Account states and visibility

A venue is provisioned into review and becomes active on approval. If the subscription ends, whether cancelled or unpaid, it is suspended: off the public surfaces, and no new stamps. Data is kept, paying an outstanding invoice brings it back, and customers keep their cards and can still redeem what they hold.

Two gates and several states, and it pays to know which is which.

The states

Pending review, then active on approval. Declined is reversible and carries a reason. Suspended follows the subscription ending. Suspended for risk sits outside both and is triggered by dispute rate.

Two ways a venue ends up suspended

One is that you cancelled, in which case you keep full service to the end of the period you have paid for. The other is that a payment kept failing. We email you and retry the card for about two weeks first, so it is never the first you hear of it.

Both arrive at the same state, and both are reversible. Resubscribing restores a cancelled venue, and paying the outstanding invoice restores one suspended over a failed payment, on its own and without asking us. Neither works once the venue has passed out of the window we keep a closed account for.

The two gates

Listing asks whether the business exists publicly. Anything other than active hides everything, free and paid. Sales asks whether money can legitimately be taken, and hides only paid content for a venue that is already listed.

What a suspended venue looks like to everyone else

It is gone from search and from the map, its venue page no longer opens, and its offers and promotions are not listed anywhere. The counter QR leads nowhere. Your staff can no longer add stamps or points, and nothing new can be published or sold.

Your customers keep their cards. A card for a suspended venue still appears in their app, marked closed, and they can still redeem a reward or a voucher they already hold. That is deliberate, because they earned those or paid for them. Taking them away over your invoice would punish the customer for something that is not theirs to fix.

What suspension does not do

It does not delete your data and it does not take anything from your customers, who keep their own accounts and wallets. It does not stop us paying you what you have already earned. It does not change your venue link either, so signage you have already printed works again the moment you come back.

Common questions

Is suspension the same as deletion?

No. Data is retained, and your customers keep their own accounts and wallets.

Do my customers lose the stamps they collected?

No. They keep their card and everything on it, and they can still redeem a reward or voucher they already hold. What stops is collecting new stamps and points, so a part-finished card stays where it is until you come back.

Can I still be paid while suspended?

Yes. Money you have already earned is still owed to you and still paid out, and a venue we owe money to is deliberately skipped by the data retention purge so we can always reach you about it.

Can I come back after suspending?

Yes. Resubscribing restores the same venue, and if the suspension was over an unpaid invoice, paying it brings the venue back on its own. Neither grants a second free start, and neither works once the venue has passed out of the window we keep a closed account for.

Does suspension happen without warning?

No. If a payment fails we email you and keep retrying the card for about two weeks before anything changes. If you cancel, you keep full service until the end of the period you have paid for.

What is suspended for risk?

An automatic state a venue can be moved to on dispute rate. Fidella puts it back to active after reviewing it.