If I change the customer’s billing profile, will that update their suspension automation settings?
Yes. If you update the customer's billing profile and inherit the automation settings, this will update the customer’s suspension automation.
Can I manually suspend / unsupend an account?
Absolutely. You do not have to use the automated options, you can always manually suspend an account. If an account is suspended from an automation rule, you can still manually unsuspend the account.
Can an account not automatically be unsuspended if they make a payment?
Not if suspension automation is enabled for that customer. If the customer issues a payment and that payment is enough to bring the account out of their past due status, creates a balance less than their credit limit (or the combination of both), the system will automatically unsuspend the account. If you have an account in suspension that you do not want removed from suspension for payment, disable Suspension Automation for that customer.
Will the system send my team a notice of who has been automatically suspended that day?
Not at this time, however our Support team is happy to help configure a report that can send automatic notifications regarding suspension status.
What happens if I use the Account groups to change the billing profile for a group of customers?
The billing profile will update for all of the customers in the Account group and by default will inherit the suspension settings from that billing profile. You can adjust the suspension rule as needed for each customer after updating the billing profile in bulk.
Partial payments may not restore service.
Service is only restored when the account no longer meets suspension criteria. The account must be fully brought back within terms (past-due balance or credit limit) before it can be automatically unsuspended. If multiple invoices triggered suspension, all must be resolved. Paying only part of the balance won’t restore service.
Why does an account remain suspended after changing to a billing profile with suspension automation disabled?
If an account is already suspended due to suspension automation, changing the profile to a billing profile where suspension automation is disabled will not automatically unsuspend the account.
This is because suspension and unsuspension actions are only evaluated when suspension automation is enabled—either through the billing profile or custom suspension settings. When automation is disabled, the system no longer evaluates conditions (such as credit limits or days late), so the account remains in its current state.
To change the account’s status, you’ll need to either:
Re-enable suspension automation with valid parameters, or
Manually update the account’s suspension status.
Top 3 Things to Check Before Troubleshooting Suspension Issues
1. Proration Settings (Most Common Issue)
Billing behavior during suspension is controlled by the Proration setting in the Billing Profile or customer account.
If charges look incorrect (too high, too low, or missing), check this first.
2. Suspension Rules (Days Late / Credit Limit)
Accounts are suspended based on the rules you set:
Number of days past due
Credit limit exceeded
If an account is suspended (or not suspended) unexpectedly, verify these thresholds.
3. Payment Doesn’t Fully Resolve the Issue
A payment will only restore service if it fully clears the suspension condition.
If multiple invoices are past due → all must be covered
If over credit limit → balance must drop below the limit
Partial payments may not unsuspend the account.
🔹 1. Billing Profile vs Customer Override (BIG one)
Why isn’t my change applying to a customer?
Customers inherit suspension settings from their Billing Profile by default. If a customer has overrides enabled, changes to the billing profile will not apply to that account.
👉 Check if “Inherit from billing profile” is enabled on the customer.
🔹 2. Why did this account suspend “earlier than expected”?
Why was the account suspended sooner than I expected?
If both rules are enabled (days late and credit limit), the account will be suspended as soon as either condition is met.
🔹 3. Why didn’t automation match my manual expectations?
Why didn’t the system follow my one-off exception?
Automation follows the configured rules exactly.
It does not account for one-time exceptions or special arrangements unless you:
Disable automation for that customer, or
Override their settings
🔹 4. Can I still manually control accounts?
Can I manually suspend or unsuspend an account?
Yes. Automation does not remove manual control—you can still suspend or unsuspend accounts at any time.
🔹 5. Why didn’t an account automatically unsuspend?
(This complements what you already wrote, but slightly sharper framing)
Why is the account still suspended after payment?
The system will only unsuspend the account when the original suspension condition is fully resolved (past due balance or credit limit).
If not, the account remains suspended.
🔹 6. How do I see what actually happened?
How can I tell if a suspension was automatic or manual?
Check the Suspension History log on the customer account.
Automated actions are labeled as system-generated
Manual actions show the user who made the change
🔹 7. Why are customers still being billed while suspended?
(Pairs nicely with your proration callout)
Why is the customer still being billed during suspension?
This is controlled by the Proration setting.
ON → billing is adjusted during suspension
OFF → full billing continues
Check this setting in the Billing Profile or customer account.
🔹 8. What happens when I bulk update billing profiles?
Will updating a billing profile affect multiple customers?
Yes. When you update or assign a billing profile, customers will inherit those suspension settings by default.
You can still adjust settings individually afterward.