Blocked account

Conditions for transition to blocking

Manually by a manager

Automatically when any of the following conditions is met:

• The negative account balance becomes lower than the threshold allowed by the reseller. The threshold can be less than or equal to 0.

• The account balance remained negative within the threshold for longer than the period allowed by the reseller.

Limits of using the Customer Control Panel

All operations are not available. You can only switch between accounts (see Accounts).

You cannot order new trial subscriptions.

You cannot activate subscriptions stopped due to the credit hold (see below). When you try to manually activate a subscription, a message is displayed that it is necessary to top up the account balance with enough funds to unlock the account.

Impact on account subscriptions

All active subscriptions are stopped regardless of the payment model. When an account exits the admin hold, they restore their previous statuses.

Only prepaid pay-as-you-go subscriptions are stopped:

1. Subscriptions in the Active and Graced statuses get the Stopped or Waiting for manual approve status, depending on their service terms.

2. Subscriptions in "intermediate" statuses (Activating, Renewing, Updating, Stopping, and Deleting) move to the corresponding "stable" status and then:If the "stable" status is Active and Graced, subscriptions get the Stopped or Waiting for manual approve status.If the "stable" status differs from Active and Graced, these subscriptions do not further change their status.

3. When your manager processes manual operations, subscriptions that got the Waiting for manual approve status move to the Stopped status or return to the Active and Graced statuses.

4.  When an account exits the credit hold, subscriptions return to the Active and Graced statuses.

Other subscriptions, including all postpaid subscriptions, do not change their status. You can manage these subscriptions and order new commercial subscriptions without paying your current debt.

Conditions for transition from blocking

Contact your manager

• Top up your balance as follows (see Top up balance) — the minimum required amount will be prefilled on the Top Up Balance page:If the negative account balance is lower than the threshold allowed by the reseller for no longer than the allowed period — the amount enough to match the threshold. As a result, your balance may stay negative or become equal to 0.If the account balance remained negative within the threshold for longer than the period allowed by the reseller — the amount enough to cover all your debt. As a result, your balance becomes equal to 0.

• Contact your manager to change the threshold — if your negative account balance remains lower than the threshold for no longer than the allowed period. The allowed period cannot be changed.