FaxMaker Online users associated with an active subscription may receive the following error notification when attempting to send faxes:
Error Message: ERROR: Account is locked or Invalid
This error indicates that the account is locked because of an insufficient credit balance.
Administrators are advised to regularly monitor their subscription information by following the steps outlined in Understanding your Subscription Account Balance and always taking measures to replenish their balance as the account will be automatically locked once the account runs out of credit.
The support agent will see the following when checking the affected account's subscription status:
To continue using FaxMaker Online after your account is locked due to insufficient balance, it is necessary to add credits by purchasing a new subscription after the account is unlocked.
Customers should contact their reseller for further assistance in recharging the account so that they are able to start sending and receiving faxes. Alternatively, you can contact the GFI Sales team via <firstname.lastname@example.org> as outlined in Contacting GFI Sales if you have any queries on billing issues.
Refer to Checking the Reason for Locked Users/Admins or Deleted Accounts to understand different scenarios that can trigger account locking before proceeding with the next step.
Support agents can log on to the Concord portal and unlock the customer account by clicking on the gear icon next to the user and selecting 'Unlock User Account'.
Before unlocking a customers account, confirm the following:
- Agents can unlock accounts if no more than 30 days have elapsed since the "Next Payment" date. In the example below, it would be acceptable to unlock the account up to 05/30/2020.
- If more than 30 days have passed since the "Next Payment" date, agents should not unlock the account and redirect the customer to email@example.com. Once the customer is redirected, the ticket can be closed.
This will enable the customer to log in to the FaxMaker Online Portal and renew their subscription.
Inform the customer to renew their subscription within 3 days.
Confirm that administrators can now log on to the FaxMaker Online Administrator Portal and users can send and receive faxes without the error message after the account has been unlocked and adequately funded by purchasing a suitable subscription plan.