If you see "Ordering is paused" in the ordering portal, your store has one or more invoices that are more than 30 days past their due date. Here's what that means and how to fix it.
What you'll see
The portal shows a message that ordering is paused for your university, and a list of the overdue invoices. For each one it shows the invoice number, the invoice date and due date, how many days overdue it is, the balance, and a link to the PDF. The total overdue is at the bottom.
You can still sign in, see your invoices and open their PDFs.
Why it happens
Invoices are due 30 days after the invoice date. An invoice becomes overdue the day after its due date. If an invoice with a balance of $5 or more is still unpaid more than 30 days after its due date, we pause new orders.
The pause applies to your whole store, not just to one person. Everyone who signs in for your university sees it. It also holds back the codes for any order you've placed that we haven't yet released.
How to fix it
Sign in and open the Invoices tab, or use the list on the paused screen.
Pay each overdue invoice. Open the invoice PDF and pay by card or ACH from the invoice, or by bank transfer using the details on it. See Invoices and how to pay them.
Wait for us to match your payment. It can take a few days.
Ordering reopens automatically once none of your invoices is more than 30 days past due. You don't need to ask us to turn it back on.
Ordering reopens automatically once your payment is matched. There's nothing to request.
We already paid
Thank you. Please tell us in the chat. It's on every page of the portal: an AI assistant answers first, and a person from our team can take over. Please give:
The invoice number
The date you paid
How you paid (card, ACH or bank transfer)
Our finance team will check it against the invoice. Once your payment is matched, ordering reopens automatically.
Avoiding a pause
Pay invoices within 30 days of the invoice date.
Check the Overdue figure at the top of the Invoices tab. It shows $0.00 when nothing is overdue.