Account Locked for Fraud Protection: Urgent Support Needed | Clay

Account Locked for Fraud Protection: Urgent Support Needed

My team has been using clay for the past 2 months now and we were on a $149 plan. We didn't renew it because we had some spare credits left and it was mentioned that we will be able to use it till 4th April. Today when we tried logging in, it was said that the account is locked for 'fraud protection', how is this possible? We've been a paying customer since the past 2 months. When we emailed to support, it said the account is permanently locked. Clay S.

9 comments

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We understand your concern about your account being locked. This situation may have occurred due to our enhanced security measures to combat spam usage of free trial credits. We apologize for any inconvenience this has caused. Our team will review your situation as soon as possible and provide updates. If you need further assistance, please request to speak with a human agent in this conversation by clicking on "Talk to a person."
Kushagra S.
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Yes please. The account was on my team member's email, please see to it.
Kushagra S.
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Happy to provide that as well.
Kushagra S.
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Clay S.
Kushagra S.
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Hey, we have a lot of scheduled campaigns. Please look into this. Anaum K.. I have tried reaching out to the support email that was provided but no response from there either.
Mark L.
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Hello, and thanks for getting in touch. I checked under this email address (s--------3@gmail.com). That user is not a member of any paid workspaces. I'm not at liberty to discuss accounts where you are not a user. I hope you understand that from a security standpoint. So, if you are accessing the paid account from a different address, or your teammate is, please contact us from that address. We can take a look and communicate directly with the relevant admin.
Kushagra S.
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Alright, I have asked my teammate for this. His name's Ankit Patel, he already raised a ticket here, could you please check it now?
Bo (.
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Hi Kushagra, I've checked and Ankit's messages have been replied to. Sorry for any delay. When multiple tickets are opened, we typically respond to the oldest ones first.
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