If your account is suspended

An account can be suspended by the OmniBrand team (for example for a policy breach, or at your own request) or automatically when a paid plan is not paid. While it is suspended you can still sign in, but publishing, messaging, editing and AI are paused. Nothing is deleted: your content, connected channels and data stay as they are.

What you see

Every screen of the app (except Plan & usage and Billing) shows the suspended screen instead of the page: - The title Your account has been suspended, or Your account has been suspended: payment overdue when the reason is an unpaid plan. - Reason: one of Payment overdue, Policy or abuse, Requested by the account owner or Other. - Suspended on [date], and for an unpaid plan Payment overdue since [date] (the end of the last paid period). - Message from the OmniBrand team: ... with the reason the team wrote, when there is one. - The buttons Check again and Log out, and the link How suspension works (this article). - The ? (Help) button at the top of the page opens this article too, whichever page you were on.

Step by step: payment overdue

1. On the suspended screen, under "Pay the outstanding amount and the account is reactivated automatically, straight away.", click Pay now. It opens Plan & usage.
2. Click Upgrade to [plan] on the plan you want and pay on the card page (see When a payment fails).
3. As soon as the payment goes through, the account is active again. No request and no reply from the team is needed.

Step by step: request reactivation

1. On the suspended screen, find the box Request reactivation.
2. Optionally type in Message (optional) what has changed, for example "We have removed the content that was reported." (up to 1,000 characters).
3. Click Send request. The box then shows "Request sent on [date]. We will reply by email."
4. The OmniBrand team reactivates the account or declines the request, with a note, and emails the person who asked. Once it is reactivated, click Check again: the screen shows Your account is active again and opens the app by itself. If it says "It can take up to a minute to open everywhere.", wait a moment and click Open the app.
5. If the request is declined, the screen shows "Your request of [date] was declined." with the team's message. You can send a new request 24 hours after the decision.

Good to know

• Only one request can be waiting at a time, and at most 3 requests can be sent in 7 days. When you cannot send one yet, the screen says when you can ("You can send a new request after [date].").
• Paying lifts only a suspension for an unpaid plan. A suspension for any other reason is lifted only by the OmniBrand team, even if you pay.
• Only a payment for a paid plan lifts a payment suspension. Switching to the Free plan does not.
• Pay now appears only when there is a paid plan to pay. If it is missing, use Request reactivation.
• An unpaid plan is suspended automatically: with a saved card, after the last failed renewal attempt; without one, 5 days after the paid period ended. A Free plan is never suspended for payment.
• This account was not approved is a different screen: OmniBrand did not approve the account, so it cannot be used and there is no reactivation request. Reply to the email we sent you, or see Contacting support.

Related

• When a payment fails
• Plans
• First payment for a paid plan