Your standing

Your standing shows whether anything needs your attention on a profile or on your account: a fee that could not be collected, a card that needs updating, or a problem our team found. Each of these is an issue. Most issues tell you exactly how to fix them, and some can be appealed if you think we got it wrong.

Your account and each of your profiles have their own standing. A problem on one of your profiles never affects your other profiles.

When something needs your attention, a coloured banner appears at the top of every page of the Dashboard (for the profile you are acting as and for your account) and of the Account app (for your account):

Action required: blue for a notice, amber for a warning, red when something is restricted. It names the most important issues, with a button to fix each one where you can fix it yourself, and says how many more there are.
Your access is suspended: shown in red when the profile or account is suspended.

Click View standing to open the full page. The banner disappears by itself once everything is sorted out.

Where to see your standing

For	Where
The profile you are acting as	Dashboard → Settings → Standing
Your account	Account app → Account settings → Standing

The Dashboard page also shows a short summary of the account that owns the profile, with Open account standing. If you belong to more than one account, switch account to see another account’s standing.

The page shows:

your Standing: Good, Notice, Warning, Restricted or Suspended, the most serious open issue;
Good standing: In good standing or Not in good standing;
Active strikes (see Strikes);
Paused right now: what you cannot do while the issues are open, in plain words, or Nothing is paused.;
Open issues: each with its name, what happened and what to do, the date it was opened, a Fix by date if there is one, a fix button, and Appeal when it can be appealed;
Resolved issues, with the date each was resolved.

When nothing is open you will see No open issues. Thanks for keeping things in order.

What “good standing” means

A profile or account is in good standing when none of these is open:

platform fees past due,
an unpaid dispute fee,
a suspension or a review by our team,
a confirmed problem such as spam, abuse, fraud, impersonation, a prohibited listing or fake reviews.

A late plan payment does not cost you good standing. It shows as a notice while we retry the payment.

Good standing matters for businesses: a Partner keeps its included texts on bookings paid in cash only while it is in good standing. See Pro plan and add-ons.

Fixing an issue

Most money issues fix themselves once you act. The button on the issue takes you to the right place:

Issue	Button	Where it goes	Clears
Platform fees past due	Pay platform fees	The Platform fees card on Dashboard → Finances → Billing, with Pay … now (how)	As soon as the fees are paid
Dispute fee unpaid	Pay dispute fee	The same Platform fees card on Dashboard → Finances → Billing	Once a payout or a payment covers it
Plan payment past due	Pay for your plan	Dashboard → Finances → Billing (Account app: Billing → Funding sources)	When the payment goes through
Card needs attention	Update card	Same as above	When the card is updated
Payout details need verifying	Verify payout details	Dashboard → Finances → Receive payments	When verification is complete
Anything else	Contact support	The United Pet Club contact page	When our team resolves it

If an issue has a Fix by date, deal with it before then. After that date an unfixed notice or warning becomes Restricted.

Appealing a decision

If you think an issue is a mistake, and it shows an Appeal button:

Click Appeal.
In Appeal this decision, write under Your appeal what happened and why it should be reconsidered.
Click Send appeal. You will see Appeal sent. We’ll let you know the outcome.

You can appeal an issue once. Someone other than the person who opened the issue reviews your appeal. While it is waiting, the issue shows Appeal sent … with your text, and it stays in force. Then:

If we agree with you, the issue is closed as Overturned on appeal and its strike is removed. If it was a suspension, your access comes back.
If we don’t, the issue stays open, and it cannot be appealed again.

Money issues (fees, dispute fees, a late plan, a card) cannot be appealed: pay them and they clear.

Strikes

Confirmed problems such as spam, abuse, fraud, impersonation, a prohibited listing or fake reviews each count as a strike for 90 days. A strike still counts after the issue is closed, until its 90 days are up. The page shows when each strike expires.

Three active strikes suspend the profile or account until our team reviews it. You can appeal that suspension. If a suspension is lifted, the same three strikes do not suspend you again, but a new strike would.

If two profiles of the same account are suspended within a year, the account is put under review.

While an issue is open

Some issues pause things until they are resolved. The Paused right now list on your Standing page shows exactly what. While a problem such as spam, abuse or fraud, or a review by our team, is open, you cannot:

transfer a profile to another account,
change a profile’s handle,
create new profiles,
close your account or delete the profile,
change payout details.

This stops a profile from being moved, renamed or closed while an issue about it is open. If you try, you will be told that your standing does not allow it until the open issues are resolved.

What a suspension does

A suspended profile is hidden from the public site and search, and everything on the list above is paused. Nothing is deleted.
A suspended account suspends every profile it owns. Those profiles show The account that owns this profile is suspended, so this profile is suspended too. While the account is suspended, only its Owners can still open it in the Account app, to see what happened, pay, export data and appeal. Other members are locked out until the suspension is lifted.

When the suspension is lifted, everything comes back as it was.

E-mails and notifications

When an issue opens, and again when it is resolved, we send you an e-mail. For a profile you also get a notification in the Dashboard. For a profile the e-mail goes to the owner account’s billing e-mail. The message says what happened, what to do and any fix-by date, and links to your Standing page. These messages are in English for now.

Account settings: the Account app’s settings, including Standing.
Card on file: the card used for platform fees.
Plan payments: what happens when a plan payment fails.