My account was disabled — what does it mean and what do I do?
A disabled account is a decision by the platform administration, not a subscription issue, and renewing does not lift it. See what you will see and how to contact the administration.
If you're told your account is disabled, the Elmatajer administration has stopped the account — usually because of a breach of platform policies or while a matter is being reviewed. This is different from a subscription ending.
What you'll see
- When signing in: the message "Your account has been disabled by the platform administrator. Please contact the administrator for details."
- If you were already signed in: the dashboard switches to the "Account Status" page titled "Your account has been disabled". If the administration added a reason, it appears under "Reason for disabling", and there may be a button to the policy that was breached.
- The sidebar only shows "Account status", "Contact the administration", "Help Center" and "Profile".
- Your storefront appears paused to customers and they can't order.
- You may receive an email about it at your login address.
How is this different from a subscription lock?
| Subscription lock | Disabled account | |
|---|---|---|
| Cause | Your trial or subscription ended | A decision by the platform administration |
| Page title | "Your free trial has ended" or "Your subscription has expired" | "Your account has been disabled" |
| Fix | Renew your subscription | Contact the administration |
Important: paying or renewing does not re-enable a disabled account — that's why the renew button isn't shown in this state. Don't pay before you've contacted the administration.
What should I do?
- Read the "Reason for disabling" and the policy mentioned, if shown.
- Click "Contact the administration" in the sidebar, or open the contact page.
- Include your store name and login email, and explain the situation or the steps you've taken to fix the problem.
- Wait for the administration's reply. As soon as the account is re-enabled, your store and dashboard return exactly as they were.
Your data, products and orders are not deleted because of the suspension.
If you're a staff member: seeing the same disabled message at sign-in usually means the store owner has paused your account — talk to them first.
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