How do I unlock my WERCSmart account?


This article details why a WERCSmart account would be locked and how to resolve this issue. 


TABLE OF CONTENTS

Account Locked Error

WERCSmart will produce the error message shown below when you attempt to submit product registrations, which indicates that your account is locked.




Reasons for a locked account 

Unpaid Balance 

An unresolved subscription issue in the form of an unpaid balance can cause an account to be locked. 

  • If you have a past-due invoice, you can still use your account; however, you cannot submit any registrations until it is resolved.


 How to find your current balance amount: 

  • Click on your name in the top right corner.
  • Click on My Account.
  • Under the 'My Account' section, click Subscription Information.
    • Here you can find the current balance.
    • Your account status will show as 'Locked' in the top left corner. 


How to find your past balance amount:

  • Click on your name in the top right corner.
  • Click on My Account.
  • Under the 'My Account' section, click Order History.
  • Click Subscription to see past (and current) invoices.


Maxed Tier Plan 

Your account will be locked if you have reached the maximum number of products in your current subscription tier.

  • If your current subscription has run out of space, you can create products; however, you cannot submit any registrations until the issue is resolved. 


120 Days of Unpaid Balance

If your account has an unpaid balance for more than 120 days, it will be canceled.

  • You will not be able to log in or see within your WERCSmart account. 



How to unlock your account 

Unpaid Balance

Pay all outstanding balances, and your account will be unlocked. 


How to pay a balance

  • Log in to WERCSmart. 
  • Click on your name in the top right corner.
  • Click on My Account.
  • Under the 'My Account' section, select Payment Methods.
    • Note: Only administrators have access to Payment Methods
  • Confirm you have marked your preferred payment method as 'Default' or add a new one.


The payment should be processed automatically by WERCSmart using your "Default" payment method.


Special note on a failed payment 

  • If your account is still locked after retrying payment, please contact the bank or other financial institution that is handling the transaction for more information. Customer Support cannot provide details on why a payment may have been declined.


Maxed Tier Plan

If you need to create more products by increasing your subscription plan, see How do I upgrade my product tier/ subscription level? for more information. 


120 Days of Unpaid Balance

If you are unable to access your account due to 120 days of an unpaid balance, see How do I reinstate my account? for more details.