> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.servinix.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Account locked or suspended

> Internal support procedure for reviewing a locked or suspended Servinix account, including tenant status, billing checks, and unlock steps for customers.

# Account locked or suspended

**Support use only.** This article is the internal procedure for diagnosing and resolving a customer-reported account lock or suspension. Do not share this article with customers.

## Why this happens

Account lockouts and suspensions have three common causes:

1. **Repeated failed login attempts.** The authentication system temporarily locks an account after multiple consecutive failed password attempts. This is a time-limited lockout that typically clears automatically after 15–30 minutes.
2. **Failed subscription payment.** If a billing charge fails and is not resolved within the grace period, Servinix suspends portal access for the tenant. The mobile app (Servinix Go) may also stop accepting new sessions once the grace period expires.
3. **Manual suspension by Servinix.** Accounts flagged for Terms of Service violations or at the request of the account Owner can be manually suspended by the Servinix team.

## Try this first

1. **Identify the lock type.** Ask the customer: does the login form show an error message, or does the portal load and then show a suspension notice?
   * Login form error → likely a lockout from failed attempts or a wrong-email issue. Direct the customer to [Can't sign in](/account-billing/account-troubleshooting/cant-sign-in) and advise waiting 30 minutes before retrying.
   * Portal suspension notice → billing or manual suspension.

2. **Check billing status.** Log into the Stripe Dashboard and locate the customer's tenant using their email or organization name.
   * Check for any failed charges in the last 30 days.
   * If a charge failed, advise the customer to update their payment method: [Update your payment method](/account-billing/subscription-and-billing/update-payment-method). Once a successful payment is processed, portal access should restore within a few minutes.

3. **Check tenant status in the admin panel.** Locate the tenant record and confirm the account status field. If it shows "Suspended" or "Inactive," note the suspension date and reason.

## If that didn't work

| Situation                                                   | Action                                                                                                                                                   |
| ----------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Billing is current but account is suspended                 | Escalate to a Support Lead to review the manual suspension record and determine the reason.                                                              |
| Failed payment but customer cannot update the card          | Assist the customer with adding a new payment method via Stripe's customer portal link, or process the update from the Stripe Dashboard.                 |
| Account is locked and the lock has not cleared after 1 hour | Escalate to Engineering with the customer's tenant ID and the timestamp of the first failed login. Do not manually unlock without Engineering approval.  |
| Customer reports they did not trigger the lock              | Check the authentication logs for the tenant ID to identify whether failed attempts came from an unexpected IP. Flag to the Security team if suspicious. |

## Result / verify

* Confirm the customer can sign in successfully after the resolution step.
* Log the resolution in the support ticket: lock type, cause, action taken, and outcome.
* If a payment was involved, confirm the Stripe charge shows as "Succeeded" before closing the ticket.

## Related

* [Can't sign in](/account-billing/account-troubleshooting/cant-sign-in)
* [Billing dispute and refund process](/account-billing/subscription-and-billing/billing-dispute-and-refund)
* [Update your payment method](/account-billing/subscription-and-billing/update-payment-method)