Your Narrative account is suspended when we can't take your renewal payment. When your plan renews, we try to charge your card up to three times over seven days. If the payment still hasn't gone through after the third try, your account is suspended until it's paid.
You'll have had emails telling you each payment didn't go through. You can also see your invoices in your Narrative account.
How do I fix a suspended account?
To fix a suspended account, work through these steps:
Update your card. An expired or old card is the most common reason. In Narrative, click Update Payment Details, or add or change your card in your account. When you add a new card, we try the payment again straight away.
Check with your bank. Your bank may have blocked the payment, or your card may not allow this type of purchase. Ask your bank about the declined Narrative payment, including any online, international or subscription limits.
Check your invoice. Once the payment goes through, you'll get a receipt by email and your invoice shows as paid.
What if my account is still suspended?
If you've paid but your account is still suspended, or you can't fix the payment yourself, contact us through the chat bubble or at [email protected]. Our team can help unlock or reactivate your subscription. Tell us your account email, the invoice number and any message you saw. Never send your full card details.
What if the suspended account is for Publish?
Publish is a separate app with its own subscription. If your Publish payment is overdue, your published blog posts aren't live and you can't use all of Publish until it's paid. Contact us if you need help getting your posts back online.
Are my photos deleted when my account is suspended?
Your photos aren't deleted when your account is suspended. They stay where they are on your computer or drive.