A service status or traffic figure seems wrong
Use this guide when a hosted service card has an unexpected status, renewal date or Pomatio traffic-tier result.
Check the service card
- Open My Account → Licenses & Downloads.
- Find the service under Your services.
- Record the product, plan, status, billing period and renewal date exactly as shown.
- Open Orders or Subscriptions and compare the related payment status and date.
The service card reflects the entitlement connected to billing. A cancelled, expired, refunded, revoked or suspended entitlement is not active. A delayed payment may temporarily show a non-final state while the payment provider resolves it.
Check Pomatio traffic data
For Pomatio traffic-based services, distinguish the two periods on the card:
- the tier result is based on the previous completed UTC month;
- This month so far is current-month context and does not decide the previous month's result.
The possible tier states are:
| State | Meaning |
|---|---|
| Within tier | The completed month did not exceed the plan threshold |
| Over tier | Visits in the completed month were greater than the threshold |
| Pending data | The completed-month measurement is not available yet |
| Needs review | The service cannot be evaluated automatically, for example because its site link needs attention |
An over-tier state is advisory account information; it does not by itself switch the service off.
Expected result
The entitlement status agrees with the related billing state, and a traffic-tier result can be explained from the previous completed month's measurement rather than the current partial month.
If the data still looks wrong
Send support:
- account email address;
- service and plan name;
- exact entitlement status and renewal date;
- relevant order or subscription number;
- traffic period, visit count, threshold and tier state shown;
- the time and timezone in which you checked.
Do not send payment-card data or site passwords.