All Collections
Payment Center
Understanding Payment Center Account Deactivation and Suspension
Understanding Payment Center Account Deactivation and Suspension

Details about payment center account statuses

Updated over a week ago

Payment Center accounts are an optional add-on service but are a vital component of managing electronic ACH financial transactions within the platform. It's essential to differentiate between user accounts and Payment Center accounts, as they serve distinct purposes and may experience deactivation or suspension for various reasons. This comprehensive guide explains the nuances of Payment Center account deactivation and suspension, the key differences, and how to address these issues effectively.

User Accounts vs. Payment Center Accounts

Before delving into the specifics of deactivation and suspension, it's crucial to grasp the distinction between user accounts and Payment Center accounts:

  • User Account: This is the primary login account used to access the platform's features and functionalities. It does not handle financial transactions directly.

  • Payment Center Account: This account is an add-on to a user's regular user account and is specifically designed for sending and receiving electronic ACH payments within the platform. Payment Center accounts are operated by a third-party financial provider, Dwolla Inc.

Deactivated User Account

If a user's standard user account has been deactivated, they must contact their local officiating organization for further assistance in reactivating it.

Deactivated or Suspended Payment Center Account

When a user's Payment Center account faces deactivation or suspension, they should contact the support team for resolution. Initially, they might interact with an AI bot, but they should opt to connect with a human agent by clicking the "TALK TO A PERSON" button to address Payment Center account status issues.

DEACTIVATED Payment Center Account

A deactivated Payment Center account is temporarily disabled and cannot send or receive financial transactions. The most common reason for deactivation is inactivity. To maintain a Payment Center account in good standing, users must send or receive at least one payment per year. Failure to do so may result in deactivation.

Additional reasons for deactivation include the deactivation of the associated user account or issues with the connection to the linked bank account. If the Payment Center account has been deactivated but the user has conducted at least one payment within the last year, the Horizon support team can reactivate the account immediately at no cost. However, the account cannot be reactivated if no payments have occurred within the last year. In such cases, the user must set up a new Payment Center account, including paying the one-time setup fee.

SUSPENDED Payment Center Account

A suspended Payment Center account typically results from more serious policy violations.

The most common scenario is when a user attempts to add the same invalid bank account information two or more times. Such actions can lead to a suspended account. The Horizon support staff can work with their third-party financial partner to unsuspend the account after the partner reviews it. In most cases, this process can be completed within a few hours during regular business hours.

Unsuspending a Payment Center account can be performed a maximum of once per day, and up to three times in total. However, if the account is suspended more than three times, it will be permanently terminated and unrecoverable. Users in this situation must create a new Payment Center account and pay the setup fee to regain access to Payment Center functionality.

Payment Center accounts can also be "suspended" for other, more severe policy violations. In these instances, the resolution may vary and will be at the discretion of the financial partner. Depending on the specific policy violation, the user may have additional requirements to meet, need to create a new Payment Center account or face permanent bans from the service in severe cases.


By understanding the differences between deactivation and suspension and knowing the appropriate steps to take when facing Payment Center account issues, users can ensure the smooth operation of their financial transactions within the platform.

Did this answer your question?