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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 TracePlay 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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