Why is my account locked?

Unpaid invoices and unresolved plan overages can restrict access to your account. Check the message in your account and the emails we have sent for the reason and the steps to restore access.

Read our billing FAQs to learn more about how billing works with Fathom.

If previous invoices haven't been paid

If your credit card has expired or doesn’t have enough balance to pay, we cannot collect the money owed for using Fathom. When this happens, your account gets locked, and you’ll have to enter a new credit card to pay all outstanding balances. Or, if you’ve called your bank to allow for payments to Fathom (or you’ve cleared up your limits), use the same credit card.

When you complete the billing page to unlock your account, all failed invoices from the past will be paid simultaneously, and your account will unlock. That means if you haven’t paid us for seven months and you add an active credit card, all seven payments will be withdrawn from your card balance (as that’s what’s owed to us).

If you are consistently over your plan limit

If usage remains over your plan, we email you to request an upgrade. We send reminders and a final notice with a grace period before locking dashboard and API access. Your emails explain the deadline.

You approve the plan upgrade yourself. Analytics collection continues while access is locked for an overage, and your historical statistics remain stored. An upgrade restores access; a usage review can also unlock access when current usage returns within your plan. See exceeding your plan limits for details.

Once your plan upgrade is complete, you can see your dashboard as usual. And, of course, if you feel you are on the wrong plan, simply email us and explain why.

If you don’t want to upgrade to the more accurate plan (based on your page views over several months), you can cancel your account.