Account Suspensions
Accounts using manual invoicing are automatically suspended if any one invoice is past due based on the net terms (typically net 30) plus a 30-day grace period. For accounts using credit card payments (automatic invoicing), the grace period is 10 days. Suspension results in the temporary loss of access to Macabacus software for all users on the account. Suspensions are applied only on weekdays, to avoid business interruption, and occur only after reasonable efforts to contact you have been made and payment has not been received.
Suspension Workflow
Suspension can be frustrating for customers, but please note:
For manual invoicing, suspension occurs only after:
(a) Payment is not received for 60 days (net terms + the grace period), and
(b) Our repeated attempts to contact you are ignored.
- For automatic invoicing, suspension occurs 10 days after a failed payment attempt if payment is not received within that time frame.
Automated Dunning Process Overview
Macabacus follows a structured process to notify you of overdue invoices and potential suspension:
Automatic Invoice Dunning Cycle (Credit Card Payments)
- Day 0: First email sent immediately after payment failure.
- Day 2: Second email sent.
- Day 7: Third email sent.
- Day 10: Fourth email sent. Suspension follows if payment is not received.
Manual Invoice Dunning Cycle (Wire Transfer or ACH Payments)
- Day 0: First email sent immediately after the invoice becomes past due.
- Day 2: Second email sent.
- Day 7: Third email sent.
- Day 12: Fourth email sent.
- Day 17: Fifth email sent.
- Day 24: Sixth email sent.
- Day 27: Seventh email sent.
- Day 30: Account suspension.
Suspension Notification
If your account is suspended, users will see the following message when the add-in attempts to authenticate:
"Your Macabacus account is temporarily suspended due to a billing issue. We hope this is just a mix-up and look forward to restoring your services quickly. Please engage your account administrator and Accounts Payable team, as applicable, for assistance."
Restoring Access
To restore access, you can:
- Make payment via wire transfer or ACH credit and send a remittance notification to billing@macabacus.com and your account representative.
- Alternatively, immediately restore access by adding a credit card to your account and using it to pay the outstanding invoice via your Admin Console.
How to Avoid Suspension
To minimize the risk of suspension, follow these best practices:
- Keep your billing email address(es) up-to-date in your Admin Console.
- Specify at least two billing email addresses for redundancy.
- Use a group email address (e.g., invoices@company.com) rather than an individual's email address.
- Ensure that emails from billing@macabacus.com are not trapped in spam filters.