Catalog access is suspended when the usage rules are violated. The reason and term are in the message and in the email. Write to support@serpmode.com from your account email and we will look into it.
What you will see
- On the catalog pages, a message about the suspension with the reason and the term.
- In the header, a badge with the date until which access is suspended.
- An email with the reason to your account email. If the Telegram bot is connected, you also get a Telegram message.
What keeps working
You can open the «Payments and subscription» and «Settings» pages and log out. The catalog, favorites, blacklist, filters and exports are unavailable.
Why this happens
Access is suspended if there are signs of a violation of the usage rules. For example, mass copying of the catalog or several people using one account. The decision is made by a SerpMode employee, not by an automated system.
When access is restored
- The term is in the message and in the email. When it expires, access is restored automatically. If no term is given, access is restored after review.
- Access may also be restored earlier, after we review the situation.
- The paid period is not extended for the time of suspension (clause 16.1 of the Terms of Use).
- In the event of a repeated or gross violation, SerpMode may withdraw from the contract. Then the unused part of the payment and the balance are refunded (clause 16.2).
What to do
- Read the reason in the message and in the email.
- Write to support@serpmode.com from your account email. Say what you did in the catalog in recent days.
- Wait for a reply. Do not try to bypass the restriction: it may end in withdrawal from the contract.
If the service asks you to wait a few minutes
This is not a suspension but a temporary pause (clause 15.4 of the Terms of Use). It is usually caused by automation software or browser extensions. Close extra tabs and extensions, wait a few minutes and try again. If the message appears again, write to support@serpmode.com.