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Credit Hold Process

A credit hold is a temporary restriction placed on your Equinix account when payment obligations are not met. During a credit hold, you cannot make new purchases or access certain services. This measure ensures financial compliance and helps prevent service disruptions.

Why Credit Holds Occur​

Credit holds typically occur due to outstanding payments such as unpaid invoices or past-due balances.

Notifications​

You will receive email notifications about your outstanding balance. These include payment reminders and final notices. Each notification explains the amount due, the consequences of non-payment, and the actions required to resolve the balance.

Impact of Credit Hold​

If payment is not received by the due date, the following restrictions apply:

  • New Quotes and Orders: You cannot generate new quotes or place new orders.
  • Colocation Services: Access to your colocation space may be restricted. In some cases, equipment may be removed from the IBX Center.
  • Service Availability: Certain products and services will be temporarily unavailable until payment is made.
  • Customer Portal: Impacted options will appear grayed out until the credit hold is removed.
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Continued non-payment may lead to service suspension or termination.

Reviewing Your Account​

Sign in to the Customer Portal to review your account for outstanding invoices or payment history.

See Billing for guidance on checking billing history, managing purchase orders, and creating billing accounts.

Resolving a Credit Hold​

Follow these steps to resolve a credit hold:

  1. Make a Payment

    • Refer to your invoices for payment details and settle your account promptly.

  2. Contact Support

    • In the Customer Portal, select Support from the main navigation, then select Open A Support Case.
    • Select Billing Support from the dropdown, then select Invoice Inquiry. Provide your Account Details, Invoice Numbers, and any supporting information. See Opening a Support Case for help.
    • Under Support use the available support options such as live chat, email, or phone.

  3. Monitor Your Account

    • After payment, check your account for updates.

Preventing Future Credit Holds​

  • Regularly check your account status and notifications.
  • Set up alerts and enable notifications for due dates and billing activities.
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