Summary
A Team plan workspace was suspended after a card-limit payment failure; even though the spending limit was raised and all outstanding invoices were paid, the entire team still can't log in, and an email to support@retool.com has gone unanswered.
AI Response
Workspace suspensions triggered by a failed payment are an account/billing state that has to be cleared on Retool's side and won't necessarily reactivate automatically once the invoice is paid. The Retool Community is peer-focused, so account-, billing-, and org-specific matters like reactivating a suspended workspace are handled through Retool Support via email rather than on the forum. This mirrors prior cases where a plan's state didn't reflect a successful payment and had to be corrected by Retool's billing team. Confirming the payment method is fully updated on file and replying on the existing support email thread with the invoice/payment confirmations is the correct path to reactivation with all existing users intact.
Sources
Account & User Management FAQ
The Account & User Management FAQ confirms that account, billing, and org-specific issues (like a suspended workspace) are routed to Retool Support by email, and links the Contact Support and Update Billing Information docs.
A solved case where a paid plan's state didn't reflect a successful payment and was corrected by Retool's billing team, corroborating this payment-vs-plan-state mismatch scenario.
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