Your account may be blocked due to one of the following reasons:

• Invalid or expired payment method
• Rejected payment
• Unpaid invoices past their due date
• Nonconfirmation of our General Terms and Conditions (GTC)

How can I unblock my account if the payment method is invalid?
To unblock your account:

1. Log into your account settings.
2. Navigate to the payment method section.
3. Update your payment information with a valid method.
4. Save the changes.

Your account should be unblocked automatically once a valid payment method is added and confirmed.

My payment was declined due to insufficient funds — what should I do?
If your payment was declined due to insufficient funds, we will not attempt to charge your card again automatically. Once you have topped up your account or card balance, you must resubmit your payment method — even if it is the same card — to trigger a new payment attempt. Resubmitting the same card is recognised as a change and will initiate a new charge.

To do this:

1. Log into your account settings.
2. Navigate to the payment method section.
3. Re-enter and save your card details (even if unchanged).

How long does it take to unblock my account after I've taken action?
Normally, your account will be automatically unblocked within 24 hours after the outstanding amount has been successfully debited from your bank account. Please note that during weekends this may take longer.

If I have multiple contracts under the account, will a block affect all contracts?
Yes, all contracts are linked to the blocked account and will be affected as well.

How can I prevent future account blocks?

• Keep your payment method up to date with sufficient balance.
• Ensure your contact information is current to receive important notifications.
• Regularly check your account for any outstanding invoices.