If your profile is blocked for charging sessions, this will be shown directly in the profile section of the app. In this case, no further charging sessions can currently be started.
Why is my profile blocked?
There are usually two reasons why a profile may be blocked:
1. No valid payment method on file
Either no payment method is stored in your profile, or the payment method on file is no longer valid.
2. Outstanding balance on the profile
There is an outstanding balance on your profile. This is usually the case when, after a charging session, the outstanding amount could not be collected successfully in full. Outstanding amounts are also shown in the Me section of the app. You can find more information in the Help Center article Account Credit and Outstanding Balance.
Why is a profile blocked automatically?
Due to increasing cases of fraud and credit card misuse, we are required to introduce additional fraud prevention measures.
If, after a charging session, the payment cannot be fully processed or collected, the affected profile is automatically blocked from further charging sessions for security reasons.
What can I do if my profile is blocked?
Please contact our support team in this case.
We will review the issue together with you, identify the cause, and depending on the case, try to collect the payment again or clarify the problem. Once the payment has been successfully processed or the issue has been resolved, your profile will be reactivated and you will be able to charge again as usual.
Important to note
The block always applies to the respective profile. If you use multiple profiles, please check whether the notice appears in your private, professional or business profile.
Thank you for your understanding.