Your account is deactivated: what to do?

Goal

Understand the screen that replaces the app when your organization's account is deactivated, and get your access back.

What you see

You can still sign in, but instead of the app, Metrikia shows a screen with:

• the title Your organization's account is deactivated;
• the message "Your organization's account has been deactivated. Contact support to restore access.";
• two buttons: Contact support and Sign out.

If you were already signed in, the screen shows at your next action. It shows for every member of your organization.

What it means

• It is a decision of the Metrikia team on your organization's account. It is neither an outage nor a password problem.
• A payment does not lift the deactivation. The screen offers no subscription: only support can restore access.
• Nothing is deleted. Your data, settings, connections, API keys and pixel stay in place.

What is suspended while the account is deactivated

• Access to the app, for every member of your organization.
• Your API keys (scripts, automation tools) and the AI assistants connected to Metrikia: their requests are refused.
• Your website pixel and your public forms connected to Metrikia: visits to your website and submissions of these forms are not recorded while the account is deactivated, and they are not caught up after reactivation.

Prerequisites

• The email address of your Metrikia account and the name of your organization, so support can find your account.

Steps

1. On the screen, click Contact support: your email app opens with a message addressed to support@metrikia.io.
2. Give the name of your organization and the email address of your account, then send the message.
3. Once support confirms that access is restored, reload the page.

Expected result

As soon as support restores access, the app is back for every member of your organization, with your data and settings. There is nothing to reconfigure: your connections, API keys and pixel were not revoked and work again right away. Only what Metrikia refused during the deactivation is missing: visits, form submissions and the data sent by your scripts or automation tools.

Common issues

• The screen still shows after reactivation: reload the page. If it is still there, click Sign out, then sign in again.
• I paid, but the screen is still there: this is expected, a payment does not lift a deactivation. Contact support with the Contact support button.
• The Contact support button opens nothing: no email app is set up on your device. Write directly to support@metrikia.io.
• Your scripts or AI assistant get a refusal: it is the same deactivation. They work again as soon as access is restored, with the same keys.
• Visits or form leads are missing after reactivation: those of the deactivation period were not recorded by Metrikia, which cannot catch them up.