Resolving the Account Suspended Login Error

If you receive an "Account Suspended" error when attempting to log into your web dashboard, it means your access has been temporarily restricted.

While this error can be concerning, it's important to understand that this is a protective measure and does not necessarily mean your service or billing has been halted.

Here are the key reasons why this error might occur:

1. Account Cancellation: Your account may have been cancelled, either by your organisation or due to a request. If you believe this to be in error or need further assistance, you should contact your account owner or administrator.
   
   

2. Login Locked Due to Failed Attempts: Your login has been locked after 10 consecutive failed login attempts. This is a security measure designed to protect your account from unauthorised access. If someone repeatedly tries to log in with incorrect credentials, the lock helps prevent potential security breaches.
   
   

3. Login Locked Due to Inactivity: If your login has been inactive for over 500 days, it will be locked as a precaution. This helps protect your account from unauthorised access if the login credentials have been forgotten or exposed over time.
   
   

Why Do We Lock Logins?

Locking logins in these scenarios is essential for maintaining the security and integrity of your account. Here’s why:

• Protection Against Unauthorised Access: By locking accounts after multiple failed login attempts, we reduce the risk of unauthorised access. This safeguard is especially crucial in preventing brute force attacks, where someone tries many combinations to gain entry.
  
  

• Ensuring Account Security Over Time: Inactive accounts are more susceptible to being compromised, as users may forget their credentials or overlook potential vulnerabilities. By locking these accounts, we protect your data and maintain overall system security.
  
  

• Account Ownership Control: Locking accounts when they've been canceled ensures that no one can access services that are no longer authorised. It also helps clarify ownership and responsibility for the account.
  
  

What Happens Next?

Even if your dashboard access is locked, your underlying services may remain active and billing will continue as scheduled.

To regain access, reach out to your account administrator or contact our support team for assistance. They can help you unlock your account and restore access to the dashboard.