Issue
When our team logs into Sentry, we see a pop-up message indicating our account is suspended:
Applies To
Customers whose organization is suspended
Resolution
The organization is suspended because Sentry has received a notice of a charge dispute from your financial institution.
To resolve this issue, please contact your financial institution and request the withdrawal of the dispute. Once done, provide us with a letter of withdrawal or a rebilling statement to confirm the dispute resolution. If you need more information on this issue, please submit a request here.
Additionally, when a dispute occurs, the payment method on file is removed from the payment processor. Users must add a new payment method and complete the required payment to lift the suspension and resume service. During the dispute, the subscription associated with the account may also be cancelled. Resolving the dispute and updating payment details are necessary steps to reactivate the account and subscription. Please note that Sentry Support cannot change or enter payment details on behalf of users. Billing changes must be made by a user with Billing or Owner permissions within the organization. This policy ensures that only authorized personnel can manage sensitive payment information.