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TRELA OFFICE
When access to Trela is paused
Why access pauses — an unpaid Trela invoice, an ended trial or a suspension — what each person sees, and what brings it back.
Who can do this: Everybody at an agency
Before it pauses
By default a Trela invoice is due 15 days after it is issued, and reminders go out before the due date, on it and after it. Once it is overdue, administrators and finance see a banner in Command with the amount, when access pauses and where to pay. Access pauses on its own when the grace period ends, 10 days after the due date.
What people see
- Administrators and finance see only Trela billing: why access is paused, what is owed and how to pay. Nothing has been deleted.
- Operations users are told access is paused and that an administrator can see why.
- Guards are told to contact their office. Anything saved on their phone is kept and sent once they can sign in again.
- Client contacts are told Trela Client View is unavailable for now, and to contact the agency.
Getting access back
- An unpaid invoice: pay it by bank transfer to the account shown, quoting the invoice number. Access returns for everybody as soon as Trela records the payment.
- A trial that has ended: write to Trela support to subscribe. Access returns when the subscription starts.
- A suspension for another reason: the billing screen shows the reason. Write to Trela support to resolve it.
The billing screen checks every minute and opens the full console again by itself. Nobody needs to sign in again.
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