Overview
Warning
Keep the account current to keep machines unlocking. A lapsed subscription limits the PreStartGo platform. We can't lock an Interlock remotely, and a lapse doesn't do so. But while an account is past due or suspended, new pre-starts can't be recorded online, so the app may be unable to unlock a machine until the account is brought up to date.
An Interlock unlocks on a valid pre-start; it is never sent your payment status. What a lapse affects is the platform's side: recording new pre-starts, and the console. Two things don't change: the Interlock's Fail-START design, and its bypass button where your organisation allows it (Emergency Bypass). The public digital logbook keeps serving throughout.
The states, and what each means
| State | Console | Field (inspections & unlocks) | Public logbook | How you leave it |
|---|---|---|---|---|
| Past due | Read-only | Pre-starts queue on the phone; unlocks may not work | Serving | A successful payment — instant |
| Suspended | Blocked | Pre-starts queue on the phone; unlocks may not work | Serving | Payment recovery |
| Cancelled | Resets to Plant Operator | Unaffected | Serving | Talk to us any time |
Past due: the console goes read-only
A missed payment moves the organisation to past due. The console keeps showing everything — records, reports, history — but stops accepting changes. In the field, operators can still complete inspections, but the platform can't record them until the account is up to date, and the app may not be able to unlock a machine in the meantime.
Recovery is a payment away, and it's immediate.
Field records are kept, not discarded
Even a suspended organisation's operators can complete inspections, and their compliance records are kept: a pre-start submitted during a lapse queues on the phone and lands when the account recovers. An unpaid invoice is never a reason a completed safety record disappears.
Cancelled: back to Plant Operator, records intact
A cancelled subscription doesn't strand the organisation — it returns automatically to the free Plant Operator plan. You keep a live, working account over your full history: equipment, inspections, defects, audit trail, all intact and accessible. Pre-starts and unlocks work as normal on the free plan, and you can come back to a paid plan whenever you like.
Two practical consequences of landing on the free plan:
- The free plan's machine cap applies. A larger fleet can't register more machines until back on a paid plan — but nothing existing is deleted or hidden.
- Paid add-ons end with the paid plan — the developer platform, scheduled reports and friends switch off until you're back on a paid plan.
The cap counts machines, not devices — fitted Interlocks and tags keep working, each with its own device subscription, exactly as before.
If a machine won't unlock during a lapse
- Bring the account up to date, or contact us. Unlocks work again once the account recovers, and queued pre-starts sync.
- In a genuine emergency, use the bypass button on the Interlock itself, if your organisation allows it — see Emergency Bypass. Don't count on the in-app bypass during a lapse.
Troubleshooting
| Symptom | Likely cause | What to do |
|---|---|---|
| Console read-only out of nowhere | Past due after a missed payment | Pay the overdue invoice or contact us — access restores on payment |
| A machine won't unlock and the account is lapsed | New pre-starts can't be recorded during a lapse | Bring the account up to date; in an emergency see Emergency Bypass |
| A machine locked and the account is current | Not billing — check the machine's own state | Expired check, out-of-service defect, or licence — see Interlock overview |
| Field records from the lapse period seem missing | Queued on phones, pending recovery | They sync once the account recovers — see Working Offline |
| Can't register machines after cancellation | Plant Operator's machine cap | Trim to the cap, or move to a paid plan |
| Gate kiosk says "Check-in is currently disabled" | Past due or suspended: kiosk check-in is office-side | It returns by itself once the payment goes through — see Kiosk Problems |
| A new user can't accept their invite | Suspended: no one joins a suspended account | The invite stays open; they accept it again once the account recovers |