The portal says "Signatures are paused while a payment is outstanding"
Why signatures have been paused, why your email is unaffected, and how to switch signatures back on after an unpaid invoice or a trial that ended without a card.
The yellow banner Signatures are paused while a payment is outstanding means Footer365 has stopped adding signatures to your organisation's mail for a billing reason. The text after the colon says which one.
Your email is not affected. As the banner says, Your email is unaffected and continues to send and receive as normal - only the automatic signature is not being added. A billing problem never stops, delays or bounces your mail. Messages simply go out without the Footer365 signature until it is resolved.
Which reason applies
The banner names the reason after a colon:
| The banner ends with | What happened | Go to |
|---|---|---|
| "Invoice" and a number, then "unpaid" | An invoice was not paid through the whole reminder period | Section 1 |
| "Free trial ended without a payment method" | The free trial finished with no payment card saved | Section 2 |
| "Reseller invoice" and a number, then "unpaid" | Your organisation is a reseller, and its own invoice from Footer365 is unpaid | Section 3 |
1. An invoice is unpaid
When a payment does not go through, Footer365 tries again 3, 7 and 14 days after the invoice's due date. If the last attempt fails, your billing contact is warned by email of the date signatures will pause, at least 7 days ahead. If the invoice is still unpaid on that date, normally 21 days after its due date, signatures are paused and your organisation is told by email.
Fix:
- Select View invoices on the banner, or go to Billing, then Invoices, to see which invoice is outstanding.
- If the card on file has expired or been replaced, update it under Billing, then Payment method. The sidebar marks Payment method with a warning when there is no card or it is about to expire.
- Settle the invoice. Missed payments
Once the payment is recorded, signatures switch back on automatically, usually within a few minutes. If more than one invoice is unpaid, every one has to be settled first.
If you cannot see Invoices, you do not have billing access. The banner then asks you to contact whoever looks after billing for your organisation.
2. The free trial ended without a card
The trial is free and does not need a card, but a card has to be on file for the subscription to carry on when it ends. If none is, signatures pause on the day the trial ends and the portal is limited to adding a card.
Fix: go to Billing, then Payment method, and select Add a card. The page reads Your free trial has ended and no payment card is on file. and explains what happens next. Once the card is saved, your subscription starts that day and signatures switch back on within a few minutes. Payment card
If no card is added, the account closes 30 days after the trial ended. The Payment method page shows the date. On closing, if your organisation uses mail flow, Footer365 removes its transport rules and connectors from your Exchange Online and your users' own Outlook signatures are switched back on. With the Outlook add-in only, there is nothing in Exchange to remove. If you do not want to continue, there is nothing you need to do.
Avoid it next time: in the last days of a trial the portal shows Your free trial ends with the date, and an Add a card button. Nothing is charged until the trial ends.
3. Your reseller's invoice is unpaid
This reason only appears on a reseller's or distributor's own organisation. The pause comes from an invoice Footer365 raised to the reseller, which went unpaid through the same timeline as section 1, with the same warning at least 7 days before. A reseller's customers are never paused for the reseller's unpaid invoice: if a reseller bills you, the Invoices page says Billed through your reseller, and your signatures carry on whatever happens between your reseller and Footer365.
Fix: whoever looks after your reseller account settles the invoice with Footer365. Signatures switch back on automatically once it is paid. Working with a reseller
While signatures are paused
- Mail keeps flowing normally in both directions.
- Your templates, rules, campaigns and settings are kept exactly as they are.
- In Outlook, the add-in's pane says Signatures are paused for your organisation., and while writing it says Footer365: signatures are paused for your organisation, so none is added to this message.
- With the Outlook add-in only, each message written in Outlook while signatures are paused is counted on the Coverage page, under the reason "Signatures paused".
Related
Still stuck?
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