Payments on hold, or paid services unavailable in your location
What the two sanctions messages mean, why they appear, and what to send support so a reviewer can clear them.
These two messages come from sanctions screening: one is about where you are, the other about a name under review. Sending and signing keep working in both cases; only paying is affected.
What you see
- SignSpry can't provide its paid services to this location because of sanctions laws. If you think this is a mistake, write to support@signspry.com. It can appear when you sign up (with email or Google), when you save Invoice details on Plan & billing, or when you start a payment.
- Payments for this account are on hold while we complete a compliance review. Write to support@signspry.com and we'll help. It appears on Plan & billing when you try to pay.
Why
SignSpry runs two different checks, because the law treats them differently.
Location. Regions under comprehensive sanctions programmes cannot be sold paid services. The list of regions is kept by the platform owner. A sign-up is refused when the browser's time zone is one of those regions. Invoice details are refused when the country, or words in the address, city or region, name one. A payment is refused when the account's time zone setting or billing details point to one. A place name that collides with a listed one, a VPN, or a device still set to the time zone of a trip can all trigger it by mistake.
Name review. Names are compared with the UN Security Council consolidated list, the US OFAC SDN list, the EU consolidated financial sanctions list and the UK Sanctions List. A name that merely looks like a listed one is not refused: names collide, so a person at SignSpry reviews it.
- While the review is open, nothing changes for you, and you are not told.
- If it is cleared as a false match, nothing changes and you are not told.
- If a reviewer confirms the match, payments for the account are put on hold, and you see the second message above.
Nothing is deleted in either case. The review and its outcome are recorded in the platform's compliance queue.
Fix it
"Can't provide its paid services to this location"
- On Plan & billing, open Invoice details and check the country, address, city and region. Use the real place name, spelled in full.
- Check the time zone of your device and your account, and turn off any VPN. Travel can leave a device on another zone. Try again.
- If it still appears and you are sure the message is wrong, write to support@signspry.com. Give your organisation name, the email you sign in with, the exact message and where it appeared (sign-up, invoice details or payment).
If your organisation really is located in one of those regions, the refusal is correct and there is nothing to fix.
"Payments for this account are on hold"
- Write to support@signspry.com. Give the organisation's full legal name, its country, and the email you sign in with. That is what a reviewer needs to compare it with the listed entry.
- Keep working. You can still send, sign and download. What you cannot do until it is cleared is start a payment, whether for a plan, a pack or a new card.
- When the review is cleared, pay as normal from Plan & billing.