Why is my account suspended?
Overview
Accounts can be suspended for various reasons. This article provides the most common reasons for suspension and what can be done to resolve.
TIP:
The (mt) Media Temple Billing Department is available at 877-578-4000, option 3, from 6am to 6pm Monday to Friday and 8am to 4pm weekends, Pacific Time.
How to know if your account is suspended
In order to find out if an account is suspended, log into your AccountCenter. A message like Figure 1 below indicates that the account is suspended.
Figure 1.
This message does not specify the reason for suspension. Please contact (mt) Media Temple or look through your support request history for further information.
Reasons for suspension
Reasons for suspension include, but are not limited to:
- A chargeback being processed on the account.
- An overdue balance.
- A request to close has been processed on the account.
- A request from our Abuse Department.
- Trademark/copyright infringement.
Chargeback
A chargeback is a reversal of funds which is initiated by the cardholder with their banking institution. As soon as (mt) Media Temple receives a chargeback notification, the account in question is suspended and a $25.00 fee will be added to the account. The account owner will receive notification of a chargeback via support request and services will not resume until (mt) Media Temple receives the required documentation.
How to resolve
In order to un-suspend an account that has been suspended for a chargeback, (mt) Media Temple will need to receive a copy of the new credit card that will be used for payment on the account, along with the photo ID of the cardholder. (mt) Media Temple also requires a document, on company letterhead, authorizing the charges of the new credit card. If the chargeback was submitted in error, then you can call your banking institution and reverse the chargeback. If a chargeback is reversed, then (mt) Media Temple will need to receive the reversal code to un-suspend the account. Please refer to your support request for further information on resolving a chargeback on your account.
Overdue Balance
A (mt) Media Temple account is suspended for an overdue balance when payment has not been received in the allotted time frame. All charges are to be considered due once posted, unless otherwise noted in the account terms. An account suspend notice will be sent to the account owner prior to suspension. If the overdue balance is not paid within 30 days of the suspension, then the account will be closed and all data deleted.
How to resolve
(mt) Media Temple must receive full payment in order to un-suspend an account that has been suspended for an overdue balance. Payment can be completed through the AccountCenter or over the phone by calling 877-578-4000, option 3.
Request to Close
A (mt) Media Temple account is suspended because of a request to close once the close date has been reached. The suspension occurs on the morning of the close date to ensure that no further charges will be charged to the account while the request to close is processed. All contacts on the account will be notified when a request to close is submitted and when it has been processed.
How to resolve
If resolution is required in the case of suspension due to a request to close, please contact (mt) Media Temple as soon as possible at 877-578-4000, option 3, to cancel the request to close. There is no guarantee that your attempt to contact (mt) Media Temple will come prior to the request to close being processed.
Abuse
In the event that your account has been identified by our Abuse Department as violating our Acceptable Usage Policy, you will be notified via support request prior to suspension. (mt) Media Temple considers the following situations to be abuse:
- Hosting a phishing site
- Spamming
- Exceeding outbound sending limits for email on the (gs) Grid-Service
NOTE:
If your site has been exploited or hacked, this is also considered abuse and your (mt) Media Temple account can be subject to suspension.
How to resolve
Resolving an abuse situation is a case-by-case scenario and you will need to refer to your support requests for instructions on how to proceed.
Trademark/Copyright Infringement (DMCA)
It is our policy to respond to all notices of alleged copyright infringement. Our response to these notices may include removing or disabling access to material claimed to be the subject of infringing activity and/or terminating subscribers. If we remove or disable access in response to such a notice, we will make a good-faith attempt to contact the owner or administrator of the affected site so that they may make a counter notification if desired.
NOTE:
You will receive a notification requesting removal of the infringing content within 48 hours. If you do not remove the content, we will disable it for you. Failure to comply with DMCA notification can result in account suspension or termination. For more information regarding (mt) Media Temple's DMCA policy, please visit the DMCA legal page.
How to resolve
If an account is suspended due to a DMCA violation, the infringing content will need to be removed or disabled before service can be restored. Please refer to your support request for further information.