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, we email you to let you know, including the date your dashboard stays active until, and you’ll see an outstanding invoice notice in your account. Your dashboard keeps working in the meantime, but plan changes are paused until the invoice is paid. You can update your card on the Payment tab of your billing settings or, if you’ve called your bank to allow for payments to Fathom (or you’ve cleared up your limits), keep the same credit card.
We retry the payment automatically, and we won’t cancel your subscription because a payment failed. If an invoice is still unpaid 15 days after it was issued, we lock your dashboard, shared dashboards, email reports and API access, and send you an email to let you know. Your sites are still tracked while your account is locked, so you won’t miss any data, and your billing and account settings stay available.
To unlock your account, open the Payment tab of your billing settings. It lists each open invoice and the total owed. Add a card that pays them, and your dashboard unlocks straight away. If you get stuck or think your account was locked by mistake, get in touch and we’ll help.
If your subscription has already been cancelled, you can re-subscribe by logging in.
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.