A hold pauses new purchases on net terms until your account is back in good standing. It doesn't close your account, and you can still pay any invoice you owe.
Why accounts go on hold
- An invoice is past due. Accounts can go on hold once an invoice is 15 days past due, and all accounts go on hold at 30 days past due.
- A payment was returned. If an ACH payment fails, the account goes on hold until the payment is made another way.
- The account has been inactive. Accounts with no invoices in the past 6 months and no credit review in the past 12 months are put on hold automatically.
How to see what's holding up your account
Log in at app.resolvepay.com and open the Invoices tab. Past-due invoices and any late fees are shown there.
How to get the hold lifted
If you're on hold for past-due invoices, pay every past-due invoice along with any late fees on them. For most accounts with a good payment history, the hold lifts automatically once that payment clears. If the hold did not lift, a reinstatement request must be submitted. You can do this through the Overview page int he dashboard or reach out to help@resolvepay.com.
If you can't pay in full right now, you may be able to extend the due date or pay in installments if invoice isn't past due. See Extend the due date on your invoice. If the invoice is already past due, you can create a payment plan.
If a payment was returned, pay the invoice again by another method (see How do I pay my invoices?), and update your bank details if they changed (How to update Buyer banking information).
If your account was paused for inactivity, email help@resolvepay.com or ask your supplier to request a reinstatement. We may ask for updated financials before reopening the line.
Already paid, but still on hold?
Payments can take a few business days to clear (see How long does it take for my payment to process?). If your payment has cleared and the hold is still there, email help@resolvepay.com with the payment date, amount and reference number, and we'll review it.
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