Dashboard access for past-due accounts

If your account is past due, access to the Fleet Dashboard or Driver App may be restricted until the billing issue is resolved. This article explains why access may be limited, what you can do to restore access, and what to expect if you need additional time to pay.

Overview

This article helps fleets

• Understand restricted access: Learn why dashboard access may be limited.
• Take the next step quickly: Review what to check and what to do first.
• Set payment expectations: Understand how payment extension requests are reviewed.
• Route billing issues correctly: Know when to contact Support or your financing provider.

Why access may be restricted

Your account access may be restricted if there is an unresolved billing issue. This can include:

• One or more unpaid invoices.
• A payment issue that still needs to be resolved.
• A Motive Cards balance that is due.
• A billing issue that requires review before access can be restored.

In some cases, access restrictions may affect both the Fleet Dashboard and the Driver App.

What you may see

If your account has a billing issue, you may see one or more of the following:

• A billing alert in Fleet Dashboard
• A notice that a payment is overdue
• Limited access to parts of the dashboard
• Restricted Driver App access

What to do if your dashboard is locked

1. Review your unpaid balance in Fleet Dashboard.
   • Admin > Billing
2. Confirm whether your payment method is current.
3. Pay the overdue balance, if a payment is due.
4. If you recently made a payment, allow time for the payment status to update on your account.
5. If access is still restricted after payment, contact Motive Support.

Payment extension requests

If you are unable to pay right away, you can contact Support to ask whether a payment extension is available.

Keep in mind:

• Payment extensions are reviewed on a case-by-case basis.
• A payment extension can only be reviewed after an invoice has been generated.
• Short-term extensions may be available for eligible accounts.
• Some payment issues may affect whether an extension can be reviewed.
• If your account is already under review for another billing request, the next available option depends on your current account status.

A payment extension is not guaranteed. Eligibility depends on the status of your account and the billing issue being reviewed.

When access may not be restored right away

In some cases, Motive may not be able to restore access until the billing issue is fully resolved.

This can include situations such as:

• An overdue balance that remains unpaid
• An active chargeback or billing dispute
• A Motive Cards payment issue
• A pending payment with a financing partner

If your account is financed through a vendor

If your account uses vendor financing, your billing may be managed by a third-party financing provider instead of Motive directly.

In these cases:

• Motive may not have full billing details for your account
• Billing questions may need to be handled by your financing provider
• Support can help clarify the next step, but payment resolution may depend on the vendor

What to have ready when contacting Support

To help resolve a locked account faster, have the following ready:

• Your company name
• The email address associated with the account
• The invoice number, if available
• A short description of the billing issue
• Confirmation of any recent payment you submitted

FAQs

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