Sometimes it can happen that your account is locked, there is always a reason for this and fortunately all your data is still safely stored. In this article, we will explain what the possible reasons could be and how we can solve this together.
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If you notice that your account is locked, there could be a number of different reasons. Let's go through the most common situations and see what you can do to regain access to your account. You will then see the following error messages:
Unpaid Invoice
It could be that there is an unpaid invoice and your account has been locked as a result. You have also received emails with the invoice attached. In that case, the solution is simple: pay the outstanding invoice, send a proof of payment to our support team via the chat in TimeChimp or support@timechimp.com.
If you have already paid the invoice, but your account is still locked, please contact our customer service and send us the proof of payment. We will resolve the issue for you as soon as possible.
In the event that we have not received the payment due to a failed automatic debit and the account is blocked, it is helpful to double-check the following four points briefly. This way we can prevent this together for future invoices.
Your invoice details in TimeChimp are no longer correct
If you have recently changed banks or have a new account number, you must also update this in TimeChimp so that we can collect the subscription costs from the correct account number. After the outstanding invoice has been settled, you can update this information by going to the settings (gear icon) > subscription > enter payment details.
You have insufficient balance
No problem, this can happen once. That's why we will try to debit it again in five working days. So make sure you have sufficient balance in your account then.
Your bank does not support SEPA
SEPA payments are only supported by connected European countries. Therefore, a SEPA authorization may not be possible for you. That is why it is also possible to pay with CreditCard.
You have a restriction on SEPA from your bank
It could be that you have set a maximum amount for SEPA authorizations, which means that we sometimes cannot debit it. No problem, we will try again. It's helpful to check with your bank if the restriction is set correctly 😉.
Technical problem in the background
Oh no, it could also be that there is a technical problem in the background causing your account to be locked or unable to log in. Don't worry, our support team is here to help you solve this!
In this case, you need to contact our support team and let us know which email address you use to log in and which organization you work for. We will investigate the issue and ensure that you have access to your account again soon.
Locked by your administrator
A final reason why you cannot log in is because your account has been locked by the administrator of your environment. In that case, you will see the message below and you need to contact the administrator of the environment where you are trying to log in. They need to unlock your account, unfortunately, our support team cannot help you with this as the administrator has done this for a reason and we cannot and will not make any changes without permission.
So, what should you do if your account is locked? Stay calm, take a few deep breaths, and contact our customer service. We will help you regain access to your account as soon as possible.
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