Why is my account locked?
Your organisation is locked when it has no active plan, a payment has failed for good, or it's been frozen. What still works and how to restore access.
WriteWorks locks an organisation when it isn't on an active plan, or when the organisation itself has been frozen. When that happens, a window covers the app and explains why. Your data is safe and nothing has been deleted: your brands, content and history are all still there when access is restored.
The title of the window tells you the reason
- Choose a plan to start using WriteWorks: the organisation doesn't have a plan or a trial yet.
- Your subscription has ended: the subscription was cancelled, so paid features are off until a plan is active again.
- Payment failed, so access is paused: the last payment couldn't be collected and the retries have run out.
- Your subscription is paused: it needs resuming to switch everything back on.
- This organisation is frozen: either the plan covers fewer organisations than the owner has, so the ones beyond the limit are frozen, or WriteWorks support has frozen it.
A failed card payment doesn't lock you straight away. While the payment is being retried, which takes roughly two weeks, you keep full access and a banner asks you to update your card. Access is only paused if the retries run out.
While you're locked, nothing runs that would cost money: no AI engine scans, AI generation, agents, workflows, scheduled reports or scheduled publishing. Billing and account settings, notification settings, help and support all stay open. Scheduled reports skip the sends they miss rather than sending them all at once when you're restored.
How to fix a locked account
- Read the title of the window to see the reason.
- For a failed payment, click Update payment details and add a working card in billing settings.
- For a paused subscription, click Resume subscription.
- For a cancelled or missing plan, click Choose a plan and pick Starter, Growth or Enterprise.
- For an organisation frozen over the plan's organisation limit, click Upgrade plan, or Manage organisations to delete ones you no longer need. Then click I've fixed it, check again.
- For an organisation frozen by support, click Contact support and include the organisation's name.
Only the organisation's owner or a billing admin can choose a plan or update payment details. If you were invited into the organisation, the window asks you to contact them instead and, for a freeze, shows the owner's email address. Everything switches back on for the whole team as soon as they fix it.
Tip: keep your card details up to date in billing settings. If a payment does fail, the banner gives you time to fix it before anything is paused.
Still stuck? We typically reply within 1 business day.
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