# When try to Encode the Audio/Video File got this error message Account has been Deactivated

**URL:** <https://community.bitmovin.com/t/when-try-to-encode-the-audio-video-file-got-this-error-message-account-has-been-deactivated/3317>\
**Category:** Bugs\
**Created:** [September 30, 2024, 11:13am UTC](https://community.bitmovin.com/t/when-try-to-encode-the-audio-video-file-got-this-error-message-account-has-been-deactivated/3317 "2024-09-30T11:13:19Z")\
**Posts on this page:** 2\
**Page:** 1

<div class="post-metadata">

**Author:** ![vediccosmos.ms](https://avatars.discourse-cdn.com/v4/letter/v/bbce88/32.png) [@vediccosmos.ms](https://community.bitmovin.com/u/vediccosmos.ms)\
**Post date:** [September 30, 2024, 11:13am UTC](https://community.bitmovin.com/t/when-try-to-encode-the-audio-video-file-got-this-error-message-account-has-been-deactivated/3317/1 "2024-09-30T11:13:19Z")

</div>

### Affected product

Encoding - VOD

### Description

When we trying to encode the audio/video file we are getting this error message “Your account has been deactivated. Please contact support!”. I have checked the billing details all are paid no outstanding but still receive this error message. Kindly advice. Thanks

I also raised ticket in dashboard and ticket number is : #22527 & #22439

### Expected behavior

When try to encode the audio file receiving this error message

### Reproduction steps

Bitmovin Login - VOD Encoding - Encodings - Create New Encoding

---

<div class="post-metadata">

**Author:** ![yuliia.pelekh](https://avatars.discourse-cdn.com/v4/letter/y/f08c70/32.png) [@yuliia.pelekh](https://community.bitmovin.com/u/yuliia.pelekh)\
**Post date:** [October 8, 2024, 7:50am UTC](https://community.bitmovin.com/t/when-try-to-encode-the-audio-video-file-got-this-error-message-account-has-been-deactivated/3317/2 "2024-10-08T07:50:02Z")

</div>

Hello! As we have fixed this issue, I am closing this thread 🙂