Overview
If you see a “You’re suspended” message in Elements or are unable to view diagrams within Salesforce, the issue is typically related to authentication — often caused by an expired refresh token or a suspended subscription due to billing status.
This article explains:
Why the error occurs
How to refresh your authentication token
How to restore access
What to do if the issue is billing-related
Symptoms
You may experience one or more of the following:
Seeing a “You’re suspended” message
Being repeatedly prompted to sign in, even after seeing “Authentication successful”
Inability to see elements under Elements of Maps
Diagrams not loading in Salesforce
An “Expired refresh token” message in Elements
Why This Happens
There are two common causes:
1. Expired Authentication Token
Elements uses authentication tokens to securely connect Salesforce to your Elements account.
If the refresh token expires, Salesforce can no longer query Elements data, which may:
Prevent diagrams from loading
Trigger suspension-like messages
Cause repeated login prompts
2. Subscription or Billing Suspension
If an invoice is unpaid or the subscription has lapsed:
The account may be suspended
Authentication calls to Elements may fail
Users may see a “You’re suspended” message
If authentication fails due to billing status, refreshing the token alone will not fully resolve access until the subscription is restored.
How to Fix an Expired Refresh Token
If you are a System Administrator in Salesforce, follow these steps:
Step 1: Log in Directly to Elements
Open a new browser tab.
Go to: https://elements.cloud
Sign in successfully.
Step 2: Navigate to Your Implementation
Go to Playground
Select your relevant implementation (for example, Nest of Business Processes)
Navigate to Metadata
Step 3: Refresh the Expired Token
If you see a message indicating an expired refresh token:
Click Refresh next to the expired token message.
Complete the sign-in process.
Return to Salesforce.
Reload the affected diagram.
You should now be able to view previously inaccessible diagrams.
If You Still See “You’re Suspended”
If refreshing the token does not resolve the issue:
Check with your finance or procurement team to confirm:
No unpaid invoices
Subscription renewal has been processed
Contact Elements Support if needed.
Ensure the correct billing contact information is on file.
In some cases, suspension occurs due to difficulty contacting the appropriate billing contact.
Preventing Future Authentication Issues
To reduce the likelihood of recurrence:
Ensure renewal invoices are processed before expiry
Keep billing contact information up to date
Periodically verify that your Salesforce integration remains authenticated
If you are a System Admin, monitor token expiration warnings in Elements
When to Contact Support
Contact support if:
You refreshed the token but still cannot access diagrams
You are unsure whether the issue is authentication or billing-related
You need help updating account contact information
You are not a System Admin and cannot refresh the token yourself
Need Further Assistance?
If you're unsure whether the issue is technical (token-related) or subscription-related, please contact support and include:
A screenshot of the error message
Your Salesforce Org (Production or Sandbox)
The implementation name
Confirmation of billing status (if known)
This will help us resolve the issue quickly.
If you'd like, I can also:
Rewrite this in a more concise Intercom style
Add internal-only troubleshooting notes
Convert it into a customer email template
Create a shorter “quick fix” version
Tailor it specifically for System Admins vs End Users
yes please write this in intercom style
Here’s the Intercom-style version — shorter, clearer, and more action-oriented.
Seeing “You’re Suspended” or an Expired Refresh Token?
If you’re unable to view diagrams in Salesforce, seeing repeated login prompts, or getting a “You’re suspended” message, this is usually caused by one of two things:
An expired authentication token
A billing/subscription issue
Here’s how to quickly diagnose and fix it.
🔎 Common Symptoms
“You’re suspended” message
Diagrams not loading in Salesforce
Blank screen under Elements of Maps
Repeated login prompts (even after “Authentication successful”)
Message showing Expired refresh token
✅ Fix: Refresh Your Authentication Token
If you're a Salesforce System Admin, follow these steps:
1️⃣ Log in directly to Elements
Open a new browser tab
Go to https://elements.cloud
Sign in successfully
2️⃣ Open Your Implementation
Go to Playground
Select your implementation
Navigate to Metadata
3️⃣ Refresh the Token
If you see Expired refresh token:
Click Refresh
Complete the sign-in process
Return to Salesforce
Reload the diagram
Your diagrams should now load correctly.
⚠️ Still Seeing “You’re Suspended”?
If refreshing the token doesn’t resolve it, the issue may be subscription-related.
This typically happens if:
An invoice is unpaid
A renewal hasn’t been processed
Billing contact details are outdated
When this happens, authentication fails because the account is temporarily suspended.
💡 What To Do
Check with your finance/procurement team
Confirm invoice and renewal status
Ensure the correct billing contact is on file
Contact Elements Support if needed
If you're a System Admin, it’s helpful to be CC’d on billing communications to prevent delays in future.
🛟 Contact Support If:
You refreshed the token but still can’t access diagrams
You’re unsure whether it’s authentication or billing
You need help updating account contact details
When contacting us, please include:
Screenshot of the error
Your Salesforce org (Production or Sandbox)
Implementation name
Confirmation of billing status (if known)