Frequently Asked Questions

Account suspended

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Issue Description

The Silhouette account is shown as suspended when navigating through the Silhouette Design Store:

suspended_error

Cause

This generally indicates one of the following:

  • your credit card is not properly associated with your subscription
  • your credit card information needs to be updated or corrected
Resolution

Please do the following to resolve this concern:

  1. Go to the Silhouette Design Store
  2. Log in to your account
  3. Click on the my account link
  4. Select the option you wish to use to correct the billing concern - You may do one of the following:
    • Update this card: This can be used if you want to use the same credit card but may have updated information, such as the expiration date or billing address
    • Add a new card: This can be used if you want to use a new credit card to cover the missed payment along with future subscription payments
    • Use existing card: This can be selected to re-attempt the current credit card on file or switch to an alternate card already added on your Silhouette account

If you encounter any error message, please go back to the my account link and do the following:

  1. Click on the Manage My Credit Cards option
  2. Click on the credit card in question
  3. Check the following to ensure the credit card is correct:
    • You will want to make sure that all fields are completely filled out
    • Ensure that the expiration date is correct
    • Ensure that the security code field for your card is entered
    • Ensure you have both a first name and last name present - (If you only have a first initial on your card, please ensure there is a space between the first initial with or without a period and the last name so the system can differentiate between both names)
    • Ensure that there is a billing address present and that it is correct
    • Use only English characters when recording your name and address information. Non-English characters (those with accent marks of any kind) will cause problems with processing your card information in our system.
  4. Once all credit card information is verified, you may check the Make this my default credit card option
  5. Click on Save

Contact support@silhouetteamerica.com if further assistance is required and report the action that has already been attempted.

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