If your Proto device is displaying a “Suspended” message, it likely means the annual software license has expired or payment information needs to be updated.
What Causes Suspension?
Your Proto device requires an active software license to operate. If the subscription has expired or no valid payment method is on file, the system automatically suspends the device until it's renewed.
How to Check & Reactivate Your Subscription
You can easily resolve this by following these steps:
1. Go to Your Subscription Settings
Log in to the device owner's Proto Cloud account, and tap the user icon in the top-right corner.
Select Settings.
Navigate to the Subscriptions tab.
2. Review Your Subscription Status
If your license is expired, you’ll see the option to “Buy” a new subscription.
If payment info is missing or outdated, you can add or update your payment method directly on that screen.
3. Reactivate the License
Once payment is completed or the license is renewed, the device will automatically lift the suspension.
🕐 Note: It may take 1–2 minutes after purchase for the device to refresh its status.
Still Seeing “Suspended”?
If you've renewed your license and the device still shows as suspended:
Try restarting the device by powering it off and back on.
Make sure the device is connected to Wi-Fi.
Still having trouble? Submit a support ticket here and please add your account manager.