Moving an Account to the Credit hold

In this article:

Conditions for moving an Account to the credit hold

An Account in the Active status automatically gets the Credit hold status in the following cases:

  • The Account balance became less than the Financial blocking threshold.
  • The Account was unblocked after the administrative hold (see Administrative hold of the account), and the Account balance is less than the Financial blocking threshold.
  • A Manager set the Financial blocking threshold greater than the Account balance.

The Reseller may allow customers to have a negative balance for some period. In this case, an Account will be moved to the credit hold after the end of the allowed period — if the Account balance remains within the Financial blocking threshold during the whole period.

Some customers may have the infinite allowed period. In this case, an Account with a negative balance within the Financial blocking threshold will never be moved to the credit hold.

Consequences of moving an Account to the credit hold

If an Account is moved to the credit hold, the following limitations are applied:

  1. Users of an Account in the Credit hold status can access the Customer Control Panel. If a User is attached to several Accounts, one of which is in the credit hold, the Credit hold status for this Account is displayed on the Accounts page (see Viewing the List of Accounts).

  2. A message about topping up the Account balance is displayed on every page of the Customer Control Panel (see Returning an Account from the Credit hold).

    The amount of a Payment to move an Account from the credit hold is calculated as follows:

    • If the Account balance was negative longer than the allowed period, it is necessary to pay off the whole debt and bring the Account balance to 0.
    • If the Account balance is negative during the allowed period, it is enough to bring the Account balance to the Financial blocking threshold.
  3. The credit hold affects only the statuses of prepaid Subscriptions with the pay-as-you-go model as follows:
    1. Subscriptions in Active and Graced status get the Stopped or Waiting for manual approve status, depending on the service terms.
    2. Subscriptions in the Activating, Renewing, Updating, Stopping, and Deleting statuses get the corresponding "stable" status and then:
      • If the "stable" status is Active or Graced, Subscriptions get the Stopped or Waiting for manual approve status.
      • If the "stable" status differs from Active and Graced, these Subscriptions do not change their status.
    3. After a Manager processes Manual operations for Subscriptions that just got the Waiting for manual approve status, they get the Stopped or Active and Graced status.
    4. Subscriptions in other statuses do not change their status.
  4. Manual activating stopped prepaid Subscriptions with the pay-as-you-go model is not available. When trying to activate such a Subscription, a message is displayed that it is necessary to top up the Account balance with a link to create a Payment for an amount required to move the Account from the credit hold.
  5. Ordering trial Subscriptions is not available.

Other Subscriptions of an Account, including all postpaid Subscriptions, do not change their status. Managing these Subscriptions and ordering new commercial Subscriptions are not limited and do not require paying off the debt of the Account balance.