If your organization is on hold or suspended
How to ask for a review when an organization is on hold or suspended, what to include, how the review is tracked, and why cancelled and terminated accounts cannot be reviewed.
A hold and a suspension are the two states you can ask us to look at again. This page is how to do it, and what to expect.
A hold or a suspension is not always billing related, and the reason that applies to you is the one we state to you: the blocked screen names it. Where the reason is an unpaid invoice or a failed payment method, the faster route is in Billing for your organization: settling it restores access without a review.
Ask for a review
- Open your organization in the dashboard. The blocked screen states the status, the reason, and since when.
- Choose request a review. The button is there when the state allows one, and it is the server's answer rather than a decoration.
- State what happened, in your own words, and why you think the state is wrong or should be lifted.
- Watch for the answer in the same place. The dashboard shows the request as open until it is answered.
What to include
- What you think happened, plainly. If a payment failed, say which invoice and what you have done about it.
- Why the state should be lifted, if it is not obvious.
- Anything a person would need to check your account: an invoice number, a name, a date.
You do not need to argue in legal language. A review is read by a person who has the account in front of them.
What a review is not
It is not a second opinion on a decision that has already been made. A cancelled organization has an agreement that has ended, and a terminated one has a finding against it. Neither offers a review, and neither should: a form that routes nowhere leaves someone waiting for a reply that is not coming.
If you believe a termination is wrong, contact us rather than waiting on a review button that is not there.
While you are waiting
Nothing is deleted. Your work and your data are safe, and requests resume when the state changes. Members cannot send requests in the meantime, and they see the same reason you do.
Related articles
- Organization status: what each one meansActive, on hold, suspended, cancelled, and terminated. What each state does, why only two of them can be reviewed, and what happens to your work in each.
- Billing for your organizationHow an organization is billed: seats bought and managed in the dashboard and paid through a payment portal, or an Enterprise agreement invoiced by purchase order. Who can see it, and where invoices live.
- Your organization dashboardWhat each section of your organization dashboard holds, from members and teams to usage, billing, policies, the audit log, and the conversation archive. And who can see which part.
- How to get supportHow to reach Dropstone support, what to include so we can help quickly, and the right address for billing, privacy, security, and enterprise questions.
- Service statusstatus.dropstone.io shows whether Dropstone is operating normally, with current incidents, their updates, and history. Check it first when something is not working.