Program Access Is Suspended

After an authorized administrator signs in, Frequenta checks whether the current company program is suspended. A suspended company replaces the Admin Panel with an owner-facing suspension screen.

Read the suspension screen

The screen is headed Access suspended in English or Acceso suspendido in Spanish, according to the saved interface language. It can show:

• that the program was suspended because of inactivity;
• a suspension date;
• a generic message when another platform action caused the suspension;
• a note that the company’s data is kept for now, and that a program that stays suspended is eventually deleted;
• an instruction to contact support.

While the status is checked

The Admin Panel does not appear until the check completes; until then the page shows a loading indicator. If the check cannot complete, for example because the connection dropped, a Could not check the program screen appears with a Try again button (No se pudo comprobar el programa and Reintentar in Spanish). That screen is not a suspension: try again once the connection is back.

Why a program is suspended for inactivity

A program that nobody uses for 30 days is suspended automatically. A warning is emailed to the owner address on the 23rd day, leaving seven days to prevent it.

Use by anyone in the program resets the clock: you signing in to the Admin Panel, an operator opening the workspace, a kiosk recording a visit, a signed-in customer opening the program, or any visit or reward recorded for a customer. A program in real use is therefore never suspended for inactivity.

The 30-day rule is part of the free plan. See What the Free Plan Includes.

What suspension changes

Suspension does not delete the company or its existing data at once. The normal administrator, operator, kiosk, and customer-facing interfaces are replaced by suspension messaging after their checks complete, and protected new program activity is rejected: visits, spins, rewards and reward redemption. A suspended program also sends no push notifications, neither single messages nor campaigns.

When a suspended program is deleted

A program suspended for inactivity does not stay suspended forever:

• a program that never had a customer, a recorded visit, or a connected custom domain is deleted 30 days after suspension. The suspension email is the only notice;
• any other program is sent an email on day 60 of the suspension. It names the deletion date and carries a full archive of the program’s data as an attached JSON file. The program is deleted no sooner than 30 days after that email.

Deletion is permanent and cannot be undone by support. Keep the archive if you receive one. Having the suspension lifted before the deletion date cancels the deletion. A program suspended by the platform for another reason is not deleted on this schedule.

Who can lift a suspension

The business administrator cannot restore the program from the Admin Panel. Restoration is a platform operation, so changing the browser, password, or company data does not remove the suspension.

Request restoration

1. Record the company domain.
2. Capture the complete suspension card, including the reason and date when present.
3. Check the owner email for any inactivity warning, suspension notice, or deletion notice with an archive. A missing email does not prove that the suspension is invalid.
4. Contact Frequenta through the support channel established during onboarding or in the business agreement. The current suspension screen does not include a support link or address.
5. Provide the company domain, displayed reason and date, and the screenshot. Do not send passwords or email verification codes.

After support confirms restoration

1. Refresh the company Admin Panel.
2. If the suspension card remains, sign out and sign in again once.
3. Confirm that the Dashboard and sidebar open normally before operators resume program activity.
4. If the card remains, return to the existing support conversation with the same company domain and current screenshot.

Do not create a second business registration to work around suspension. That would create a separate company instead of restoring the retained data.