Frozen State and Reactivation
If your advisor subscription lapses — due to a failed payment, cancellation, or expired card — your practice account enters a Frozen state. This article explains what happens during a freeze and how to restore full access.
What Triggers a Frozen State
Your account enters Frozen when:
- A scheduled payment fails and retry attempts are exhausted (typically after 7 days of retries)
- You manually cancel your subscription and the billing period ends
- Your payment method expires and is not updated before the next billing date
When a payment fails, Policy Stack sends email reminders at the time of failure, at 3 days, and at 7 days. Updating your payment method during the retry window prevents a freeze.
What Happens in Frozen State
During a Frozen state:
| Capability | Status | |------------|--------| | Your advisor dashboard | Read-only | | Client data visibility | Read-only — you can view but not modify | | Client invitations | Disabled | | Your public profile | Hidden from directory (direct link remains accessible) | | Analytics Dashboard | Inaccessible | | Client notifications | Paused |
Your clients are not affected. Their individual accounts remain fully functional during your freeze. They can continue using Policy Stack normally — they simply do not have an active advisor connection while your account is frozen.
Client data is never deleted due to a frozen advisor account. All practice data, client connections, and settings are preserved and restored in full upon reactivation.
Reactivating Your Account
- Log in to your advisor dashboard — you'll see a Frozen state banner at the top
- Click Reactivate in the banner or navigate to Settings → Subscription
- Update your payment method if needed under Payment Method
- Click Reactivate Subscription and confirm the charge
- Wait a few seconds — your account exits Frozen immediately upon successful payment
After Reactivation
When your account reactivates:
- All client connections are restored
- Your public profile visibility returns to its pre-freeze state (Visible or Hidden, whichever you had set)
- The Analytics Dashboard is accessible again, with data backfilled through the freeze period
- Any client invitations you had pending before the freeze are re-enabled
To avoid future freezes, add a backup payment method under Settings → Subscription → Payment Methods. Policy Stack will attempt your backup method automatically if the primary fails.