Account suspended: how to restore access

If your company's account is suspended, everyone who signs in lands on an "Account Suspended" screen instead of the dashboard — the platform is blocked for the whole team until it's resolved. Suspension is almost always a billing matter (an unpaid subscription) or a platform policy action. The fix is to contact support from that screen; once resolved, access is restored with all your data intact.

What the suspended screen shows

The screen explains that your company account has been suspended and that you and your team cannot access the platform until it's resolved, and offers two buttons:

• Contact Support — opens an email to our support team (support@dispatchbros.us). Include your company name so we can find your account fast.
• Sign Out — returns you to the login page.

Step 1 — Find out why

The most common causes:

1. Unpaid subscription — a renewal charge kept failing and the account moved past due long enough to be suspended.
2. Cancelled subscription that lapsed — the plan ended and was never resubscribed.
3. Platform policy action — rare; support will explain.

If you believe the suspension is an error, say so in your support email — the screen itself invites you to contact support in that case.

Step 2 — Fix the billing issue

If you can still reach the Billing page (before a full suspension, while merely past due):

1. Look for the "Payment failed." banner — "Update your payment method to avoid service interruption."
2. Click Update Payment Method and fix the card in the Stripe billing portal.
3. If the subscription already cancelled, the Platform tab shows "Platform subscription cancelled." with a Resubscribe button — pick a plan to restore it.

If you're fully locked out, support will confirm the balance and lift the suspension once payment is settled.

Step 3 — Confirm access is back

After support confirms, sign in again. Your jobs, customers, messages, and history are exactly where you left them — suspension blocks access, it does not delete data.

Troubleshooting

• One user is blocked but others aren't — that's not an account suspension. A deactivated user or a permissions change affects one person; suspension affects everyone.
• You paid but still see the suspended screen — payment and reactivation can take a moment to sync; sign out and back in. If it persists, reply on your support thread.
• You want to prevent this permanently — keep a valid card on file via Manage Billing, and watch the Billing page's past-due banner; it appears well before suspension.