If Eano opened to a box that says Your Eano account is on hold or Your team’s Eano account needs attention, take a breath. Nothing has been deleted. Your projects, clients, and files are all still there.
It means the subscription that pays for your team’s Eano account isn’t current. That’s usually a card that expired or got declined, sometimes a subscription that was canceled. Until it’s sorted out, the whole team’s access is paused. Once it’s paid, everything comes back exactly as you left it.
Which Message Did You Get?
What you see depends on your role, because only Owners and Admins can manage billing.
Your Eano account is on hold means you’re an Owner or Admin. You’ll see what’s owed and a button to fix it yourself. Jump to If You’re an Owner or Admin.
Your team’s Eano account needs attention means you’re on the team but don’t manage its billing. That’s every other role, Superusers included. Jump to If You’re on Someone Else’s Team.
If You’re an Owner or Admin
The message tells you how much the unpaid invoice is, when it was due, and how many days overdue it is. To fix it:
Click Pay $___ invoice. Your invoice opens in a new browser tab.
Pay it there with a card or bank account.
Come back to the Eano tab. Eano checks again automatically, and once the payment has gone through, the page reloads and you’re back in.
One thing to watch: paying the invoice with a new card doesn’t always replace the card your plan renews on. If the old card expired or was canceled, let us know (Contact Support is right on the message) and we’ll make sure your next renewal goes through.
A Few Variations You Might See
More than one unpaid invoice. The message adds *“You have N unpaid invoices totaling $___. Please pay them in order, starting with this one.”* The button always opens the oldest one, so pay that first, come back, and repeat until you’re caught up. Your access returns once the most recent invoice is paid.
Your payment is being processed. Bank payments (ACH) take time to clear. If you’ve already paid that way, the message says so and the button changes to Check status. It usually takes 1 to 4 business days, and access comes back on its own as soon as the payment clears. Don’t pay a second time. That would charge you twice.
Your subscription is no longer active. If your plan was canceled (or paused), there’s no invoice to pay. You’ll see a View plans button instead. It takes you to Plan & Billing, where you can pick a plan and pick up where you left off.
What You Can Still Reach
While the account is on hold, you can still get to Plan & Billing to pay or choose a plan. If you belong to more than one team, you can still switch to another team. Everything else waits until the account is current. Closing the box with the X doesn’t get you past it. It just checks again whether the account has been paid.
If You’re on Someone Else’s Team
There’s nothing wrong with your login and nothing you did. The account you work under belongs to your company, and something on their side needs sorting out before the team can get back in.
Let your manager or whoever runs the Eano account know you’re seeing this message. Once they’ve taken care of it, click OK or refresh the page, and you’re back in.
Before It Gets to This Point: The Payment Warning
A failed payment doesn’t lock anyone out right away. Your team keeps full access while the payment is retried, and Eano shows a warning bar across the top of every page for about two weeks first.
Owners and Admins see the amount, the due date, and a countdown to when the account will be put on hold, along with Pay $___ invoice and Update payment method:
Everyone else on the team sees a gentler version asking them to let their manager know, with a Contact manager button. It never shows any billing details:
If you’re an Owner or Admin and you see this bar, paying now saves your whole team from being locked out later.
A Few Things Worth Knowing
Your data is safe. A hold pauses access. It doesn’t delete anything, and nothing needs to be rebuilt once you’re current again.
It’s the whole team, not just you. The hold is based on your company’s subscription, so everyone on the team sees a message at the same time.
Add-ons don’t trigger it. Only the main plan does. If an add-on like Takeoff Concierge goes unpaid, that add-on stops working, but the rest of Eano stays open.
On the Eano Pro mobile app, you won’t see the explanation or a pay button yet. Things may simply fail to load. Sign in on a computer at app.eano.com to see what’s going on and pay.
Only Owners and Admins can pay or change the plan. Other roles never see billing details, by design.
Frequently Asked Questions
Did I lose my projects and clients? No. Everything is exactly where you left it. As soon as the account is current, you pick up right where you stopped.
I paid, but I’m still seeing the message. What now? Go back to the Eano tab, or refresh the page, so Eano checks again. If you paid by bank transfer, it can take 1 to 4 business days to clear, and the message says it’s being processed in the meantime. If you paid by card and the message still won’t go away, contact us using the link below.
Why is my whole crew locked out when I’m the one who missed a payment? Access is tied to the company’s subscription, not to individual logins, so everyone on the team is affected at once. Paying the invoice restores access for everyone.
I’m not an admin. Can I pay it myself? No. Only the account’s Owners and Admins can see billing or pay. Let your manager know, and once they’ve sorted it, click OK or refresh.
I think this is a mistake. Talk to us. From the on-hold message, click Contact Support to message a person on our team, or email [email protected]. If a payment went through and you’re still seeing this, we’ll get it straightened out quickly.
I canceled on purpose. Can I still get my data out? Get in touch with us. Your data hasn’t gone anywhere, and we’re happy to talk through options, including picking a plan for a month while you wrap things up.
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