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 |