UK Introduction
If your account has been placed on hold, it is usually because there is an outstanding invoice or a payment issue on your account. Once the payment has been received and confirmed, we can release the hold and restore access as quickly as possible.
Why accounts are placed on hold
Accounts may be placed on hold when one or more invoices remain unpaid, or when there is an issue processing a payment. This helps us keep account records accurate and ensure all orders are matched to the correct payment.
What to do if you have already made the payment
If you have already paid, please check that all outstanding invoices have been settled. In some cases, payments can take time to process and appear on your account. Please allow some time for the payment to clear before requesting a manual review.
What to do if you have sent remittance advice
If you have sent remittance advice, please wait for confirmation from our support team. Once the payment has been matched to your account, we will update the status and release the hold if everything is in order.
If the issue still has not been resolved
If your account is still on hold after payment has been made and sufficient processing time has passed, please contact our support team. We can review the account manually and help resolve any remaining issues.
Need help?
We know this process can be frustrating, but it is usually straightforward to resolve. Our team is ready to help and will do everything we can to get your account released as soon as possible.
Contact support
If you need further assistance, please contact support with your account details, invoice number(s), and any remittance information you have available.