Why is my subscription suspended?

This guide covers why your subscription may be suspended and offers tips on how to resolve the issue.

Quick Links

• How do I know my subscription is suspended?
• Resolving Card Declined Errors
• Restoring Suspended Subscriptions
• I’m manually invoiced and my subscription is suspended - why?

If you’ve logged into your account and see a message that your subscription is suspended, it likely means we were not able to charge your card for your renewal payment.

Some other indications that your account may be suspended:

• You are unable to access your Moz Pro Campaigns
• You do not see any active locations listed in Moz Local

Some reasons why payments are declined are:

• The payment method is invalid
• The billing details were entered incorrectly
• There's an issue with your bank

Possible solutions include:

• Trying another credit card
• Contacting your bank and try again
• Arranging to pay via manual invoicing (Available for annual Moz Pro plans only)

If you need to update the credit card on file for your account, please see our guide here.

If your subscription is suspended we’ll automatically retry your card 6 times. To help with the process please try to clear any issues with your bank, or add a new card here https://moz.proxybugs.com/billing, and then reach out to help@moz.proxybugs.com from your account email so we can retry your card.

If your bank is declining the transaction for your renewal, Moz is not able to resolve this error on our end. Please contact your bank to ensure there are no blocks in place keeping the transaction from processing successfully. Once you have discussed this with your bank, they may need to lift and blocks or flags in place, please reach out to help@moz.proxybugs.com from your account email so we are able to reattempt the charge. Please provide us with the last 4 digits of your card and the name on the card.

If you have just updated your card within your account, the system will automatically attempt to charge the outstanding balance on your account to the new card. It can take a few minutes for this to be reflected in the system and for your suspended subscription to be reactivated.

If you are manually invoiced for your subscription and have lost access to the Moz Pro tools, it likely means we did not receive payment for your renewal invoice. Please verify with your accounting department that they received the invoice and payment was remitted. Once payment is received, your subscription will be reinstated.

If your accounting team did not receive the invoice or they remitted payment and your account is still suspended, please email help@moz.proxybugs.com with the following information.

• The email address associated with the account
• The date the payment was remitted
• The method by which the payment was remitted
• The request for a new copy of the invoice with the best email to send it to