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Why was my account suspended?
An account may be suspended if outstanding payments have not been settled despite multiple reminders. Depending on the account type, there are different reasons for suspension. Personal Account
Personal Account
As a rule, you will receive multiple email notifications if, for example, your payment method (e.g., credit card) is no longer valid or needs to be updated.
If there is no response or update despite these notifications, your account may be suspended for security and billing reasons.
Business Account
For business accounts, suspension typically occurs when outstanding invoices have not been paid by the due date.
Legal Basis
In accordance with our Terms and Conditions (Section 2.12 – Non-payment), the process takes place in several steps.
- If payment is not received, an initial reminder with a deadline will be sent.
- If payment is not made, a second reminder with a new deadline will follow.
- After the first deadline has passed, access to the account may already be temporarily suspended.
- If payment is still not received, the account may be deactivated and deleted.
As a rule, you will receive multiple email notifications if, for example, your payment method (e.g., credit card) is no longer valid or needs to be updated.
If there is no response or update despite these notifications, your account may be suspended for security and billing reasons.
Business Account
For business accounts, suspension typically occurs when outstanding invoices have not been paid by the due date.
Legal Basis
In accordance with our Terms and Conditions (Section 2.12 – Non-payment), the process takes place in several steps.
- If payment is not received, an initial reminder with a deadline will be sent.
- If payment is not made, a second reminder with a new deadline will follow.
- After the first deadline has passed, access to the account may already be temporarily suspended.
- If payment is still not received, the account may be deactivated and deleted.