Why is my account suspended?

To make it easier to get in touch with us, from the 24th of March 2016 all support tickets will need to be submitted from your Crucial Control Panel.

Your account may be suspended for the following reasons:

  • Failure to pay an invoice before the due date (e.g. expired credit card)
  • Breach of our acceptable usage policy (e.g. hosting a gaming server)
  • Breach of our terms and conditions (e.g. hosting content illegal under AU law)
  • A serious abuse allegation (e.g. your service is distributing a virus)

The steps to un-suspend differ depending on the circumstance:

An unpaid invoice

In most cases simply logging into the Crucial Control Panel and paying any unpaid invoice(s) will automatically reactive the service within a few minutes.

Not all services automatically reactivate after a payment has been made. For some products (usually legacy products) reactivation is manual.

In these cases contact us and we can quickly resolve.

Breach of Acceptable Usage Policy, Terms & Conditions or serious Abuse allegation

Where there is a clear breach of our Acceptable Usage Policy, Terms & Conditions or a serious Abuse allegation we will manually need to reactive the service.

Please submit a request to our Billing department. We'll always do our best to resolve any breach quickly however we cannot provide any general timeframes given the wide variety of issues.

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