Account Suspended or On Hold

Issue Description

If the Silhouette account is shown as suspended when navigating through the Silhouette Design Store, this generally indicates there was one or more missed payments on a current or past subscription.

This may have been caused by one of the following:

  • your credit card is not properly associated with your subscription
  • your credit card information needs to be updated or corrected

If you would like to use a credit card and are experiencing problems or you simply wish to adjust your credit card on account, you may do the following:

  1. Log into your Silhouette account by visiting the Silhouette Design Store section in the Silhouette Studio® software program (or you may simply visit our website home page through a regular web browser)
  2. Once logged in, click on the my account link
  3. Select the Manage My Credit Cards link
  4. Once viewing the cards on your account, delete and/or add your new card as may be desired.

A few points to check that can cause concerns with credit cards being properly saved or charged are as follows:

  • You will want to make sure that all fields are completely filled out
  • Ensure that the expiration date is correct when editing an existing card
  • Ensure that the security code field for your card is entered
  • Ensure you have both a first name and last name present. If you only have a first initial on your card, please ensure there is a space between the first initial and the last name so the system can differentiate between both names.
  • Use only English characters when recording your name and address information. Non-English characters (those with accent marks of any kind) will cause problems with processing your card information in our system.

Once all credit card information is entered and saved, you may opt to have the card as your default card. If there are any missed payments from previous subscription payments, they will be automatically charged as the card is successfully saved.

Performing these steps should update your default card and allow you to check-out correctly, as desired.

Resolution

Please do the following to resolve this concern:

  1. Open Silhouette Studio® and go to STORE
  2. You may also visit our website home page
  3. Log in and click on My Account
  4. The Account Suspended message at the top of this page will give the following options:
    • Update this card: To use the same credit card but update the information, such as expiration date or billing address
    • Add a new card: To use a new credit card or re-add the existing card
    • Use existing card: To re-attempt the missed payment on the current credit card on file or switch to an alternate card already added on your Silhouette account
  5. If you encounter any error message, or if you do not see the above messaging, please go to the My Account link and do the following:
  6. Click on the Manage My Credit Cards option
  7. Click on the existing credit card to edit information OR click Add A New Card
  8. Check the following to ensure the credit card is correct:
    • All fields are completely filled out
    • The expiration date is correct
    • The security code field is completed and correct
    • Both a first name and last name are present
      • If you only have a first initial on your card, please ensure there is a space between the first initial with or without a period and the last name so the system can differentiate between both names
    • A billing address is present and correctly matches your bank account
    • Use only English characters when recording your name and address information. Non-English characters (those with accent marks of any kind) will cause problems with processing your card information in our system.
  9. Once all credit card information is verified and entered, you may check the Make this my default credit card option
  10. Click on Save
  11. If your account is still on hold, please repeat the above steps 1-4, choose Use existing card, and select the new/updated card from the drop down list to process the missed payment manually.

Contact us over email if further assistance is required and report the action that has already been attempted.

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