On Hold & Suspended Accounts

If your billing information needs attention, Dialpad will notify your team admin with the next steps to help resolve the issue.

Below is an explanation of what it means if your account is on hold or suspended, what notifications you may receive, and what to do next.

On-hold accounts

If your account is placed on hold, it means we weren’t able to process your payment.

When that happens:

• We email your team admin with a prompt to review and update the payment method on file
• Admins may also hear an IVR reminder at the start of calls
• A banner notification may appear in the Dialpad app
• Your Dialpad lines remain active while the account is on hold

Suspended accounts

If the payment issue is not resolved, your account may be suspended.

When an account is suspended:

• Your Dialpad lines are no longer active
• The team admin hears an IVR explaining that payment is required before service can be restored
• People calling your lines may hear a similar message

How to resolve an on-hold account

If your account is on hold, the fastest fix is usually to update your payment information.

To do that, go to your Dialpad Admin Settings.

1. Select Billing
2. Open Billing Summary
3. Update the payment method under Payment Information

Once you submit your updated payment information, we’ll try the payment again. If it goes through successfully, the hold will be removed.

How to resolve a suspended account

If your account is suspended:

1. First, confirm that your payment information is correct on your Billing Summary page
2. Then contact our Customer Care Team to complete the reinstatement process