An account may become frozen in the following circumstances:
- An invoice is overdue by more than 30 days.
- Storage allowance is exceeded for more than 30 days.
- Monthly transfer allowance is exceeded for more than 2 months.
Limitations on frozen accounts
You can still login to a frozen account to fix the problem, however, these restrictions will apply:
- Images will no longer be served to your websites (requests will yield a 403 error).
- New image uploads will fail.
How to unlock a frozen account
If your account has been frozen because of a payment failure for 30 days or exceeding your bandwidth allowance, go to the billing page to fix your card details. Try another card if necessary.
The billing card details page looks like this:
If your account has become frozen because your storage allowance has been exceeded for over 30 days, go to the billing page and upgrade to the next plan. Also ensure that your card details have been added and are correct.
Alternatively, delete enough images to return within your permitted storage allowance. Once within your allowance, the account will be automatically unfrozen within 24 hours. If you want it unfrozen sooner, please please send a message to the Sirv support team.
How to prevent a frozen account
Before an account becomes frozen, between 4 to 6 email notifications are sent to the account owner(s) over a 30-day period. Warning notifications are also generated daily and displayed on your Notifications page.
Take these steps to prevent account freezing:
- Check that your registered email address is correct and always keep it up-to-date.
- Check that you are receiving emails from email@example.com. Add our email address to your address book to prevent it going to your spam. If you see an email from Sirv in your spam/junk, mark it as not spam.
- Assign any other appropriate staff as account Owners. All account owners will receive warning notifications. Sirv accounts can have one Primary Owner and multiple Owners – see the 6 roles and permissions available.