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When a Jaxxton account is suspended, every card on the account stops working immediately — transactions are declined at the point of sale. You can still sign in to the app, where a banner at the top of the screen shows the reason and links directly to support. There is no self-serve way to lift a suspension. Contact support and they’ll act as quickly as possible.

What to do right now

Email support@jaxxton.com and include:
  • Your company name
  • The reason shown on the suspension banner in the app (if visible)
  • Any time-sensitive context — for example, if you have ad spend, scheduled payments, or bill payments going out today
Flagging urgency in your message helps support prioritise. The team can see your account status as soon as they pick up your message.

Why accounts get suspended

Failed payment

An outstanding payment didn’t process successfully. What support will do: Confirm the failed payment and either retry it or work with you to settle the balance. The suspension lifts once the payment issue is resolved.

Suspicious activity

A hold was placed on the account due to activity that required review. This protects your account while the activity is investigated. What support will do: Review the activity with you and lift the suspension once confirmed. When the activity is legitimate, this is typically a quick process.

Inactivity

The account hasn’t had activity for an extended period. What support will do: Lift the suspension promptly once you confirm you want to resume using the account.

No reason specified

If the banner just says “Account suspended” without a specific reason, contact support at support@jaxxton.com with your company name. Support will explain the cause and what’s needed to resolve it.

What’s affected while suspended

  • All cards decline — including virtual cards used for recurring charges such as ad platforms, subscriptions, and software tools
  • New charges can’t be processed until the suspension is lifted
  • You can still sign in to the app and view your transaction history and account details

After the suspension is lifted

Cards start working again immediately once support lifts the suspension — no action needed on your side for the cards themselves. Any charges that failed during the suspension won’t retry automatically. You’ll need to reprocess those manually or contact the relevant vendors to re-run the payment.
If you have recurring charges or ad spend running on a fixed schedule, check with those platforms after your suspension is lifted to confirm payments processed correctly. Failed charges on ad accounts can affect campaign delivery.