Why is my account paused?

Sometimes Knecty pauses an account while a payment question is settled. When that happens, a banner above the chat box says why, and Send is turned off. You can still read your chats, export your data, and contact support.

Refund claim

“You’ve asked for a refund. To keep using Knecty, withdraw your refund claim.”

You asked to withdraw from your plan (EU/UK), and the claim is being reviewed — within 14 days. While it’s open, chatting, top-ups, and purchases are paused and nothing renews.

• To keep your refund, just wait: we email you when it’s decided.
• To keep using Knecty instead, choose Withdraw refund claim and confirm with the 6-digit code we email you. Access comes back straight away.

See Withdraw from your plan (EU/UK).

Refund approved

“Your refund was approved. Subscribe again to continue.”

Your refund went through, so the plan it paid for has ended. To use Knecty again, choose See plans and subscribe to a plan. The pause lifts as soon as that payment goes through.

Payment dispute

“Your account is temporarily paused because of a payment dispute with your bank.”

Your bank told us you disputed a payment to Knecty. While the dispute is open, your account is paused and your plan is cancelled, so you won’t be charged again. You can still read and export your chats.

• If you didn’t mean to dispute it, ask your bank to withdraw the dispute, and contact support quoting the dispute reference shown in the banner.
• When the dispute is closed, the pause lifts, but the plan stays cancelled — subscribe again to continue.

If a charge looks wrong to you, contacting support first is usually the fastest way to sort it out — see Refunds.