Hi ​@akramhksy,

Sorry to hear that your account got suspended. That’s frustrating, and I’ll try to point you in the right direction.

Firstly, how long ago was your account suspended? If you’re the owner of your account, did you receive an email about this, explaining the reason for a suspension?

If you were a new account uploading a list and trying to send a large amount of emails at once, your account may have been temporarily suspended for review by our compliance team. In these cases, we should get back to you within one day.

Another common reason for account suspensions are due to failed payments. After a payment fails, Klaviyo will retry your card a few times, to see if we can process the payment. If the payment can’t be processed, your account will be suspended until you pay your outstanding balance. You mentioned that you downgraded - did you downgrade after a billing cycle already began?

You can read more about some reasons your account may have been suspended here: https://help.klaviyo.com/hc/en-us/articles/115005251028.

Let me know if I can help in any other way, or answer any additional questions!

-Byrne

Hello Byrne,

Thanks for the answer but please check I chatted with your team and he helped me to downgrade the subscription. But you tried the bill before 1 month, why?

Please investigate the issue and reactivate my account.

Thanks in advance

Hi ​@akramhksy ! 

If you downgraded in the middle of a billing cycle, then you would have still been charged at the beginning of that cycle. For example, if your cycle renews of the 3rd of each month, but you downgraded to a free plan on the 10th, you would still need to pay for that cycle. Then, the next cycle you will not be charged. I would suggest looking in your payment history (https://www.klaviyo.com/settings/billing/payment-history) to make sure that you don’t have any outstanding payments! 

Hi @Byrne,

Thanks again for the clarification.

Yes, I understand how the billing cycle works. But in my case, I downgraded before the new billing cycle started. That’s why I’m confused about why I was still charged.

Could you please take a moment to review the exact downgrade date and billing date on your end? I’ve also checked the payment history, and from what I see, there’s no outstanding balance.

Appreciate your help in looking into this again and helping me reactivate the account.

Best regards,
Akram