Account suspension can happen for reasons other than non-payment, such as specific pending fees, usage exceeding limits, or bank processing times.

Main reasons for suspension:

1. Pending Setup Fee

The setup fee is a one-time charge at the beginning of the contract. Even if your monthly subscription is paid, this fee might still be outstanding, causing a block.

2. Usage Exceeding Plan Limits

If your use of messages or InteractionZ exceeds your contracted limit, the system may temporarily suspend the account to prevent unexpected overage costs.

3. Bank Clearance Time

fter payment, it can take up to 24 business hours for the system to automatically recognize and process it. During this window, the suspension may remain active.

How to unblock your account:

1. Check for pending finances:Go to: Settings > Financial Information

2. Wait for clearance (if recently paid):Unblocking may happen automatically within 24 business hours.

3. Request manual unblocking (Fastest):If it’s urgent, open a financial ticket via Zoe or Instant Support providing Company Tax ID (CNPJ) and Proof of payment (if applicable).

Practical Example:You paid your monthly fee, but you reached 100% of your plan's usage limit. In this case, the suspension is due to usage limits, not delinquency.