Account suspended — can't access the portal
What’s happening
Section titled “What’s happening”When you try to access the member portal, you see a page that says “Your account has been suspended by {org name}.” This means your org’s admin team has placed a hold on your account and you don’t have access to the portal right now.
Suspension is a manual action taken by an admin. It’s different from a lapsed or expired membership — it doesn’t happen automatically.
How to fix it
Section titled “How to fix it”Contact your organization directly
Section titled “Contact your organization directly”The suspension page shows your organization’s contact email and phone number. Reach out to them to find out what’s happened and what the next steps are. Your org admin is the only one who can remove the suspension.
If the page doesn’t show contact details, check your welcome email from the organization for their contact information.
Sign out when you’re done
Section titled “Sign out when you’re done”Once you’ve noted the contact information, select Sign out at the bottom of the suspension page. This clears your browser’s session cleanly.
When your organization reinstates your account, sign in again. You’ll be able to access the portal normally.
Common situations
Section titled “Common situations”- Your membership has lapsed — if your membership expired and your org uses suspension as a way to manage lapsed accounts, contact your org to renew. A “Rejoin” link may appear on the suspension page if the org allows self-service rejoining.
- This happened right after an admin action — if you were using the portal and suddenly got redirected to this page, your admin team may have just applied the suspension. Your active session was ended immediately when the suspension was applied.
- You think this was a mistake — contact the org’s admin team and let them know. They can check the account and remove the suspension if it was applied in error.
If that didn’t work
Section titled “If that didn’t work”- You contacted your org and the suspension was removed, but you still see this page — sign out and sign in again. Your browser’s session from the suspended state needs to end before you can access the portal again. A new sign-in after the suspension is lifted will work normally.
- You can’t find the org’s contact information — look in your original welcome email or membership confirmation email from the organization.