Access suspended on your account

Platform access is suspended when an Augos invoice passes due. Terms are 30 days from the invoice date, not 30 days from month end. Once payment is arranged, finance confirms and support restores access.

What you will see

• Users who could log in yesterday are locked out.
• A notification quoting the affected meter serial number.
• Surprise, because the invoice was raised recently and the account is understood to be on 30 day terms.

Why it happens

The most common misunderstanding is the start of the 30 day clock. Augos invoices are payable 30 days from the invoice date. An invoice raised early in a month is due early the following month, not at the end of the following month.

What to do

1. Check the invoice date, not the month it relates to.
2. Arrange payment, or contact finance@augos.io if the invoice is disputed.
3. Once payment is arranged, access is restored. You do not need to raise a separate support ticket for that.

What Augos will do

Finance triggers the suspension and confirms when payment is arranged. Support restores the user access. Data continues to be collected throughout, so nothing is lost while access is suspended.

Good to know

• Suspension affects logins. It does not stop the meters recording, and it does not delete history.
• If a service was genuinely not delivered for a period, for example a meter that was offline for weeks through no fault of yours, raise that with accounts. Augos has credited monitoring fees for dead periods before.

Still stuck

Email finance@augos.io about the invoice, copying support@augos.io if you also need access restored urgently.