Why is your platform read-only?
Trial ended, credit used up, late payment or expired contract: why the platform becomes read-only and how to restore access.
In Administer your platform
- Customise your organisation
- Manage the teaching team
- Track usage
- Activate your platform
- Manage your subscription
- View your enterprise contract
- Why is your platform read-only?
- Understand your administrator alerts and emails
- Enable SSO sign-in with Google or Microsoft
- White-label your platform
- Which options should you ask your Complement account manager for?
- Connect your LMS with LTI 1.3
- LMS: add courses, manage groups and grades
- Data security and privacy
When your trial, your credit or your contract comes to an end, or a payment fails, your platform becomes read-only. Nothing is deleted: your courses, your learners and their results are kept.
What each person sees#
- Administrators see a banner at the bottom of the screen showing the reason. Everything can still be viewed, but nothing can be changed any more: courses, learners, organisation. Course preview is turned off. Plan & Billing remains available so you can resolve the situation.
- Content managers, Trainers and Guests see the banner "The platform is read only. Contact the account owner." They can view content without changing anything, and must contact an Administrator.
- Learners can no longer take their courses. They see the Access suspended page: "This service is temporarily unavailable. Please try again later."
The reasons and how to restore access#
| Reason | Banner message | To restore access |
|---|---|---|
| Trial ended | "Your trial has ended. The platform is read only." | Activate your platform. |
| Trial hours used up | "Your trial usage is exhausted. The platform is read only." | Activate your platform. |
| Credit used up | "Your credit balance is exhausted. The platform is read only." | Add credit in Plan & Billing. |
| Late payment | "Your subscription payment is overdue. The platform is read only." | Update your payment method with Manage my subscription and invoices. |
| Subscription cancelled | "Your subscription is canceled. The platform is read only." | Subscribe again with Activate my platform, in Plan & Billing. |
| Enterprise contract ended | "Your managed licence has expired. The platform is read only." | Contact your Complement account manager. |
| Blocked by Complement | "Your platform has been placed in read-only mode." | Contact your account manager, or Complement using the Help and support form. |
When the trial has ended, the banner's Activate my platform button opens the activation directly. For the other reasons, the same button takes you to Plan & Billing.
Each procedure is explained in detail in:
- Activate your platform, for the trial and a cancelled subscription;
- Manage your subscription, for credit and the payment method;
- View your enterprise contract, for an enterprise plan.
When access returns#
Access returns as soon as the cause is resolved: payment confirmed by Stripe, credit added, contract extended or block lifted by Complement. A payment confirmed in Stripe may take a few moments to be taken into account: Plan & Billing then shows Payment confirmation in progress.
Your learners have nothing to do: their page updates by itself and they get their courses back shortly afterwards.
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