Why is my account suspended, and how do I reactivate it?

Why is my account suspended, and how do I reactivate it?

If your account has been suspended, it's because an invoice has gone unpaid past its due date. This article explains what suspension means, how to reactivate your account, and how to avoid it in future.

Why accounts are suspended

We suspend an account when an invoice is more than 3 days overdue. You'll have received an invoice when it was issued, a reminder before the due date, and a notification when the account was suspended.

What happens while your account is suspended

  1. New orders are paused. We are temporarily unable to process orders for you until the outstanding invoice is paid.
  2. Your stock is safe. Your inventory remains securely stored in our warehouses throughout.
  3. Interest may accrue: under our Terms & Conditions, overdue invoices accrue interest at 8% over the Bank of England base rate, charged daily until paid.

How to reactivate your account

  1. Pay the outstanding invoice. Use the payment link in your invoice email, or log in to your account to view and settle it.
  2. If you've already paid, reply to your suspension email with your remittance advice (payment confirmation) so we can match it quickly.
  3. Once payment is received and matched, we'll lift the suspension and order processing resumes.

How to avoid suspension in future

  1. Set up direct debit. This is the easiest option; invoices are collected automatically on the due date, so there's nothing you need to do and no risk of missing a payment.
  2. Check your billing contact is up to date, so invoices and reminders reach the right person.

If you think there is a mistake

If you believe an invoice is incorrect, contact us as soon as possible. Please note that under our Terms & Conditions, charges must be disputed in writing within 14 calendar days of the invoice date.

Need help?

Reply to your suspension email or contact our finance team and we'll be happy to help.

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