Overview
Accounts may be suspended due to dormancy, which occurs when no transactions are processed for 30 days.
If inactivity is detected, a notification email will be sent on the 20 day mark to advise that your account is at risk of suspension. If no response is received within 10 days, the account will be suspended and an official suspension notice will be issued.
What Happens During Suspension
You can still process transactions as normal but:
Settlements will be placed on hold
The account will remain suspended until further review or reactivation
If you expect a temporary pause in processing, we recommend notifying us in advance to help prevent suspension.
Avoiding Suspension
To help prevent suspension, it is important to keep your account up to date and ensure our team is informed of any operational changes. This includes:
Planned downtime or temporary pauses in processing
Changes in transaction activity or expected volumes
Any other relevant business updates that may affect processing
Proactively notifying us allows us to note your account accordingly and avoid unnecessary suspension.
Reinstatement Process
To reinstate a suspended account, you will need to reach out to us at [email protected] where we will begin the process. During this process we may request some clarification on a few details. The key details we typically require are:
Your expected transaction volumes
A planned date to resume processing
Once this information has been reviewed and approved, the team will confirm when your account has been reactivated.
(please note terminated accounts cannot be reinstated)
If you have questions, please contact [email protected] or reach out in our live chat for assistance.