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My account is locked

There are a few reasons your account is locked: consistent overages or failure to pay.

If previous invoices haven't been paid

If your credit card has expired, or doesn't have enough balance to pay, we cannot collect the money owed for using Fathom. When this happens, your account gets locked and you'll have to enter a new credit card to pay all outstanding balances. Or, if you've called your bank to allow for payments to Fathom (or you've cleared up your limits), use the same credit card.

When you complete the billing page to unlock your account, all failed invoices from the past will be paid and your account unlocks.

If you are consistently over your plan limit

If you’ve been consistently over your allotted page views for several months in a row, or have exceeded your plan in your first month using Fathom, we’ll remind you a few times via email to log in and upgrade your account. If you fail to do so after 7 days, you’ll be locked out of your account until you upgrade. Data will still be collected on your sites for 30 days, but you won’t be able to see your dashboard until you confirm the plan upgrade (and billing amount change).

Once the plan upgrade is complete, you can see your dashboard as usual. And of course, if you feel you are on the wrong plan, simply email us and explain why.

If you don’t want to upgrade to the more accurate plan, based on your page views over the last several months, you can cancel your account (and ask for a data export if you’d like). Just reach out and email us.

If you still have questions or require help with anything, please reach out to us and we'll happily get things sorted out for you.