Account Suspension Issue After Payment – Need Assistance

Product Discussions
1

Hi Storj team,

I already opened a support ticket regarding this issue, but I haven’t received a response yet.

My billing status shows PAID, however my account is still suspended and services are unusable.
I believe the account may require manual reactivation.

Ticket ID: 33961, 33959
Payment date: Topup 10 USD at 21 Dec 2025, Payment invoice 5 USD at 22 Dec 2025

Could someone from the team please help check or escalate this?

Thank you.

WhatsApp Image 2025-12-22 at 1.38.18 PM
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2

Hello @Lance3211,
Welcome to the forum!

Storj Labs working in US Business hours accordingly ToS. However, I already answered on your tickets.
Unfortunately the “Add Funds” feature doesn’t work for past due invoices, this balance can be only used for future invoices.
To pay the outstanding invoice yourself there are two methods:

  1. Add another card, this will trigger the attempt to pay the outstanding invoice, and if it would succeed, the account will be unfrozen immediately
  2. Download the outstanding invoice from the Billing History, open it and use the online payment link from it. After invoice will be paid the account will be unfrozen automatically within 24 hours.

Since you informed, that you paid the outstanding invoice, but the account is still frozen, I may assume that you used the second method.
I forwarded your request to the team, but it may happen, that your account will be already unfrozen when the team can start work on the request.