Why is my program locked?

Question:

Why is my program locked?

Answer:

If you are in a program and the square program icon is grey with a lock on it then you have been locked out of your program. 

There could be various reasons for this:

1. You are on an active payment plan, but have a failed payment that didn't go through so you've lost access.

Failed payments happen for a variety of reasons that include expired credit cards, a fraud alert from your bank or credit card company, insufficient funds, etc.

Please see:  Why is there a failed payment on my account? 

2. You've canceled or paused your payment plan and you have now lost access to your course.

Once you put your payment plan on pause or cancel a subscription you will immediately lose access to your course. You will need a current subscription or payment plan, have finished a plan, or paid in full in order to regain access to your course.

3. You've updated your credit card on file and updated your payments, but you still do not have access.

Sometimes our system may take extra time to process your payment and release access to your course. If you cannot access your course within 24 hours after payment please contact us so we can change update your account manually.

4. There is a technical error which suspended your access.

Please contact the support team at [e-mail] or [phone] 

so that we can troubleshoot the issue.