Overview
A locked or blocked iGUIDE account is the result of an unresolved billing issue, such as a missing credit card, an expired card or unpaid invoices. While locked, any iGUIDEs currently in processing are paused and you cannot create new iGUIDEs until the issue is resolved.
This article explains what a locked or blocked account means, the common reasons it happens and the steps to restore access.
In This Article
- What a Locked or Blocked Account Means
- Why an Account Gets Locked or Blocked
- How to Remove the Lock or Block
- Troubleshooting
- Related Articles
What a Locked or Blocked Account Means
If your account is locked or blocked due to billing issues, the following restrictions apply:
- Any iGUIDEs currently in processing will be paused
- You will not be able to create new iGUIDEs until the issue is resolved
Why an Account Gets Locked or 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, and accounts are locked or blocked if invoices remain unpaid after a set period
How to Remove the Lock or Block
Follow these steps to restore access to your account:
- Add a valid credit card — if you're set up for automatic payments, ensure your account has a valid credit card on file (see Credit Card Payments and Management)
- 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
- Contact Product Support — if your account remains locked after completing the above steps, submit a support ticket or call the Product Support team
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, which can lead to your account being locked or blocked.
To fix this, follow the steps for adding a new payment method and confirm a default card is selected