A locked client file stays in your account, but XBert stops working on it and you cannot open its work items until it is unlocked.
Why a file locks
A client file locks when it isn't on a plan. That happens when:
its free trial ends and it hasn't been moved onto a plan. A client added while your XBert account is in its 14-day free trial shares that trial. A client added after that gets its own 7-day trial.
it isn't on a plan and isn't in a trial.
you add a client you've had in XBert before, so it doesn't get a new trial.
To unlock it, put it on a plan from your Client Plans page. The steps are under How to unlock a file below.
Note: A file does not lock because of how much activity it has. Activity volume decides which plan a connected client sits on, but it never locks a file.
Workflow-only (Manual) clients are free, so they don't lock. If one shows as locked, contact support with the client name.
đ Read more here: Understanding XBert Pricing
MYOB client stuck and asking for a password?
đ Read more here: MYOB Client Files Locked
How to unlock a file
Go to Settings, then under Clients select Plans.
Any file that needs unlocking has an Unlock button on its row.
Click Unlock. The pricing summary updates to show what you will pay. You are invoiced a pro rata amount for that file, covering from now to your next billing date.
Select Pay Now and complete your billing details.
Your card is charged and an invoice is emailed to the address you entered on the payment page. From then on you are charged each billing period at the frequency your account is on.
đ Read more here: Checkout and Billing
Note: Your billing frequency is set for your whole account, not per client. Whichever frequency you choose, monthly or annually, every client plan is billed on it from then on. You cannot put one client on annual billing and another on monthly.
To enquire about changing your billing frequency, please contact support.
While a file is locked
Locked clients with work items will still appear on your Work View, marked with a lock icon. If you try to open one of those work items you will not be able to access it, and will be prompted to unlock the file.
XBert also stops updating a locked file's data, so its reports keep old or zero figures until you unlock it.
â ď¸ A locked Financial AI file is scheduled for deletion 30 days after it locks.
Your Client Plans page shows Deleting in [X] days next to it. Unlock the file to stop this.
Need help?
If you have any questions, our support team is here to help!
Reach out via the chat widget on the bottom left of your XBert screen (Help), or email us at support@xbert.io