Locked out due to billing error

Help & Support
21

Ya same issue, was fine yesterday now when i logged in, also greeted with the account frozen

Ticket37233.

One of the many reasons we moved everything away except for our MDM(not yet).

Attached a screenshot to AR with billing being paid.

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22

Facing same issue please help

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23

你好,我們也有同樣的問題,票號#37148

24

Still with the issue, and all our customers are affected …

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25

hi @jrojas23

Apologies for the inconvenience

Could you have checked whether there is any outstanding bill pending to be paid for your portal which might help you with unlocking your portal. Your issue ticket is already with Accounts Receivable department and they are looking into it .

26

We stll have the issue too. All billing has been checked and has been paid, no answer from AR though and the account is still locked so we can’t understand why is this happening.

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27

hi @sacavisa

Apologies for the inconvenience. Your issue ticket is already with Accounts Receivable department and they are looking into it .

28

same here, i didn’t understand why take so long time in resolve a know issue.

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29

really? why take so long in resolve this issue?

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30

I’m not sure they are looking at the case, it has been more than 24 hours and the case still looks open. Is there a way we could speed this up @nivedithab ? I know it’s not your fault, but anything that you can do to speed this up will be highly appreciated it. Thank you.

1 Like
31

I don’t know what this department can solve. The customer paid for the authorization, not here to wait for repairs. The customer continues to ask, but you have no public explanation.

32

@allen @sacavisa

Most case scenario the portal gets locked / frozen due to pending invoice payments after a time period which has been informed to all the customers , request you to kindly check all the invoices from your side if it paid up to date , if you have made payments for all the invoices , please do share those payment transactions to the Accounts Receivable team ar@xcitium.com to unlock your account if its been locked by mistake.

I have as well escalated the tickets to the AR team to handle it with priority to get the portal up and running again.

33

HI @nivedithab

Some of my blocked customers have been using it for 8-9 months, and there are also customers who just came online this year. Now you are telling me that I have not paid?

Then your way of dealing with it is to directly block the domain without any notification? And now you still want me to prove the fact that I have paid?

34

the domain might have some unpaid bills which is the reason for the portal frozen. Request you to kindly validate the bills and also please allow our AR team as well to assist you on your issue as they are handling this issue from their side.

35

X2, we have valide license until next month, because is our annual renovation -.-

36

AR team, doesnt respond since yesterday … 10 AM

37

Maybe @melih can help.

38

Same problem here, already 24 hours locked, no pending amounts, called support and they verified with me.

Support said there is no way to contact AR team directly, the only way is to wait until they respond the ticket.

I even sent screenshots that show that everything is paid.

My ticket number with AR is 37093

Please help.

39

My ticket with AR is 37637 and not response.

40

@nivedithab could you help us with this? Please get the AR phone number for us. What is the problem with the AR team?

I have 2 tickets open for more than 24 hours with no response from them.

37091 and 37093

Henry