Subscription paused
Your Routy subscription is paused, so nothing is being charged. Your account keeps working until the date in the issue. On that date it is suspended.
What it means
Paused means our payment provider has stopped billing your plan. You keep full access until the date in the issue: the end of the period you've already paid for, or 14 days after the day you paused, whichever is later.
On that date your account is suspended:
- Your tracking links stop redirecting. Visitors see a page saying the link isn't available, which doesn't mention your account or billing, and their clicks aren't recorded.
- Conversions and postbacks are refused.
- Account integrations stop syncing.
- Outgoing webhooks stop.
- Your account becomes read-only. You and your team can still sign in, see and export your reports and data, manage billing and your team, and contact support, but you can't create or change anything else, in Routy or through the API. We can't email you.
Your data, links and settings are kept. Nothing is deleted.
If the subscription still isn't resumed 90 days after the suspension, it is cancelled and your account moves to the free plan. The issue gives the exact date. After that the suspension ends and your data is kept, but the free plan's limits apply, and the paid subscription can't be resumed any more: to go back to a paid plan, choose one in Plans & Billing as a new subscription, at today's price.
Why it happens
Someone on your account paused the subscription. If a payment failed instead, you'll see the Subscription payment failed issue rather than this one.
What you can do
Resume your subscription before the date in the issue: open Plans & Billing and choose Resume subscription. It comes back on the same plan, at the same price. You can also resume after the date: you can still sign in, and your account is restored within about a minute. If resuming fails, contact support.
Only the account Owner and Billing contact manage billing. If that isn't you, forward this to them. See Plans & Billing access.
When it clears
When your subscription is billing again: straight away when you resume it, otherwise at our daily check or when a payment goes through. If you were already suspended, your account comes back at the same moment, and your links redirect again within 30 minutes. Visitors who clicked your links while you were suspended saw the "link not available" page, so those clicks can't be restored. Support can tell you how many there were.
The issue also closes if the subscription is cancelled, in which case your account moves to the free plan.