A CORE user's BQE ePayments account was inactivated without any prior intimation.
In BQE ePayments, merchant accounts are automatically reviewed for inactivity as part of Payrix risk and fraud-prevention requirements. An account can be marked inactive and closed under either of the following conditions:
- The merchant account was activated more than 2 years ago, but has never processed a transaction, or
- The merchant has processed transactions in the past, but no transactions have been completed in the last 13 months
Before closure, merchants are typically provided a 30-day warning period during which they must take action to keep the account active. To reset the inactivity clock, the merchant must successfully complete a transaction within this timeframe. Simply logging into the merchant portal or navigating the platform does not qualify as activity.
If no qualifying activity is detected by the deadline, the account is closed by the Risk Team and moved to a Denied status. When denied, the merchant cannot resume processing on the same account and must apply for a new ePayments account if they want to process payments again.
Details related to inactivity and account closure are recorded as public notes on the merchant account and are visible in the Notes section of the merchant portal. In addition, notifications regarding inactivity warnings or account status changes are generally sent via email to both the merchant and referrer.
In certain cases, an exception might be requested by contacting the Support Team. Any exemption is subject to Risk Team review and approval and is typically temporary. If approved, the account can be excluded from closure; however, it will be reviewed again after 12 months to determine whether inactivity rules should be reapplied.