If your Ebriza subscription could not be charged, the account is blocked and access to the app stops. Below you will find why this happens, what it looks like, and how to unblock the account yourself in a few minutes.
Why the account gets blocked
The Ebriza subscription is charged automatically every month to the card enrolled in your account. If the charge fails, we retry automatically every day for 10 consecutive days. After 10 failed attempts, the account is blocked until the outstanding amount is paid manually.
What being blocked looks like
In the back office you can only open the billing section in Account Settings; the other menus are no longer accessible.
POS devices are logged out and cannot log back in until the account is unblocked.
How to unblock your account
Log in to your Ebriza account in a browser (the back office).
Go to Account Settings, then to the Billing section.
Pay the outstanding amount shown there, by card.
A payment made from your account is registered immediately and the account unblocks on the spot - you do not have to wait and you do not have to tell us. After the payment, a new subscription cycle starts that day, so
your next billing date moves to the date you paid.
The amount requested covers everything still outstanding on the account, not only the last month: if charges failed for more than one period, they are all settled at once, so the amount can be larger than one month of subscription.
My card was charged but the account is still blocked
An amount taken by your bank does not always mean a payment registered with Ebriza. It happens that the bank holds the amount temporarily without the transaction completing to us, or that the charge comes from a different flow unrelated to your Ebriza subscription. As long as the payment is not registered with us, the debt stays and the account stays blocked.
Check in Account Settings - Billing whether the payment shows up as registered. If it does not, the fastest fix is to pay the outstanding amount directly from your account, as above: it registers immediately and the
account unblocks. If you were charged anyway, write to us in the chat with the date, the amount and the last 4 digits of the card, so we can check the transaction.
If the payment does not go through
The only way to pay the Ebriza subscription is the card enrolled in your account; bank transfer or cash payments are not possible. If the payment is declined, check whether that card is still valid and, if needed, change it from Account Settings - Billing - Payment Details, then pay the outstanding amount again.
If the subscription shows as paid, with nothing outstanding, and you still cannot get in, the problem is not a payment one - write to us in the chat and tell us what exactly is not working (the back office or the POS app), which user you are trying with, and what message you see.