Frequently Asked Questions

Account Suspended or On Hold

printer friendly
Issue Description

If the Silhouette account is shown as suspended when navigating through the Silhouette Design Store, this generally indicates there was one or more missed payments on a current or past subscription. This may have been caused by 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. Open Silhouette Studio® and go to STORE
  2. You may also visit www.silhouettedesignstore.com
  3. Log in and click on My Account
  4. The Account Suspended message at the top of this page will give the following options:
    • Update this card: To use the same credit card but update the information, such as expiration date or billing address
    • Add a new card: To use a new credit card or re-add the existing card
    • Use existing card: To re-attempt the missed payment on the current credit card on file or switch to an alternate card already added on your Silhouette account
  5. If you encounter any error message, or if you do not see the above messaging, please go to the My Account link and do the following:

  6. Click on the Manage My Credit Cards option
  7. Click on the existing credit card to edit information OR click Add A New Card
  8. Check the following to ensure the credit card is correct:
    • All fields are completely filled out
    • The expiration date is correct
    • The security code field is completed and correct
    • Both a first name and last name are 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
    • A billing address is present and correctly matches your bank account
    • 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.
  9. Once all credit card information is verified and entered, you may check the Make this my default credit card option
  10. Click on Save
  11. If your account is still on hold, please repeat the above steps 1-4, choose Use existing card, and select the new/updated card from the drop down list to process the missed payment manually.

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

Did you find this helpful?

Why was this FAQ not helpful? (select all that apply)




( characters remaining)
Note: This information is only collected to improve the quality of our FAQs. This form is not monitored for assistance. If you require assistance, please contact support@silhouetteamerica.com