Account Credit Hold - FAQ – Home

What does "Account on Credit Hold" mean?

If you received a notification that your account has been placed on credit hold, it means there is one or more past-due invoices on your account. While your account is on hold, Acutrack will not be able to ship any fulfillment orders until the outstanding balance is resolved.

Why did I receive a credit hold notice?

Credit hold notices are sent automatically when an invoice remains unpaid past its due date. Common reasons include:

Missed payment: An invoice was not paid by the due date.
Payment processing delay: Your payment was made but has not yet been applied to your account.
Auto-pay issue: If you are on auto-pay, your credit card on file may have been declined or expired.
Billing discrepancy: A dispute or adjustment is pending on an invoice.

I already paid. Why am I still on hold?

If you have recently submitted a payment, it may take up to 24 hours for the hold to be automatically released once your payment is processed and applied. If your hold has not been lifted after 24 hours, please contact your Customer Success Specialist or email t1support@acutrack.com with your payment confirmation so we can release it right away.

How do I get my account released from credit hold?

Check your outstanding invoices in the Acutrack Portal under the Billing section.
Make the payment for any past-due invoices.
Email us at t1support@acutrack.com with your payment confirmation to expedite the hold release.
Your hold will be released and orders will resume shipping.

How do I avoid credit holds in the future?

Set up Auto-Pay: Enable automatic payments so invoices are paid on time. See our Auto-Pay (Auto Charge) FAQ article for setup instructions.
Keep your payment method current: Make sure your credit card on file is not expired.
Monitor your invoices: Review invoices promptly in the Acutrack Portal.

Will my orders be shipped once the hold is released?

Yes. Once your account is released from credit hold, any pending orders will be processed and shipped according to normal fulfillment timelines. Orders are not canceled during a hold — they are simply paused until the hold is resolved.

Who can I contact for help?

If you have questions about a credit hold or need assistance with payment, please contact:

Your Customer Success Specialist (check your welcome email or the Acutrack Portal for their contact info)
Acutrack Support: t1support@acutrack.com