Have you seen the message «Your account is on hold» when you log in to Catacloud? Here you can see why, what the amounts on the page mean, and how to get access back.

Why is the account on hold?

We have not registered payment for one or more of the Catacloud invoices for the client. Access is then temporarily limited until the invoice is paid.

Your data is safe and untouched. Nothing is deleted while the account is on hold.

Tip: If you have access to several clients, you can switch to another client under Switch to another client at the bottom of the page and keep working there.

The screenshots show the app in Norwegian.

In the client selector at the top right, you can see which clients are on hold. They have a warning sign on the icon in front of the name.

What do the amounts on the page mean?

At the bottom of the page is the Invoices list with all the Catacloud invoices for the client. For each invoice you see:

Status: for example Paid, Reminder or Debt collection.
Amount: the invoice amount plus any reminder fee and late payment interest.
Remaining: what has not been paid yet. This is the amount you need to pay.

Outstanding amount at the top of the page is the sum of Remaining for all unpaid invoices.

Why is the amount higher than on the invoice?

When an invoice has the status Reminder or Debt collection, a reminder fee and late payment interest have been added. These are shown on the reminder or the debt collection letter, not on the original invoice.

If you click the month in the list, you download the original invoice. That is why the amount on the PDF can be lower than the amount in the list.

Why is there a small amount left on an invoice we have paid?

If you paid the original invoice amount after the reminder was sent, the reminder fee and interest are still outstanding. That is what is shown under Remaining.

How to pay

You can pay from your online bank, or directly on the page if the client has bank integration.

From your own online bank

Find the account number and the KID under You can pay the invoice in your own online bank at the top of the page.
Pay each invoice separately with its own KID. Each KID belongs to one invoice.
Pay the amount shown under Remaining for the invoice.

With Pay now

If the client has bank integration, and you have access to create payments, you see the Pay now button.

If the client has several bank accounts, choose under From account which account to pay from.
Click Pay now.
The Process payments window opens, with one payment for each unpaid invoice. Check the payments and click Confirm payments.
A window from your bank opens. Log in and sign the payment there. The payment is not sent until it has been signed.

Note: If you close the Process payments window without confirming, the payments are listed under Payments on the page with the status Awaiting signing. Click Confirm payment next to the payment to continue.

Note: If you see «You do not have access to pay from here», you need to pay from your online bank, or ask someone who can pay on the company’s behalf.

When do we get access back?

Access is restored as soon as we register the payment. It can take a few days from the payment being made until we register it.

The payments you have created are shown under Payments on the page. In the invoice list, Awaiting signature is shown under Remaining until the payment is signed, and Payment on the way once it has been signed. You do not need to pay again while you wait.

In a hurry? Send us the receipt for the payment in the chat, and include the client name. We can then reopen the account while we wait for the payment to be registered.

When should you contact us?

you have paid and need access before the payment is registered. Send the receipt for the payment, and we will reopen the account.
you have paid, and access has not been restored after a few days.
you think the amount is wrong.

Include:

the client,
the invoice number and KID,
the amount you paid,
the payment date.

Your account is on hold – why, and what do we need to pay?