Account Restrictions and Suspension
When payment cannot be collected your account is not closed all at once; it goes through three stages — warning, view-only and suspension. At every…
Where to find: The yellow or red warning band that appears at the top of the panel; the Your Account is Suspended screen that opens if payment still cannot be collected Who it's for: Store owners whose subscription payment could not be collected, or who say "the buttons in the panel don't work". In short: When payment cannot be collected your account is not closed all at once; it goes through three stages — warning, view-only and suspension. At every stage you can complete the payment and return to normal.
What does it do?
This page explains what happens to your account when your subscription payment cannot be collected, what is closed in the panel, and how you get back to normal.
When your subscription payment cannot be collected, Treyza does not close your account immediately. A payment deadline is written onto your subscription, and until that date your account is restricted gradually. The purpose is to give you time to notice and fix the payment problem.
Which stage you are in is determined by the number of days remaining. The remaining days are calculated from the Payment deadline: {date} line shown in red on the Subscription page.
Tip: These restrictions are caused by payment; they are not the result of a mistake you made. The moment the payment is completed, the restrictions are lifted.
The three stages at a glance
| Stage | When? | What do you see at the top of the panel? | What can you do in the panel? |
|---|---|---|---|
| 1. Warning | While there are more than 4 days until the payment deadline | Yellow band: Your subscription is awaiting payment. Remaining: {days} days. | Everything works normally. |
| 2. View-only | When 4 days or fewer are left until the deadline | Red band: Your subscription is suspended. View-only mode. Remaining: {days} days. | You can open and read pages; saving/changing does not work. |
| 3. Suspension | When the payment deadline has passed | The Your Account is Suspended screen instead of the panel | You can only enter the payment and invoice pages. |
Both bands have an underlined Pay now link on the right; clicking it takes you to the Subscription page.
1. Warning stage (yellow band)
A yellow strip appears at the very top of the panel, above the menu as well. Its text: Your subscription is awaiting payment. Remaining: {days} days.
At this stage nothing in the panel is restricted. You can add products, manage orders and change settings. The band is only a reminder.
On the Subscription page the status badge also reads Past Due, and a red Payment deadline: {date} line is added below the date lines.
Tip: This is the easiest moment to fix the problem. If you pay while the band is yellow, none of your work is interrupted.
2. View-only stage (red band)
When 4 days or fewer are left until the payment deadline, the band turns red: Your subscription is suspended. View-only mode. Remaining: {days} days.
What is closed in the panel
At this stage the panel is readable, not writable. That is:
| You can | You cannot |
|---|---|
| Open pages, view lists and reports | Create new records (products, categories, campaigns, etc.) |
| Look at settings | Save settings |
| Use the invoice and subscription pages | Change or delete existing records |
When you try an action that requires a change, this warning appears on the screen: Your subscription payment is pending. You can only view content. Please update your payment method.
Some buttons become inactive from the start, and when you hover over them this explanation appears: Your subscription is awaiting payment, you can only view content. For example, the Manage Subscription and Downgrade buttons on the Subscription page behave this way.
Tip: The Upgrade button still works at this stage. If you want to solve the payment problem by upgrading your plan, that road is not closed.
What happens on the storefront (the customer side)?
Warning: The view-only stage affects not only you but your customers too. Your store's storefront stays open and the products are visible, but when a customer reaches the payment step they cannot place an order; they are shown the text "Bu mağaza geçici olarak sipariş alamıyor." ("This store temporarily cannot take orders."). In other words, selling stops at this stage.
3. Suspension
When the payment deadline has passed, your account is suspended. When you enter the panel you can no longer see the normal pages; a single screen appears in front of you.
The Your Account is Suspended screen
In the middle of the screen there is a red exclamation icon, and below it these texts:
- Title: Your Account is Suspended
- Description: Update your payment information to continue your service.
Below them there are three buttons:
| Button | What does it do? |
|---|---|
| Pay Now | Opens the Subscription page; you complete the payment from there. |
| Change Plan | Also opens the Subscription page; you can move to a more suitable plan. |
| Log Out | Closes your session. |
If you try to go to another page in the panel, you are brought back to this screen.
What happens on the storefront (the customer side)?
Warning: When the account is suspended, your store's storefront closes as well. When customers open your store's address they see not the products but the maintenance screen (if you have no published maintenance page, the ready-made screen titled Bakımdayız — "We are under maintenance" — appears). This screen is shown to everyone; it cannot be bypassed with preview or maintenance-bypass methods.
Pages that stay open in every case
Even if the account is suspended, the payment-related pages keep working:
| Page | Why is it open? |
|---|---|
| Subscription | To make a payment and change plans. |
| Invoices | To see and pay an unpaid invoice. |
| Billing information | To correct the billing address/company details. |
| The Your Account is Suspended screen | The screen you are redirected to. |
Payment operations, session operations and support tickets are also kept outside this restriction.
What should you do? (step by step)
- Click the Pay now link on the right of the band (or the Pay Now button on the suspension screen).
- On the Subscription page, look at the red Payment deadline: {date} line; that is the time you have left.
- If you have an unpaid invoice, go to the Invoices page and complete the payment with the Pay now button in the invoice's row. Details: Invoices.
- The payment page opens in a new tab; finish the transaction there.
- Return to the panel tab and refresh the page.
If the restriction is not lifted although you paid, wait a few minutes and refresh again: the subscription status is briefly cached in the panel (about 5 minutes).
Warning: Only enter your payment details on the official payment page that opens. The Treyza panel never asks for your card number in its own forms.
After you pay
Once the payment is collected, the payment deadline is removed; the band disappears, the inactive buttons work again, and if you were suspended the panel returns to normal. Your storefront reopens as well and continues to take orders.
You can confirm the state from the badge on the Subscription page: if it reads Active, everything is fine.
Frequently asked questions
I see the band but I have no unpaid invoice. The payment provider may not have been able to collect (card limit, expired card, etc.). Update your payment method with Manage Subscription on the Subscription page; since that button is inactive in the view-only stage, handle it in the warning stage if you can, that is, while the band is yellow.
The buttons are faded and don't respond, were my permissions restricted? No. You are in the view-only stage. The explanation that appears when you hover says so: Your subscription is awaiting payment, you can only view content.
What does the number of days remaining mean? It is the number of days left until the payment deadline. When it drops to zero, the account is suspended.
Will my data be deleted when I'm suspended? Suspension stops access to the panel and the storefront. When the payment is completed, you continue where you left off.
Can my customers place orders? In the yellow band stage, yes. In the red band (view-only) stage the storefront is open but the payment step is closed. In the suspension stage the storefront turns completely into the maintenance screen.
I paid but the band is still there. Refresh the page. Since the subscription status is cached briefly, it may take a few minutes. If it continues, write to the support team with the invoice number.
If I move to a cheaper plan, will the restriction be lifted? The Change Plan button on the suspension screen takes you to the Subscription page. For the plan change rules, see Subscription.
I'm on the free plan, do these restrictions apply to me too? These restrictions are for subscriptions whose payment could not be collected. Since no payment is expected on the free plan, no payment deadline is created either.
Related pages
- Subscription — Your plan, status badges, the Payment deadline line and plan changes.
- Invoices — Finding an unpaid invoice and paying with Pay now.
- Usage and Quota — Quotas and limit-overflow rules.
- Subscription & Billing — Overview — An overview of the Subscription & Billing area.
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