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 a link to pay the invoice, and you’ll see an outstanding invoice notice in your account with a button to pay it. Your dashboard keeps working in the meantime, but plan changes are paused until the invoice is paid. You can pay with a new credit card 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.
We retry the payment automatically and email you after each failed attempt. If we still can’t collect payment after the final attempt, your subscription is cancelled and your data is queued for deletion, so please pay the outstanding invoice before then. 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.