Paused and restricted accounts

An account can be in a state that needs attention before you can keep using it. When that happens, everyone on the team sees a full-page notice in place of the app, and XOXO emails the account owner.

Payment past due

You see Payment past due when we couldn’t collect a payment for your account, which can only happen once billing is set up. The account is locked until the payment method is updated.

What still works:

• Your signup forms keep accepting new subscribers.
• Unsubscribe links in emails you’ve already sent keep working.
• You can export your subscribers.

Everything else in the app is unavailable, so you can’t send until the account is unlocked.

Only the account owner can fix this. If you’re the owner:

1. Select Update payment method.
2. Add a new payment method.

We try to charge the unpaid invoice with the new payment method, and the account unlocks once the payment goes through. If you’re not the owner, the notice tells you the owner needs to update the payment method.

To keep a copy of your list in the meantime, select Export subscribers. Exporting subscribers explains the file.

If we still can’t collect payment after several tries, billing ends and your account goes back to a free account. We email you when that happens. If your audience is over the free subscriber limit, sending stays paused until you set up billing. Billing has the details, and the Billing section of our Terms covers a past-due account.

Account paused

You see Account paused when we’ve paused sending for your account. We email the account owner at the same time.

What changes:

• Emails that were sending or in review are canceled.
• Emails you had scheduled go back to your drafts.
• The rest of the app is unavailable while the notice shows.

What still works: people can still sign up through your forms. We hold their confirmation emails for up to two weeks and send them if sending starts again in that time.

A pause can happen when sending from your account needs a closer look. Our Acceptable Use Policy explains how enforcement works and what happens next.

To get your account looked at, select Contact us or write to help@xoxo.email. We’ll look into what happened and what comes next. We can’t say how long that takes. Emails that were canceled stay canceled, so you’ll need to send them again once sending is back.

Account banned

You see Account banned when we’ve closed your account for sending. We email the account owner at the same time.

What changes:

• Emails in progress are canceled, and scheduled ones won’t send.
• Your forms stop taking signups.
• The rest of the app is unavailable while the notice shows.

Unsubscribe links in emails you’ve already sent keep working, so people can still leave your list.

A banned account is closed. You can’t export your subscribers while it’s banned, and 30 days after the ban we delete the account and everything in it. The Termination section of our Terms covers closed accounts, and our Acceptable Use Policy covers how we close them.

If you think we made a mistake, select Contact us or write to help@xoxo.email within those 30 days. Tell us what happened and what you’ve changed, and we’ll take a fresh look.

Inactive free accounts

A free account that has had no sign-ins and no sending for more than a year can be closed. Before that happens, we email the account owner a warning with a Sign in now button. Signing in within 30 days of the warning keeps the account exactly as it is.

If nobody signs in or sends in that time, the account is closed and its data is removed, so export your subscribers first if you want a copy. Accounts with billing set up aren’t included. The Termination section of our Terms covers closed accounts.