Account suspension is a powerful tool that should be used with caution as it impacts all tiers and users associated with an Account. It is typically employed for non-payment of dues but can be applied for other temporary reasons as well.
Reasons for Suspension
Account suspension can be initiated for various reasons, primarily for non-payment of dues, but it is not limited to this. Super Admins should exercise discretion when deciding to suspend an account.
Notification
When an account is suspended, an email notification is sent to the Account Manager(s) to inform them of the suspension (see below). This notification alerts that the account's access and automations have been restricted.
Effects of Account Suspension
When an Account is suspended by a Super Admin, account activities are temporarily paused, which may impact user experiences for users associated with the account. Account Managers are able to log in to their Accounts but are displayed a message that states, “Your account has been suspended for non-payment of dues. To reactivate your account, please contact accounts.receivable@experience.com”.
User and Tier Manager Logins
All user and tier manager logins associated with the suspended account will be disabled. Only the Account Manager has the ability to log in during the suspension. When a user or tier manager attempts to log in, they will be shown a message, “Your account has been temporarily suspended. Please contact your account administrator for details.”
During this time, all email notifications to users and tier managers will also be suspended.
Profile Visibility
While logins are disabled, user profiles remain visible and published to the public. Only administrators have the privilege to edit these profiles during the account suspension.
Automated Data Ingestion and Campaigns
All automated data ingestion processes and campaigns associated with the account will be paused during the suspension period. Because ingestion is paused, no new data can be inserted into the system. In addition to automated ingestion, Account and Organization managers are restricted from sending manual surveys and reminders during an Account suspension.
Listings Management
If the account has Listings, the listings' connections are retained, but editing and publishing updates are disabled during an account suspension.
Social Monitor
If the account utilizes Social Monitor, posts will still be imported from connected social profiles. Alert emails will be paused, and managers cannot take action on any posts during an account suspension.
Account Reactivation
Super Admins can lift account suspensions at any time by reactivating the account. Super Admins are the only user type with the authority to manage account suspensions and reactivations.
Restoration
When the account is reactivated, all account pages, settings, and data will be restored to the same status as before the suspension. This includes reactivating all user logins, allowing them to interact with their profiles and reviews as usual.
How to Suspend an Account
Applies to:
Super Admins
Locate the account on the All Accounts page. In the Action column, hover over the arrow and select Suspend Account.
A menu will expand from the right side of the page to finalize the account suspension. Enter a reason into the text box field then click the blue Suspend Account button.
How to Reactivate an Account After Suspension
Applies to:
Super Admins
Locate the account on the All Accounts page. In the Action column, hover over the arrow and select Reactivate Account.
A menu will expand from the right side of the page to finalize the account reactivation. Enter a reason into the text box field then click the blue Reactivate Account button.
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