Why is my account on hold?

When an account is on hold, usually it's because we were unable to process your payment. A few things could be wrong:

  • The method of payment on file is invalid or expired
  • The card has not been authorized for online recurring transactions (especially common with government-issued or prepaid cards)
  • The method of payment does not have sufficient funds for the transaction

If you need to update your payment information, just head to Trace+ account. If you believe the card on file should work, please contact your bank or card issuer. If you're still having trouble, please feel free to contact us.


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