Hello Pauline,
My account has been paused even though the payment has been completed.
Here are the details:
Case Number: #01156733
Payment Status: Paid in full
Issue: Account is still paused despite payment
We’ve already contacted support but have not received a resolution yet. Please escalate this urgently and help restore the account.
Hi @ritaosborne861-7097, you did the right thing by opening a support case. I can see it’s in the right queue, out support team will help you as soon as they can. We appreciate your patience.
Hi,
Thank you for the update.
Since my production websites were still offline and I had not received a resolution after more than 24 hours, I proceeded with the “Reactivate Pro” option in order to restore service.
However, this resulted in me being charged another $20 even though I had already paid the previous outstanding invoice earlier.
At the moment, it appears I have effectively paid twice due to the suspension/reactivation issue.
Could you please either:
refund the earlier payment, or
apply it as account credit toward my next billing cycle?
I only proceeded with the second payment because my websites were down and I could not continue waiting indefinitely for manual resolution.
Thank you.
Hi @ritaosborne861-7097, thanks for providing this context. I’m glad you got your website up.
You can use the Help to ask for a self serve refund by selecting the previous invoice. It should automatically refund the amount. Ensure you explicit convey the intent for refund to our AI agent. Let me know if you face any issues.