In this article you will learn the account suspension process when payment isn't received for your ROLLER subscription on time.
ROLLER offers multiple payment methods allowing you to pay for your invoices with ease. Please refer to the Pay your ROLLER invoice help article for further details.
- Account suspension when you have a Stored Payment Method
- Account suspension when you do not have a Stored Payment Method
Account suspension when you have a Stored Payment Method:
If you have a Stored Payment Method on your account, all invoices are issued with a payment term of Due upon receipt.
This means that you will be charged on the same day invoices are sent to you.
If the payment is unsuccessful, we will send you a payment failure notification and try to charge the card on file regularly for the next 30 days until the payment is successful.
During this time, you will have full access to your ROLLER account and you will see in-app reminder notifications for outstanding payments, like the following:
You can pay for your invoices by clicking Pay Now as shown above.
If the payment is not received by the 30th day of retrying, we will suspend access to your ROLLER Account.
General account users (all other staff profiles apart from the account owner or the primary billing contact) will see the following notification when they try to login to ROLLER.
You can click the Pay Now button and it will take you to a separate payment screen. You can securely pay for outstanding invoices here and regain immediate access.
Account suspension when you do not have a Stored Payment Method:
If you do not have a Stored Payment Method in your account, all invoices are issued with a payment term of 7 days. This means you have 7 days to pay for the invoice via bank transfer/wire transfer.
Once the due date has passed we will send you email notifications regarding your outstanding invoices and you will also see the following in-app notification every time you log into Venue Manager.
These reminders will be sent to you 30 days after the due date of the invoice. If the invoices are still outstanding after 30 days, access to your ROLLER account will automatically be suspended.
If you are the account owner or the primary billing contact you can click Pay Now when you try to login to your platform to clear outstanding invoices and get platform access instantly.
When suspended your staff will not have access to the Pay Now link. They will see the following image when they will try to log in.
If you have any questions about the status of your account, please contact our Billing Department by emailing firstname.lastname@example.org.