My account is paused or suspended

What the "Subscription inactive" state means, why your agents stop accepting calls, and how to reactivate your account.

What you see

When your subscription is inactive, two things happen:

• A red banner appears at the top of every page: "Your subscription is inactive. Your agents are paused."

• The sidebar shows "Subscription inactive" with a Reactivate link.

Your agents stop accepting calls until you reactivate.

Common causes

Trial ended without a payment method. Pro and Business trials last 14 days. If you did not add a payment method before the trial ended, your subscription is automatically canceled and agents are paused.

Payment failed (past due). If your card is declined, the sidebar shows "Payment failed" and prompts you to update your payment method. VoiceCraft retries the charge automatically. If all retries fail, the subscription moves to inactive.

You canceled your plan. After the billing period ends for a canceled plan, agents are paused automatically.

Note: If your agents stop taking calls but your subscription is still active, check whether your daily spend cap was reached. When the cap is hit, calls go to voicemail for the rest of that day — the cap resets at midnight and your agents resume automatically.

How to reactivate

1. Go to Billing from the user menu, or click Reactivate in the sidebar.

2. Click Manage to open the Stripe billing portal.

3. Update your payment method or resubscribe to a plan.

4. Once payment succeeds, your subscription reactivates and your agents resume accepting calls immediately.

Alternatively, click Change plan on the Billing page to choose a new plan and go through checkout again.

Your data is safe

Pausing does not delete your data. Agents, call history, transcripts, contacts, and configurations are all preserved. Reactivating restores everything exactly as you left it.