How to Restore a Suspended or Expired Service

If you receive a suspension message when attempting to access your MantisHub, this is usually because your service has been suspended due to non-payment or you have a trial service that has expired.

The steps to restore your MantisHub depend on why your account was suspended.

Suspension Due to Non-Payment

Your account owner and anyone listed on the cc'd list of your account will have received several emails leading up to the suspension asking them to address non-payment for your account.

It is best to address these issues ASAP as your invoice can become complicated once your account reaches the point of suspension. In such a case, you will need to reach out to the support team to ensure your account correctly reflects any outstanding charges before they can re-enable your service.

Suspension Due to Trial Expiration

If you wish to re-activate a trial that has expired, account owners will have received an email with subject "Your MantisHub trial has come to an end" containing a link to the billing portal.

The link in the email remains valid for up to 30 days after your account has been suspended. Use it to update the payment details and once payment has been processed your MantisHub will be automatically re-activated.

If the service is not re-activated, first confirm that the payment processor accepted the charge and that the billing record shows a successful payment. If the charge was declined, update the payment method or contact your bank before retrying.

Note that for trial services, your MantisHub account will be activated with the plan you signed up to (typically Platinum plan). If you wish to switch plans after the re-activation, you can go ahead and do so and your balance will be adjusted accordingly. That means that if you downgrade to a lower plan, you will be credited any payment difference. If you upgrade to a higher plan or an annual plan, you will only be charged the difference.

Don't forget if anything is unclear or you need any help with the above, you can contact our support team at any time.