Why a client's account is locked or read-only

The three access levels

Every client account is always in one of three states. Knowing which one explains what they can and cannot do.

• Full access (unlocked). They can view, create and send. This is normal.
• Read-only. They can still open and export their existing records, but they cannot create anything new. Nothing is deleted, all their data is safe, they just cannot add to it.
• Locked (not started). They have never had a plan or a trial. The suite is closed to them until a plan is activated or they begin their free trial.

Why an account goes read-only

Read-only is what happens when a plan runs out. The common reasons are:

• The subscription was cancelled and the paid period has now ended. During the paid period after a cancel they keep full access. Once it lapses, they drop to read-only. See Cancel or reactivate a client's subscription.
• A cancel done immediately. Ticking Immediately when cancelling ends access at once and lands them in read-only straight away.
• A free trial that has run out. Once the trial end date passes, access becomes read-only.
• The subscription is paused.

In all of these the data is preserved. Read-only never loses anything.

Why an account is locked (not started)

A brand-new company that has never taken a plan or started a trial is locked. On their subscription page the usage panel says plainly that it is locked because there is no active subscription, and it points you to activate a plan or let the customer start their free trial.

A note on Past due

A client whose payment is late shows as Past due, but this is a grace period. They keep working normally while you sort the payment out. Past due does not lock them. Only a fully lapsed, expired, paused or ended subscription does.

How to unlock a client again

Pick whichever fits the situation:

1. Log in to your workspace.
2. In the left menu, under Admin, click Subscriptions.
3. Click the client to open their subscription page.
4. Then:
   • If they were cancelled and you want them back, click Reactivate in the Manage section (see Cancel or reactivate a client's subscription).
   • If they need a fresh paid plan, use Activate a paid plan (bank transfer) to set one live (see Activate a client's plan by bank transfer).
   • If they simply never started, the customer can begin their own free trial from their side, or you can activate a plan for them.