Before an Account Suspension
To help prevent interruptions, we send billing and renewal notifications when action may be needed on your account.
Depending on the situation, these notifications may include:
Renewal reminders before your subscription renews
Failed payment notifications
Outstanding invoice reminders
Additional billing communications when action is required
We encourage you to review these messages promptly and update your payment information if needed.
When a Billing Issue Occurs
A billing issue can occur for several reasons, including:
A renewal payment fails
A payment method has expired
An invoice remains unpaid
A bank or card transaction is declined
Another account billing issue requires resolution
When this happens, we’ll notify you by email and may also display an in-app notification with instructions for resolving the issue.
If your account remains accessible, the notification banner will provide options to:
Update your payment information
Submit a credit card authorization form
Contact your Account Manager for assistance
Days 1–3: Grace Period
Your account remains fully active during the 3-day grace period.
During this time:
You can continue using D-Tools Cloud normally
Reminder emails may be sent to help you resolve the issue
In-app notifications may remain visible when users log in
You can update your payment information or contact your Account Manager directly
We recommend resolving any billing issues as quickly as possible to avoid an interruption in service.
If Your Account Is Suspended or Canceled
If a billing issue is not resolved within the applicable grace period, your subscription may be suspended or canceled.
When a subscription is canceled and the grace period ends:
You and your team may lose access to D-Tools Cloud
You may be unable to sign in to your account
Access to proposals, projects, catalog data, account settings, and other account information will be suspended until the subscription is reinstated.
The exact timing may vary depending on your subscription type and billing arrangement.
Your Data Is Safe
Even if your account is suspended or canceled, your data remains preserved.
Your proposals, projects, catalog information, settings, and other account data are not immediately deleted and can be restored when your account is reinstated.
How to Reactivate Your Account
To restore access, you’ll need to resolve any outstanding billing issues associated with the account.
Option 1: Update Your Payment Information
If your account was suspended due to a payment issue, you may be able to:
Use the payment update link provided in billing communications
Submit the ACH or credit card authorization form
Update your payment method through your billing settings (if accessible)
Once payment has been successfully processed, your account can be reinstated.
Option 2: Contact D-Tools
If you need assistance, we’re here to help.
Contact your Account Manager directly
Email billing@d-tools.com and include your account number
Our team will review your account and help restore access as quickly as possible.
How to Avoid Future Billing Interruptions
A few simple steps can help prevent future access issues:
Keep your payment method up to date
Ensure the correct billing contact is receiving account notifications
Consider ACH payments to avoid card expiration issues
Review renewal and billing reminders when they arrive
Contact your Account Manager if your billing information changes
Tip: You can view your current subscription and billing information from Settings → Billing within D-Tools Cloud.
Need Help?
If you have questions or need assistance our team is happy to help:
• Email us at cscloudteam@d-tools.com