Possible Errors:
"Limited access: Your account has been suspended. Please contact your account administrator to reactivate."
Resolution Path:
Account suspension can occur for several reasons such as the trial period coming to an end, unsuccessful payment during the renewal process, being blocked by NOC, or due to a cancellation request.
Although customers can still log in and receive tickets, the helpdesk will be restricted to read-only mode.
Agents, supervisors, and administrators attempting to access the system will receive an error message stating: "Limited access: Your account has been suspended. Please contact your account administrator to reactivate."
In contrast, account administrators will see an error message stating: "Limited access: Your account has been suspended. Click here to pay and reactivate." By clicking on the link, the Admin will be directed to the Plans & Billings page within their Freshdesk account.
To identify the reason for account suspension, you can use the following solutions:
Cancellation requests: Check for any cancellation requests raised in Freshops and when they will be applicable. For trial accounts, data will be deleted immediately after the cancellation request is raised by the customer. For paid accounts, the window for cancellation requests will be applicable until the next billing cycle.
Billing issues: Use the haystack query "subscription_cancelled" AND "cancel_reason" AND "accountID" to search for the reason for account suspension in the logs. The same information can also be checked in Chargebee, including the subscription page of the account and the Activity Log.
When an account is canceled, Freshdesk retains the data for 90 days before deleting it from their side.
Scroll down to find Activity Log.
You can find the entry Subscription cancelled and the reason for suspension.
Alternatively, you can also check the tabs - Events, Invoices and Credit Notes for more insights.
- Supreme/NOC blocks: Use the haystack query "fdadmin/accounts" AND "AccountID" AND "block_account" AND "Parameters" to check if the account has been blocked by NOC. To unblock the account, raise a request in fd-support-NOC by filling out the form after typing the / command.
Sample logs:2022-09-08 10:15:36 id=b155b6cf-3dfd-47a4-bb1f-4af827ea7b7f, tp=00-5d65e49dc8e0f9af0a3dea42c9881c23-522a9008cf083a6d-00, cid=, wid=, e=, ip=52.5.228.181, a=, u=, s=, d=freshopspoduseast1.freshdesk.com, p=/fdadmin/accounts/block_account, c=Fdadmin::AccountsController, acn=block_account, h=172.16.47.134, sts=200, f=json, db=17.85, vw=0.13, rc=16, r=17.51, mc=5, mdr=1, m=4.86, oa=58014, qt=2.316, tdur=272.12, dur=269.8
