Your account may have been temporarily blocked due to non-payment, identification of fraudulent activities, or a request to cancel the contract.

⚠️ Attention: Note that, in blocked accounts, the software navigation menus are displayed with a closed padlock icon , indicating restricted access. Even with this restriction, Admin users can view important information, such as invoices and financial documents.

In cases of non-payment, access may be reactivated after the debts are settled. Accounts associated with fraudulent activities will have their contracts canceled, while those that requested cancellation will lose access after the agreed termination date.

How to unlock my account?

Check Payments

Check if there are any outstanding invoices, and if necessary, issue and make the payment.

Refer to the invoice sent by email from Zenvia, request a new one via Chat with Zoe, or issue it directly in Zenvia Customer Cloud by following these instructions:

1. Go to Settings > Financial Information;

2. Click on the payment icon next to the pending invoice.

Check if the registered credit card is valid. To do this:

1. Go to Settings > Plans and Contracts;

2. Click on Manage Cards;

3. Verify the last 4 digits of the card, the cardholder's name, and the registered expiration date;

4. To add a new card as a payment method, click on Add Card;

5. Enter the card details as indicated on the My Wallet screen.

Payments made successfully with a credit card ensure immediate release of the contracted service.

Check General Terms of Service

Refer to the General Terms of Service for more information about policies and usage conditions.

Check Contract Cancellation

View canceled contracts under Settings > Plans and Contracts to check the details of the canceled plan.

If you have any questions, contact the support team to verify the status of your account.