Paused, suspended and locked accounts
Signed in? Ask Lovelio this question inside the app - it answers from this same page.
Five different screens can stop someone working. Find the heading you see below. Your data is not deleted in any of them.
"Your access is paused"
An admin at your agency paused you, and only you. Your candidates, jobs and notes are all still there, and colleagues see them as normal. You are signed out everywhere, your API keys and agent connections are revoked, and you cannot sign in until an admin lifts it.
- To get back in, ask an admin at your agency.
- An admin pauses or restores someone in Settings > Workspace > Users, with the pause icon on the person's row. A paused person shows a red "Paused" tag. Admins cannot pause themselves or the last admin.
- After a restore, your keys stay revoked. Reconnect your agent.
The page has a "Sign out" button.
"This account is suspended"
The whole agency is paused by Lovelio. Everyone is sent to this page. Nothing is deleted. The page says to get in touch with the Lovelio team, and "Contact Lovelio" opens an email to hello@lovelio.ai.
While suspended, the API, connected agents and apps are refused, background work is skipped and no email goes out. Only Lovelio can lift it.
"Back in a moment"
The agency is being put back to an earlier time. It takes a few seconds. Nothing you send during it is saved. The page tries again by itself, and "Try now" tries at once. Connected API calls get a "locked, try again" answer meanwhile.
"Support session ended"
A Lovelio support person had been looking at your account to help you, and the visit is over. You can see the visit and what changed during it in Settings. See the support access card.
A plan lock
If the agency has no plan, or a trial ended, people can still sign in but only the plans page opens. Data is kept 60 days, with a warning at day 50. A failed payment gets a 7 day grace period. The API, connected agents and AI actions stop too. Only an admin can pick a plan, and paying unlocks everything at once. See the Plans and billing card.
Which one is it?
- Only you are stuck: paused. Ask an admin.
- Everyone is stuck, with "suspended": contact Lovelio.
- Everyone is stuck, with plans only: choose a plan.
- A few seconds, then fine: back in a moment.