Why is my account locked?
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Modified on: Tue, 14 Nov, 2023 at 1:20 PM
How do I unlock my WERCSmart account?
An account is locked when there is an unresolved subscription issue in the form of an unpaid balance.
WERCSmart will produce the error message shown below when you attempt to submit product registrations which indicates that your account is locked:
Investigate the cause of the account lock by taking the following steps:
Please select the name in the top right corner of your home page and click on the "My Account" option.
Select the "Subscription Information" label on the right side of the "My Account" screen.
This page will show the current balance that is present on your account as well as show "Locked" for your account status in the upper left corner of the page.
Now that you can see the current balance that is due, please select the name in the top right corner of your home page and click on the "My Account" option to proceed back to the "My Account" screen.
On the "My Account" screen, please select the "Order History" label from the right side of the screen.
Please select the "Subscription" option at the top of the page and you will see the current and past invoices for your account including the invoice that has a balance present.
- Please proceed to this article for more information: How do I obtain my invoice?
How to unlock your account:
The balance that is present on your account must be paid successfully in order to unlock the account.
Please go to the "My Account" screen by selecting the name in the top right corner of your home page and click on the "My Account" option.
Select the "Payment Methods" label on the right side of the "My Account" screen.
Please note that only Administrators of the account have access to the "Payment Methods" page.
Review the current payment methods that are on this page and confirm that you have marked your preferred method of payment as "Default".
If you have not yet added a payment method, please add your payment method by selecting one of the options on the bottom of the screen and be sure to mark the payment method as "Default".
The payment should be processed automatically by WERCSmart using your "Default" payment method.
To determine if your payment was received, please proceed back to the
"Subscription Information" screen and "Order History" screen using the steps shown previously in this article.
Please proceed to this article for more information: How do I pay my invoice?
Special note:
If your payment does not appear to be processing successfully, you can attempt to retrigger the payment by marking a different payment method that you will not be using (Ex. Wire transfer) as "Default". Then wait for 1 minute. After waiting, please mark your preferred method of payment as "Default" again and the system will reattempt to charge your "Default" payment method.
If your account is still locked after retriggering the payment, please contact your bank or other financial institution who is handling the transaction for more information. Support is unable to provide any details regarding the reasons a payment may have been declined.
If the balance on your account is not paid within 120 days of the renewal date, your account will be cancelled due to nonpayment. When your account is cancelled for nonpayment, all of your product registrations on the account will be deleted automatically and in order to access your account you will need to request that the account be reinstated.
Please contact Customer Support via phone call, chat or by submitting a ticket to request the reinstatement of your account.
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