If your Convoy Platform account has been placed on hold, you'll receive an email explaining why and outlining the steps needed to reinstate it. This article explains what it means for your account to be on hold, the most common reasons it happens, and what you need to do to get back to accepting loads.
Need immediate support? Contact carrieraccess@convoy.com with your DOT number so we can look into your account quickly.
What does "on hold" mean?
You cannot accept new loads on the Convoy platform.
You are still required to complete any active shipments. Do not abandon loads already in progress; you remain responsible for those until delivery is complete.
In some cases, if you are assigned to a shipment that has not yet picked up and pickup is imminent, you may be removed from that load and will be notified by email.
Your account will remain on hold until you complete the required verification steps outlined in the email you received.
Why was my account placed on hold?
Verification Needed
In some cases, we may place an account on hold if we notice unusual activity or are unable to confirm certain account details. This is done to protect your account and ensure the security of the platform for all carriers.
Performance Issues
Convoy Platform holds carriers to high service standards to maintain reliability for brokers across the network. Your account may be placed on hold if we identify a pattern of performance concerns, including:
Frequent late pickups or deliveries
Load cancellations or no-shows
Complaints from brokers or facilities
Low quality app use scores
If your account has been placed on hold for performance reasons, you'll receive an email with details and next steps. In many cases, a member of our team will reach out to discuss the situation and what's needed to restore your account to good standing.
Still have questions?
Contact carrieraccess@convoy.com for support.