If a customer is automatically placed on hold due to an overdue invoice, the system will automatically release that hold once their past-due balance is paid. However, this update does not happen instantly.
The Auto-Release Schedule
The automated process that checks for paid invoices and removes customer holds runs once per day.
- When it runs: Daily at approximately 9:30 AM Eastern Time (ET).
- What this means for you: If a customer pays an invoice in the afternoon or evening, their status will continue to show "Hold" for the remainder of that day. The system will automatically clear the hold and update their status to "Active" the following morning at 9:30 AM ET.
Need to Remove a Hold Sooner?
If a customer has paid their balance and you need to schedule service for them immediately without waiting for the next morning's automated cycle, you can easily lift the hold yourself.
How to Manually Release a Hold:
- Navigate to the customer's Billing Profile page.
- Locate the Customer Status field.
- Manually change the status from Hold back to Active.
- Save your changes.
If you're still seeing a customer with "Hold" status, 24 hours after a payment was made, then please contact our Support Team for assistance.