If you see a banner in Acenda Admin that reads "The store is disabled as of <date>. Access is disabled as of <date>.", access to your account has been paused. This happens when your account has past-due invoices. Only access to the admin is blocked; your store keeps running. This article explains what still works and how to get access back.
Never send card or bank details in a support chat. Send payment details only to accounting@acenda.com.
What does the banner mean?
The banner shows the date access was paused. While it's showing, you can't sign in to or use the Acenda Admin tool. Nothing else is affected.
Is my store still running?
Yes. Even though the banner says the store is disabled, only access to Acenda Admin is blocked. Your store keeps running as normal.
What still works?
Listings stay live on your sales channels.
Inventory and order syncs keep running.
Your channel integrations keep working.
Your data, items and settings are kept.
Why is access disabled?
Access is disabled because of late payment: your account has one or more past-due invoices, or there's another billing issue on the account. Per your service agreement, access stays disabled until all open past-due invoices are paid in full.
How do I restore access?
Check your email for your most recent invoices. Invoices are emailed to your billing contact and aren't available in the admin.
Pay all open past-due invoices in full. Partial payment doesn't restore access. If you need a copy of an invoice or a payment link, or want to update your payment method, email accounting@acenda.com. See How to access, save or print the Payment Authorization Form.
After you've paid in full, contact Acenda Support and let us know, so we can confirm the payment with accounting and turn access back on.
Sign in again. If you were signed out, see How to sign in to Acenda Admin.
Billing questions about charges, late notices or your plan go to accounting@acenda.com. For your account's privacy, Acenda Support will point you there too.
When is access restored?
Per your service agreement, access is restored once all open past-due invoices are paid in full and Acenda accounting confirms the payment.
Acenda Support is available 9 AM to 5 PM PT, Monday through Friday, and closed on major holidays. Messages sent outside those hours are answered the next business day.
How to avoid it
Make sure invoices go to an inbox someone checks, such as your accounts payable team. To change or add a billing contact, email accounting@acenda.com.
Keep your payment method up to date.
If you expect a payment to be late, email accounting@acenda.com before the due date.
Troubleshooting & FAQ
Will my listings and orders keep syncing while access is disabled? Yes. Listings stay live, and inventory and order syncs keep running. Only access to Acenda Admin is blocked.
Does a partial payment restore access? No. Access is restored once all open past-due invoices are paid in full and Acenda accounting confirms the payment.
Where do I get a copy of an invoice? Invoices are emailed to your billing contact and aren't available in the admin. Email accounting@acenda.com for a copy or a payment link.
What do I do after I've paid? Contact Acenda Support and let us know, so we can confirm the payment with accounting and turn access back on.
Can I send my card details in a support chat? No. Send payment details only to accounting@acenda.com.
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Still have questions? Contact Acenda Support.
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