If your firm is suspended or closed

Sometimes Certivus has to pause a firm's access. When that happens, everyone in the firm sees a message explaining it instead of the usual workspace.

If your firm is suspended

Access has been paused, usually while something is resolved, such as a billing question. Suspension is temporary.

• Your records are safe. Nothing is deleted while a firm is suspended.
• Checks already under way still finish. Results that arrive from our verification providers are still saved against your clients.
• You cannot start new checks until access is restored.
• Your subscription is not charged while suspended. Billing pauses when access is paused and resumes when it is restored.

Contact us at support@certivus.com and we will tell you what is needed to restore access. As soon as your firm is reactivated, everyone gets access back straight away. There is nothing to reinstall or set up again.

If your firm is closed

A closed (archived) firm is one that has left Certivus. Its records are kept, because firms supervised under the Money Laundering Regulations 2017 need their customer due diligence records for five years after a relationship ends. The firm can no longer be used day to day.

If you think your firm was closed by mistake, contact support@certivus.com. A closed firm can be restored.

Why can't I do anything about it myself?

Suspending, closing and restoring a firm are decisions Certivus makes, so a firm cannot change its own status from inside the app. This protects you as well: no one in your firm can reopen or close the account without us.