side of the product only ever reads, so nothing they do gets refused. They do see the pause notice, though, which the section below covers.

What stops

Any change to your organization’s data is turned away with this message:

Your trial has ended — pick a plan to make changes

That covers adding, editing and deleting merchants, MIDs and account reps; MID assignments and commission rates; uploading and deleting reports; ledger credits and deductions; issuing payouts; and your organization’s own settings. The message mentions a trial regardless of how the pause came about, so it can read oddly if you were a paying customer.

Note

One failed payment does not pause you. When a payment fails you’ll see a different message asking you to update your payment method, and your organization keeps working normally while you sort it out.

Restoring service

The owner sees a bar across the top of every page:

Your service is paused. Restore service

Restore service leads to a short recovery page: choose a plan, then confirm payment. When there’s already a card on file, that card is used and you don’t re-enter anything; otherwise you’re asked for one. Service comes back the moment the payment goes through, and everything you were blocked from doing works again straight away.

Billing itself is only visible to the owner. Other members and account reps have no billing pages at all, whether or not the organization is paused.

If you’re not the owner

The pause bar is shown to everyone signed in to the organization, account reps included. It’s the same message and the same Restore service link, but only the owner can finish that. If you see it, pass it on to whoever owns the organization; there’s nothing on your side to fix. You can close the bar to get it out of your way, and it returns the next time you load the app.

Closing your organization

Being paused doesn’t trap you. The owner can still delete the organization from the organization picker, the screen listing the organizations you belong to.

Danger

Deleting an organization is permanent. Its merchants, MIDs, reps, reports, transactions and payout history go with it, and nothing can be recovered afterwards.

Next steps

Your reps’ balances are still readable while you’re paused, so Ledgers shows what you owe each of them. Once service is back, Payouts covers paying it down. Unfamiliar words are defined in the glossary.