My Account Is Suspended or Locked — What Do I Do?
If you're unable to access your Concord account and believe it may be suspended, here's what to know.
Why Accounts Get Suspended
Concord accounts may be suspended if payment has not been received after multiple attempts. When this happens:
- You'll receive automated payment reminders before suspension
- If payment is not resolved, access to your account may be temporarily restricted
- Your data and documents remain safely stored — nothing is deleted
How to Resolve a Suspended Account
Step 1: Update your payment method (Administrator only)
If your credit card has expired or was declined, an Administrator on your account can update it in Concord:
- Go to Settings > Company > Subscription
- Click Change Payment Method
- Enter your new credit card or ACH (bank account) details
If you're locked out and can't access Settings, proceed to Step 2.
Step 2: Contact our support team
Email support@concord.app with:
- Your company name
- The Administrator's email address
- Confirmation that you'd like to resolve the outstanding balance
Our billing team will help restore access to your account once payment is confirmed.
Important Notes
- Your documents and data are preserved while your account is suspended, but if your subscription is ultimately terminated, data will be permanently deleted after 90 days
- Account reactivation typically happens within 1 business day of payment confirmation
- All payments are processed in USD
Need More Help?
Contact our support team at support@concord.app.