---
title: Account suspended for an overdue payment
description: Why an account is suspended after an overdue payment, what stops while it is, and how to get back in.
search:
  keywords: [suspended, account suspended, locked out, overdue, unpaid, restore access, reinstate, can't sign in, microsite offline]
related:
  - /plans-billing-and-trial/payment-failed
  - /plans-billing-and-trial/payment-method-and-invoices
  - /contact
---

An account is suspended when a payment has been overdue for 7 days. Paying the overdue amount lifts it, and access comes back within a minute.

## While your account is suspended

- When you sign in, you see only the payment screen, **Your account is suspended**.
- Your property microsites, lead forms and visitor tracking go offline, and new leads and enquiries aren't taken.
- Mailbox sync, reminders and alerts stop.
- Nothing is deleted. Your contacts, conversations and listings are kept.

Relivo emails you when it happens, with the amount due.

## Get back in

1. **Sign in**

    Sign in to Relivo on the web at my.relivoapp.com, or click the button in the email. The payment screen opens.

2. **Pay**

    Click **Update card and pay** and enter a card. If your bank only wants you to confirm the payment, click **Confirm payment** instead, and confirm it in the tab that opens.

3. **Wait for the charge**

    Relivo charges the card straight away. When the payment is through, you're taken to **Today**, and your microsites and forms are back online.

Stripe may also retry the card on its own. If a retry goes through, the suspension lifts the same way.

If the subscription has ended in the meantime, the screen shows the plans instead. Choose one to restore access.

## Suspended for another reason

If signing in says the account is suspended and asks you to write to support@relivoapp.com, the suspension isn't about a payment, and paying won't lift it. Write to support@relivoapp.com and we'll help you restore access.