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.
Only the account administrator (the user with rights on the account settings) can still log in to the back office. Any other user gets the message “This account is blocked for payment failure. Unfortunatly you don't have permissions to change the subscription. Please contact an admin.” and cannot get in. In that case, tell your company's administrator, who makes the payment.
How to unblock your account
The payment is made with the card already saved in your account. If the charge failed because there were no funds on the card and there are funds now, you do not need to change anything – just pay the outstanding amount.
The administrator logs in to the Ebriza account in a browser (the back office). While the account is blocked, the My Account (Account Settings) page, Billing section, opens automatically after login. If you are already on this page, you are in the right place.
At the top you see the message “Account is locked because of failed payments. Please pay all outstanding payments and the account will unlock automatically.”, and the page shows the outstanding amount.
Press the “Pay outstanding amount” button. The saved card is charged for everything outstanding, and the account unblocks automatically.
Only if the payment fails again, change the card from the same page (see “If the payment does not go through” below) and press “Pay outstanding amount” again.
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.
After the account is unlocked, reconnect the tablet: open the Ebriza POS app and log in to your account again. If the tablet was used around the time the account was locked, and that day's sales do not appear in Sales or Reports, check the "Receipts" section in the POS for a receipt that was left open, and resend it with the tablet connected to the internet. The steps are in the "Offline mode in [Ebriza POS Next]" article, in the section "A day's sales do not appear in Sales or Reports, even though the Z report printed correctly".
Can you unlock my account now and I'll pay later?
A member of the support team can unlock your account manually, before payment, only when the unpaid invoice is from the previous month. In that case, write to us on chat and ask for your account to be unlocked.
If the outstanding balance is older, for example the unpaid invoice is from two or more months ago, a manual unlock is no longer possible. The account can only be unlocked by paying the outstanding balance, from Account Settings - Billing, as described above. The payment is recorded immediately and the account is unlocked right away.
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. Change the card only if the payment made with the “Pay outstanding amount” button is declined: check whether that card is still valid and has funds, and if needed change it from Account Settings - Billing - Payment Details, then press “Pay outstanding amount” again.
If the bank's payment form shows a browser error ("browser not supported") or does not load, use a different browser: payments in Ebriza do not work in Safari. Open Google Chrome in an incognito window (Ctrl+Shift+N on Windows, Command+Shift+N on Mac), log in to your Ebriza account and retry the payment from Account Settings - Billing.
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.