Account Locked Due to Violation: Urgent Help Needed for Explorer Plan | Clay

Account Locked Due to Violation: Urgent Help Needed for Explorer Plan

My account has been locked while I am on an active project and have beed subscribed to the explorer plan since 7 months. Seems like one of my new clay freelancers had violated the clay terms and now the whole account is locked! PLEASE HELP !

29 comments

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Your account was likely locked as part of our security measures to combat spam usage of free trial credits.Since this situation requires review of your specific account details and the reported terms violation, you'll need to have a human support agent look into this. Please explicitly request a human agent in this conversation to help investigate your account status and the reported violation.
Niko N.
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talk to a human
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Looks like you're still looking for help. We're escalating this over to our support team and someone should be in touch soon. In the meantime, feel free to include any other information that may be helpful in solving your issue!
Bruno R.
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Hey there, thanks for reaching out!
Bruno R.
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Can you share the url to the workspace you're trying to sign into here, or the account which is blocked? I don't see any associated workspaces to the email which is linked to you slack account.
Niko N.
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i am not able to sign in to my account anymore
Niko N.
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I am using this account for 7 months now and today a new freelancer i hace hired singed in to my account and since than its locked
Niko N.
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i dont know if he his violated any clay terms in the past but i am not responsible for this.
Bruno R.
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What's the email associated to the account you're trying to log into here?
Niko N.
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i am actively working on this account and paying since July 2024
Niko N.
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and the freelancer used my login
Niko N.
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tscaicl1@gmail.com
Niko N.
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this person works from italy so since you are tracking and collecting this information you will be able to see this
Niko N.
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Btw I am in Germany
Bruno R.
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Should have unlocked this for now - please not we see 17 associated accounts to this specific login. If we see any more attempts to exploit our free trial system from the same network, device, and browser we may lose access to your account permanently.
Niko N.
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17 Accounts ?
Niko N.
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Can you please provide these accounts and which device is associated with them ?
Niko N.
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I want to make sure that this is not an internal issue and check if this any of my team members
Niko N.
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Thanks for unlocking
Bruno R.
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Unfortunately I can't provide you with that information due to our privacy policy - I can tell you over half of these accounts sign in from the same device recurrently.
Niko N.
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So the device from tomorrow morning that caused the last login - is that the device you are referring to ?
Bruno R.
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We can't disclose this information - your account should be good to use unless you attempt to create new trial accounts.
Niko N.
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In case I want to make a new paid account, is there any issue with that ?
Bruno R.
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You can upgrade the existing workspace that I unlocked for you but you should not be able to create a new workspace.
Niko N.
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“but you should not be able to create a new workspace.” --> in general?
Bruno R.
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Yes that's correct, if you attempt to create a new account you will most likely be blocked from accessing it.
Niko N.
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so how i can than create new accounts for my clients when I am setting everything up for them ? or in case i will leave this company and I need a new PAID one where i directly activate a paid account?
Bruno R.
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I suggest attempting to create a new account, and reaching out to our support team if you run into any issues with its setup!
Channeled
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Hi Niko N.! This thread was recently closed by our Support team. If you have a moment, please share your feedback: