Why was something on my account held or flagged?

To keep your customers, and everyone else's, safe from phishing and fraud, we check outgoing email, published pages, marketplace submissions and payments before they reach anyone. When something is held or flagged, the owners and admins of the workspace get a notice in the console and, for anything that stops your work, an email. The notice says what happened, what it means for you, and what to do next.

This page explains each notice. Every notice links to the section here that covers it.

A hold is not a verdict

Most holds are released after a quick look by a person. We never tell anyone that a workspace was held, and nothing about a hold is shown to your customers except the item itself not appearing.

Holds & reviews

Everything on your workspace that is held or under review is listed under Settings → Holds & reviews, newest first. Each entry shows its status:

Status	Meaning
Held	Waiting for a review. Nothing has been sent or published.
In review	Our team is looking at it.
Released	Cleared. It sends or publishes as described in the notice.
Not approved	It will not be sent or published in its current form.
Closed	The review is complete, with no further change.

Only owners and admins can open this page.

Requesting a review

If you think a hold is a mistake, choose Request a review on the notice or on its entry in Holds & reviews, and tell us what the item is for and why it is genuine. A person reads every request, and it goes to the same case our team already has open, so you never need to ask twice. You get an email confirming we received it, and another when the review is done.

Requesting a review does not release anything by itself, and nobody on a workspace can release a hold or lift a lock themselves.

If you cannot sign in (for example, because your workspace is locked), reply to the notice email or write to support with the reference in the notice.

An email is on hold

A campaign, an automated email, or another email from your sites was held before it was sent.

• What it means. That email was not delivered to anyone, and other emails with the same links or wording are stopped too while it is under review. Nothing else on your account changed.
• What to do. Open the email and check its links, its sender name and its wording. If you edit it, the edited version is checked again when it next sends. If you think it is a mistake, request a review.
• When it is released. A held campaign that is still waiting goes back on the schedule and sends shortly; one you edited or canceled meanwhile stays as you left it. An automated email sends the next time it runs. A single email that was stopped, such as a receipt or a form reply, is not sent again; the next one like it sends normally.
• If it is not approved. A held campaign is canceled and an automated email step stays stopped. Other emails with the same links or wording are stopped too until they are changed.

A published page is on hold

The latest version of a page was held before visitors saw it.

• What it means. Visitors keep seeing the page's previous version. If the page was never published before, visitors see a not-found page until the review is done.
• What to do. Check the page's links, embeds and any fields that ask visitors for information. A new version you publish is checked on its own. If you think it is a mistake, request a review.
• When it is released. Visitors see the held version.
• Templates. A collection's entry or list template is named with the route it serves, such as /videos/:slug. While a template with no earlier version is held, its pages show the site's built-in design for that collection instead.
• Redirects. A redirect that sends visitors to another website can be held the same way, and is named by the path it answers. While it is held it does not redirect: visitors see whatever your site has at that address. Check where it points in Redirects.
• New workspaces. In a workspace's first two weeks, a held page also places a precautionary security hold on the workspace, its site and the account that published the page, until our review team has looked at it. You get the usual notice for each lock, and Your workspace, a site, a domain or your account is locked says what to do. Reply to the notice or contact support if you think it is a mistake.

Where you see it

A held or flagged page shows a status chip in your site's lists: Held for review, Flagged — live, under review or Not approved. The chip appears on the page or template in Pages. If the flagged content comes from a shared layout or component, the chip appears on that layout or component as well. Open the page, template, layout or component and a banner at the top says what visitors see now. The banner has three actions:

• View details opens the notice on this page.
• Request a review sends a note to our review team.
• Contact support opens a support ticket.

Only our review team can release a page.

A live page is being reviewed

A page that visitors can already see was flagged by our automated safety review.

• What it means. The page stays live while a person looks. If you did not publish what is on it, someone else may have access to your account.
• What to do. Check the page's links, embeds and any fields that ask visitors for information. If you did not make those changes, change your password, remove members you do not recognize, and contact support. If you think it is a mistake, request a review.

A marketplace submission is on hold

A listing you submitted to the marketplace was held before it was listed.

• What it means. Nothing was published, and buyers cannot see or install it.
• What to do. Check its name, description and links. If you think it is a mistake, request a review.
• When it is released. Submit it again and it goes through.

A domain is being reviewed

A custom domain for a site, or a domain you send email from, is waiting on a routine review.

• What it means. The domain stays connected while we look. If you send email from it, that email is stopped and held for its own review, whatever this review decides, and clearing the domain does not send an email that was stopped.
• What to do. Nothing, if the domain and the name on it are yours. To speed it up, request a review and tell us who owns the domain.

A link on your store was blocked

A download, feed or supplier link you configured points to an address that looks like another company's website, so nobody is sent there.

• What to do. Replace it with a file from your media library or a link on your own domain. The link stays blocked whatever a review decides, so replacing it is the way to make it work again. If the address really is yours, you can still tell us in a review request.

Unusual checkout activity

Your checkout saw an unusual burst of payment attempts, which can be someone testing stolen cards.

• What it means. Checkout stays open, and repeated attempts from one source are slowed. Payments made with stolen cards may be reversed by the cardholder's bank later.
• What to do. Review your recent orders before you fulfill them, and refund any you do not recognize. If it was a launch or a sale, you do not need to do anything.

Gift cards on hold

The gift cards bought with an order were put on hold because the payment for that order is in question.

• What it means. They cannot be redeemed for now; their balance is kept. If the payment is refunded or the dispute is lost, the balance is voided for you.
• What to do. If you are satisfied the payment is genuine, release the cards from Gift cards under Promotions. If not, refund the order.

A payment you received may be fraudulent

The card issuer reported a payment you received as possibly not made by the cardholder.

• What it means. The payment may be reversed by the cardholder's bank. It is not a chargeback yet, and nothing has been refunded or canceled.
• What to do. Hold anything not yet shipped or delivered. Refunding now usually prevents a chargeback; if a chargeback is decided for the cardholder, the payment is taken back from you. If you know the buyer and the sale is genuine, you can keep the order.

A payment you received is on hold for review

A payment was held for a fraud check before it reached your balance.

• What to do. Hold anything not yet shipped until the payment clears. Refund the order if you know the buyer is not genuine; otherwise keep it, and the review usually clears on its own.

A customer disputed a payment

The cardholder disputed a payment with their bank (a chargeback).

• What it means. The payment may be reversed. An unanswered dispute is decided for the cardholder, and the notice says the date your evidence is due.
• What to do. Open the order and gather what shows the sale was genuine: receipts, delivery tracking, messages with the buyer. Send it before the due date; contact support if you need help submitting it. If the buyer is right, accept the dispute instead. See Commerce → Orders for how chargebacks show on an order.

A payment on your subscription needs attention

A payment for your own subscription was flagged for a fraud check, or disputed by the cardholder with their bank.

• What it means. The payment may be reversed by the cardholder's bank. If it is, your subscription may need a new payment method.
• What to do. If you made the payment, request a review and confirm it. Check that the card on your account is yours and current. If you did not make it, contact support now.

We are reviewing recent payments on your store

Our team opened a routine review of recent card payments your store took.

• What it means. Your store keeps selling while we look. We may contact you about recent orders.
• What to do. Refund any order you believe was not placed by the cardholder, and request a review to tell us about your business and customers.

Marketplace sales

A marketplace sale you received is under review, or a card payment for one may be reversed.

• What it means. The sale is recorded as usual; its payout may take longer. If the payment is reversed, your share of it is taken back from your payouts.
• What to do. Nothing, usually. Request a review or contact support if you know the buyer.

Marketplace payout schedule

Payouts to new publishers wait for a set number of days before they reach your bank, while the workspace is new. The notice says how many days each payout waits and until when. Nothing is withheld or charged: your sales are recorded as usual and pay out automatically when their wait ends, and you get a notice when payouts return to the standard schedule.

Your workspace, a site, a domain or your account is locked

Our team locked part of your account. The notice email includes the message our team wrote for you, and what the lock affects, for example:

• your sites show a notice instead of their pages;
• nothing in the workspace can be changed, and no email is sent on its behalf;
• everyone was signed out;
• the subscription was canceled;
• your customers' renewals, or your payouts, are paused.

The email is sent to the workspace's owners and admins (or, for an account lock, to you) even though the workspace itself cannot send anything while it is locked.

• What to do. Nothing is needed from you unless the message in the notice asks for something, or you believe the lock is a mistake.
• To appeal. Reply to the notice email, or write to support with the reference it gives (it starts LK-). Tell us anything that explains what happened. A person reviews every appeal and answers from the support address. You don't need to sign in to appeal, and you can appeal even if the account was closed.
• When it is lifted. You get a "restored" notice saying what happens now. Sign in again; sessions that were signed out stay signed out. A subscription canceled with a lock stays canceled until you restart it from Billing.

Your subscription was canceled

Our team canceled the workspace's subscription. The notice says whether it ended now or at the end of the billing period. Nothing is refunded, and nothing is deleted: the workspace moves to the Free plan, and your sites and data stay. Contact support with the reference if you believe it was a mistake.