Why is my account suspended?

The most common reason an account is suspended is non-payment of an invoice. Here’s how the billing process works:

1. On your invoice due date, our system charges the card on file.
2. If the card is declined (e.g., insufficient funds, expired card), you’ll receive an email with the decline reason.
3. The system automatically retries:
   • Day 1: First attempt (invoice due date)
   • Day 2: Second attempt
   • Day 4: Third attempt
   • Day 6: Fourth and final attempt
4. If payment is still unsuccessful, your account may be suspended or deactivated on Day 7.

Step 1: Add or update your payment method

1. From the left navigation, go to Account > Billing Settings.
2. Click the + button to add a new payment method.
3. Enter your card details and click Save.
4. Or, select an existing card and update it with new details.

Step 2: Pay overdue invoices

1. In the left menu, go to Invoices.
2. At the top, select Posted.
3. If you see any overdue invoices, click Make a Payment to settle the balance.

Step 3: Reactivate your account

Once payment is complete, your account will be reactivated. We recommend double-checking that:

• Your import schedule is enabled.
• Your feeds are actively submitting to the channel.

Contact our support team for further assistance with this issue. Be sure to provide any affected sku's or screenshots of where you are encountering an issue.

Open a support ticket

Related Help articles: 

📌 Payment Methods

📌 Submit feeds to Google Merchant Center via Feed Pull URL

📌 Submitting a feed to Microsoft Advertising (Bing Shopping)

📌 Schedule catalog import and feed submissions