Account Locked for Fraud Protection Despite Remaining Credits | Clay

Account Locked for Fraud Protection Despite Remaining Credits

We were a paying customer of Clay and had credits left until 4th April but my account has been locked now. It says on the screen that it's for fraud protection but we haven't done anything. What can we do now? If you could check, we have been paying invoices since the past 2 months. My subscription just expired a few days back, we didnt renew it since we had credits left, but the account is now just banned.

5 comments

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We understand your concern about your account being locked. This is likely due to our enhanced security measures to combat spam usage of free trial credits. While you have been a paying customer with credits, our system may have flagged your account as part of these security protocols. We apologize for any inconvenience this has caused. Our team will review your situation as soon as possible. In the meantime, it's worth noting that Clay's pricing model allows users to roll over their monthly credits for up to 2 months based on their current plan limits. If you need further assistance or want to expedite the review process, please request human support by clicking on "Talk to a person" in this chat.
Ankit P.
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Can I talk to human?
George D.
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Hey Ankit - your account was blocked because we detected 13 other accounts linked to your device. I've just unlocked this account, but please refrain from creating more account under your device to avoid being blocked in the future.
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This thread was picked up by our in-app web widget and will no longer sync to Slack. If you are the original poster, you can continue this conversation by logging into https://app.clay.com and clicking "Support" in the sidebar. If you're not the original poster and require help from support, please post in 02 Support.
Ankit P.
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Thank you George D., we have been paying the invoices since the past 2 months. Some credits were left so we didn’t renew it this time, but we will be doing it in the next month. Could you tell me if doing that is safe as i want to continue using Clay? This really affected our ongoing campaigns which i certainly don’t want in future.