Suspended

There are a number of reasons why you are seeing this page and before you contact us please read below as it contains information about why an account is put in to suspension and what you can do to re-enable your services. We want to work with you to get you back up and running as soon as possible, please be aware that the suspension of an account is automatic and can only be removed when the issue has been fully resolved.

BILLING & LATE PAYMENT

When a invoice becomes more than 24 hours overdue the account is automatically suspended.

Missing a payment is an oversight that is made by all of us from time to time and your account may have been suspended if you have forgotten to pay our invoice. Should this be the case you can bring your account up to date using your debit or credit card. When payment is received by us the suspension will be removed within 2 hours.

if OUR SYSTEM HAS DETECTED malicious activity

Other reasons for the suspension could be because our system has detected a risk and has locked your account to keep the content safe. This risk could be that a file containing malware or a virus has been detected by our antivirus systems. In this situation there is an automatic attempt to remove the threat. If an automatic attempt fails then your account will automatically lock and we will receive an alert.

When we receive an alert to a threat causing an account to lock a Level 3 Ticket is automatically passed to our technicians and marked as Priority. Once the threat has been resolved your account will be automatically unlocked. If we need to contact you about this we will use the 'person to contact' information that we hold for you on our systems.

What happens next

Depending on the reason behind the account suspension it can usually be resolved easily and the suspension removed within 2 hours.

To resolve billing issues

If your account is locked because of late payment then you can pay online using any of the methods below.

Payment via bank transfer:

ACCOUNT NAME: CLIENT IN THE CLOUD LTD ACCOUNT NUMBER: 14473898 SORT CODE: 04-06-05

Please ensure that you use the reference found at the top and bottom of your invoice when you make payment. This allows us to locate your payment quickly and avoids a delay in lifting the suspension. If you are unable to locate your invoice you can try searching your email account using the following search: citc-*-00* if you are still unable to locate your invoice please use your company name as reference.

Debit and credit card payments:

You can make payment using a debit or credit card through PayPal by clicking HERE

On the page that opens you enter the amount that you want to pay and follow the instructions given to complete the process. You will need a PayPal account to use this option. When payment has been made we will receive notification automatically.

There is a fee of 2.5% of the total amount plus 30p charge for the transaction. This is a charge made by PayPal. Client-in-The-Cloud is not responsible for these fees. Further information about the fees that PayPal charge can be found by visiting: PayPal Consumer Fees - Transaction Fees | PayPal UK

What happens after you have made payment

When you make payment using any of the methods above we are automatically notified and if the outstanding balance is paid in full your account suspension will be removed and your services fully restored within 2 hours of notification being received.

if you believe that this suspension is made in error

If you have made payment on your account and believe that this suspension is in error you should contact us immediately. Please note that until the payment has been located and applied to your account that this suspension will remain in place.

You will find contact information at the top of any invoice, email or correspondence previously sent to you by us. We do not publish this information on this page for security reasons and protection against trolling and web scraping.