If you experience issues with accessing your workspaces on Creately even after you have made a successful transaction for your renewal, it could be due to one of the following reasons.
1. Cache issue
Sometimes the account may experience browser cache issues that need resetting of the account from the system. You can quickly clear your app cache by following the steps below:
- Log out of your Creately account
- Clear your cache as given here in our help article on how to clear the browser cache
- Log back into your account
- Try again
2. Due payments
Another reason could be the due payments in your account. Usually, your account is renewed on its renewal date unless it has been scheduled for pause or cancellation. In the event your account had not been scheduled for pause or cancellation and the payment has failed, it is likely to create a due invoice.
When you renew again, the system may try to charge for both the due payment as well as for the new term, which is when one of these payments will come through while the other may remain uncharged and result in the account being inactive even after the payment.
For additional support, you can contact the Creately Support team (via chat, emailing email@example.com or submitting a ticket via the Contact form) who will help you reach a solution instantly.
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