How unpaid and frozen account notifications work in Monta Hub

# How unpaid and frozen account notifications work in Monta Hub This article explains how Monta Hub displays billing warnings and freeze notifications, and what actions are available depending on your role. --- **Requested by:** @vizi **Date:** 2026-07-09 **Source:** Slack thread 1783598747.490659 --- ## Overview When an operator account has an outstanding payment or is frozen due to non-payment, Monta Hub shows a notification banner and, in some cases, a blocking dialog. The behaviour varies based on: - **Whose billing is involved** — the operator's own billing, or a team's billing viewed through Hub. - **Your role** — operator admin, Monta employee, or a team member without an operator relationship. ## Notification behaviour by role ### Operator admins, Monta super-admins, and Monta employees These users see a reduced level of interruption, even when an account is fully frozen. **Before freezing (pre-freeze warning)** - A dismissible banner appears at the top of Hub. - The banner can be dismissed for the rest of the day. **When the account is frozen** - A dismissible banner appears. It can be dismissed for the rest of the day. - The blocking dialog does **not** open automatically at any point. This applies whether you are viewing your own operator's billing or a team's billing inside Hub. --- ### Non-admin operator users and plain team members These users experience a stricter notification flow when an account becomes frozen. **Before freezing (pre-freeze warning)** - A dismissible banner appears. - A dialog only opens if the user clicks **Pay now**. It can be closed, since the account is not yet frozen. **When the account is frozen** - A non-dismissible banner appears. - The blocking dialog opens automatically on every page load. - The dialog has no close button. The only available actions are: - **Pay now** - **Contact support** - **Switch account** This applies whether the user is viewing their own operator's billing or a team's billing inside Hub. --- ## What to do if your account is frozen 1. Click **Pay now** in the banner or dialog to settle the outstanding payment. Expected result: Once payment is processed, the freeze is lifted and Hub access is restored. 2. If you cannot pay immediately, click **Contact support** to open a support request. 3. If you have access to another operator account, click **Switch account** to continue working. ## FAQ **Q: Why does the blocking dialog not appear for admins?** A: Admin and super-admin roles are expected to manage billing directly. Blocking their access would prevent them from resolving the issue. The banner remains visible as a reminder without interrupting their workflow. **Q: Does this apply to the Monta Charge app?** A: No. This behaviour applies only to Monta Hub (hub.monta.com). The Monta Charge app has separate notification logic. **Q: What happens after payment is processed?** A: The freeze is lifted automatically. The banner and dialog are removed on the next page load. ## Related articles - How to handle frozen accounts for fraud and KYC inquiries - How do I manage my Monta Hub account? - Welcome to Monta Hub --- Generated by /hcrs-helpjuice-auto-draft v1.0.0 on 2026-07-09