Why does a merchant account keep going on hold automatically?

Last updated: March 27, 2025

Context

When there are past due amounts in the Warehouse Management System (WMS) and no payment method is on file, accounts may automatically go on hold if certain SLA settings are enabled.

Answer

If your account is repeatedly going on hold, this is likely due to the automatic hold setting in your SLA Manager. To prevent this from happening:

  1. Access your SLA Manager settings

  2. Locate the "Hold Account Automatically" option

  3. Uncheck this option to disable automatic holds

SLA Manager settings menu showing the Hold Account Automatically option

Note: If you have past due amounts, it's recommended to either:

  • Add a valid payment method to your account

  • Clear any outstanding balances