Esper portal login times out for all users: account suspension due to overdue invoice

Android

If you and all other users in your organization cannot log in to the Esper Console, and login attempts time out without an error message, your account may be suspended due to an overdue invoice. This article explains how to diagnose and resolve this issue.

Before you begin

Confirm that the login timeout affects all users in your organization, not just one person. If only one user cannot log in, the issue is likely a credential problem rather than an account suspension.

How to rule out network and browser issues

Test login from a different network. Try both a mobile hotspot and a different internet service provider if possible.
Test on a different device (phone, tablet, or another computer).
Try logging in using incognito or private browsing mode.
Test in multiple browsers (Chrome, Safari, Firefox, Edge).

If all tests fail with the same timeout, a network or browser issue on your side is not the cause.

How to check for a billing hold

The most common cause of an account-wide login timeout is a billing hold triggered by an overdue invoice. Check your recent email communications for any messages from Esper Finance or Billing regarding an unpaid invoice.

If you have an overdue invoice or past-due notice, contact your account manager or finance contact immediately to resolve the billing issue. Once payment is received or arranged, your account access should be restored.

How to restore console access

After your billing issue has been resolved:

Wait 5–10 minutes for the system to process the payment or billing hold release.
Try logging in again using your tenant URL or the Esper home page.
Test login across multiple users in your organization to confirm access is restored for everyone.

If you cannot log in to the Esper Console to submit a support ticket, use the alternative contact method linked in the "Still need help?" section below.

Still need help?

If your account billing is current but you still cannot log in, or if you have questions about a billing hold, contact Esper Support. Have the following information ready:

Your organization name and tenant URL
The date when login timeouts began
Any recent invoices or billing communications from Esper
Results of your network and browser tests