My account is paused or suspended

Understand why your account is paused or suspended and how to restore it so your agents can resume handling calls.

What "paused" or "suspended" means

When your account is paused or suspended, all your agents stop answering calls. The dashboard shows a red banner at the top: "Your subscription is inactive. Your agents are paused."

There are three main reasons this happens.

Reason 1: Payment failed (past due)

If a payment fails, your subscription moves to a past-due state. The dashboard shows a yellow banner: "Payment failed. Update your payment method to restore service."

You will also receive a dunning email. If payment is not updated within approximately 7 days, agents are paused automatically.

To fix:

1. Go to Billing.

2. Click Update your payment method.

3. Enter a valid card and save.

4. Once payment succeeds, your subscription reactivates and agents resume automatically.

Reason 2: Subscription canceled or expired

If your subscription was canceled (by you or after repeated failed payments), the status shows Inactive on the Billing page.

To fix:

1. Go to Billing.

2. Click Reactivate your subscription.

3. Choose a plan and complete checkout.

4. After checkout, your agents resume automatically.

Note: If you try to deploy or create an agent while suspended, you will see the error "An active subscription is required to deploy agents" or "An active subscription is required to create agents."

Reason 3: Daily spend cap reached

If your daily spend cap is hit, calls go to voicemail until the next billing day or you raise the cap. You will receive an in-app notification: "Daily spend cap reached ($X.XX). Calls are now going to voicemail. Raise your cap or upgrade your plan."

This is different from a full suspension — your account is still active, but calls are paused for the day.

To fix:

1. Go to Billing.

2. Find Daily spend cap and increase the limit.

3. Calls resume immediately once the cap is raised.

Reason 4: Trial minutes exhausted

If you are on a free trial and exhaust all included minutes, agents pause automatically. The Billing page shows your trial usage.

To fix:

1. Go to Billing.

2. Choose a paid plan and complete checkout.

3. Agents resume once your subscription is active.

I fixed the issue but agents are still paused

If your subscription is now active but agents remain in Paused status:

1. Go to your agent's overview page.

2. Click Reactivate.

3. If reactivation is blocked, check that your agent has a phone number assigned and your email is verified.