This article explains how the Poli platform works when an account is suspended due to outstanding financial issues and which actions are required to restore access. When a financial issue is identified, Poli temporarily suspends the company’s account. From that moment on, the platform operates under the following rules:

Suspended account modal

• All users within the company will see an informational suspended account modal.
• This modal cannot be closed until the outstanding balance is settled.
• The modal displays:
• • Due date
  • Original amount
  • Updated amount
  • An option to access the invoice or contact the finance team

Channel behavior during suspension

During the suspension period:

• ✓ Channels remain connected
• ✓ Messages continue to be received normally
• ✗ Users are unable to reply to contacts while the account is suspended

This ensures that no message history is lost, while customer interactions are temporarily blocked until payment is completed.

Are my messages safe?

Yes. Even while the account is suspended:

• All incoming messages are securely stored on the platform
• No messages are lost
• Once the payment is confirmed and the account status is updated, messaging can resume normally

How can I restore my account?

To restore access, users can:

• Access the invoice available in the modal and complete the payment
• Contact Poli’s finance department using the button:
• • “Send an email to Finance”

After payment confirmation, the account status will be updated and chat access will be automatically restored.

Important notes

• The suspension applies to the entire company, not to individual users
• While the account is suspended, sending messages is not allowed, whether manually or automatically
• Financial regularization is the only way to remove the restriction

If you still have questions, please contact Poli support.