Messages and banners in the portal
A colored band, a notice, or a whole page appears, and you want to know what is behind it and what to do.
9 minute readHelpUpdated: 10/25/2026
On this page
Before you start
- For
- Everyone who works in the portal and wants to know whether a message requires action.
- Prerequisite
- None. Which bands you see partly depends on your role: whoever may read billing sees the bands about overdue invoices and failed payments. Everyone sees the bands Organization frozen. and Access suspended.
- Where in the portal
- The header and the strip directly below it. The messages appear on every page until the cause is resolved.
The portal speaks up in four places: with a colored band below the header, in the Notices sheet, in the bell in the header, and, rarely, with a whole page. Find the wording you are looking at in the tables below. The row says what is behind it and what the message wants from you.
Warnings about contract and payment
These bands appear above every page as long as the cause exists. Each carries a button that leads exactly to where the cause can be fixed.
| Title | When it appears | What the band says | Way out |
|---|---|---|---|
| No payment method yet. | during the trial, as long as no payment method is on file | “Free until … To keep everything running afterwards, add a payment method by then.” | Add payment method |
| Invoice overdue. | an invoice is still open past its due date | “An invoice is open. Please settle it so your displays keep running.” | Open invoice |
| Payment failed. | the charge by card or direct debit was returned | “The direct debit came back. Please check your payment method so your displays keep running.” | Check payment method |
| Organization frozen. | the grace period has expired | “Your displays keep running. Add a payment method and changes are possible again right away.” | Add payment method |
| Access suspended. | access is on hold | “Your access is suspended. We restore it as soon as your payment arrives.” | — |
| Your special rate is ending. | an agreed special rate is expiring | “From … we bill at the list price.” | Go to billing |
If a deadline is running, the band names the date. If it has passed, it says that too. If you want to change something while the organization is frozen, you read the same reason once more on the form: “Your account is frozen because of an outstanding payment. Add a payment method in billing and everything resumes right away.”
If access is suspended, a separate band reports Access suspended and counts down: “This organization’s access has been suspended. Signing out in … seconds …” After that, the portal signs you out.
Which deadline runs when is covered by Payment reminders, overdue notices, freezing, suspension. What is behind a declined payment is explained by When a payment, order, or package gets stuck.
Maintenance and support session
These messages do not come from your organization but from the operation of the platform.
| Message | Where it appears | What it means |
|---|---|---|
| Scheduled from … to … | Band below the header | Work on the system is announced for this window. Your displays keep playing. |
| Maintenance | whole page instead of the portal | “The portal is currently unavailable. We’ll be back shortly — please try again later.” The page keeps checking on its own: “We check the connection automatically and bring you back as soon as the portal is reachable again.” There is also Try again. |
| Maintenance in progress | narrow band at the bottom of the display on site | The same maintenance window, shown on the device. Playback continues, nothing is paused. |
| Support session active | Band below the header | “A member of our team is viewing this portal on your behalf. Ends in …” The session ends by itself. End support session ends it immediately. |
What the operator can and cannot see in a support session is described at Support: where to turn, what to include, and how we help.
If you cannot even get into the portal, the public status page at
https://szenera.com/status helps. It needs no sign-in, names the state of each component and the time of the last measurement, and lists ongoing faults along with their history. It is deliberately outside the portal, because a status page that goes down with the portal does not answer the question it exists for.
Which items a release brought into the interface and under which version they run is described at What’s new.
An off-air period is not one of these messages. It is a display that you scheduled to be blank, and it is described at Schedule time off air.
Messages from the portal itself
These five have nothing to do with your contract. They concern the browser in which the portal runs.
| Message | What is behind it | What to do |
|---|---|---|
| New version ready | “An updated version of the portal is waiting. Reload when it suits you — unsaved input will be lost.” | Reload now as soon as you have nothing open in a form. |
| No connection | “You are seeing the last known state. Changes are possible again once the network is back.” | Wait. Your displays are not affected. |
| Unsaved changes | “This page has unsaved changes. They will be lost if you leave now.” | Stay and save, or Discard. |
| An unexpected error occurred. | an error that the portal cannot classify | “Please reload the page.” If it persists, Support helps. |
| This view could not be loaded. | a single area of the page did not come through | Click Try again. The rest of the page stays usable. |
None of these five affects your displays. They keep playing undisturbed. See What happens when the network goes down?.
The Notices sheet
The portal collects whatever is not urgent enough for a band of its own as a notice. The header shows the top one, with 1 more notice or … more notices below it. View opens the Notices sheet with all of them. If nothing is pending, it says Nothing pending right now.
Typical notices are Trial · … days left and the reminder about the missing payment method. You can close an individual notice. If that does not work, the sheet reports “The notice could not be hidden.”
Bands from team, apps, and security
| Band | Wording | What it requires |
|---|---|---|
| Join requests | … join requests are waiting for a decision, plus “Most recent … — …” and “Owners decide on these.” | Review opens the requests in the Team area, and Hide hides the band. |
| App update | Version … is waiting. with Decide in the “Update” tab. on the app’s page, plus the notice … is waiting for your decision in the portal | Decide leads to the Update tab: Accept takes over the update, and Decline keeps the previous version. Until then, the widgets of this app cannot be newly placed in the editor. |
| Break-glass accounts | Break-glass accounts are configured under Settings › Organization › Company sign-in | Only a notice, including the time of the last use. Check occasionally whether the exception is still needed. |
The decision about new app permissions is covered by When an app update is waiting for your decision, the one about join requests by Invite members and decide on join requests.
Badges on scenes, apps, and program entries
Not every message is in a band. These badges attach to a single object and explain why it is not running right now.
| Badge | Where it appears | Meaning and way out |
|---|---|---|
| Blocked | on a scene, plus “This scene is currently not playing” | The scene uses an app that the booked package no longer covers. It drops out of programs but can still be edited: When an app does not run. |
| Not in your package or Update waiting | on an app under My apps | Your package no longer includes the app, or a new version needs your consent. If an update is waiting, the app keeps running in its previous version until then. Only its widgets cannot be newly placed in the editor: When an app update is waiting for your decision. |
| Switched off | on an installed app | “We have temporarily switched off this app. Your settings and data are kept.” Wait it out: My apps and the page of an installed app. |
| Sample data | in an app area | The entries come from the app’s sample data. If the note never goes away, only the operator can help: Support: where to turn, what to include, and how we help. |
| Paused | on a program entry in the weekly plan | The Do not play for now switch is on. The entry stays scheduled but does not take effect: Create, edit, pause, or delete a program entry. |
| Not published yet | on a scene when scheduling | The selected content is a draft and appears on no display: Save, publish, versions, and conflicts. |
| Error with Processing failed | on a media tile | The preview could not be created. Process again is in the action menu: Details, preview, and usage of a media item. |
The bell: severities and jump targets
The bell in the header holds your account’s inbox with an unread counter. All notifications › opens the Notifications area. There you choose a folder on the left (Inbox, Unread, or Done) or an area.
Every message carries a severity: Info, Success, Warning, or Error. Each also belongs to one of six categories: Security, Billing, Operations, Content, Team, and Platform. You can also set the delivery channels by these categories under Settings › My account › Notifications.
| Category | What arrives there | Where the message jumps to |
|---|---|---|
| Security | Sign-ins, password, and support access | Go to settings |
| Billing | Invoices, payments, and trial | Go to billing, for a document Go to invoice |
| Operations | Displays, devices, integrations, and reports | Go to display, Go to device, Go to analysis |
| Content | Faulty scenes and app versions | Go to scene, Go to playlist, Go to program, Go to media item, Go to app |
| Team | Join requests, app requests, and invitations | Go to team |
| Platform | Maintenance, incidents, and announcements | Go to settings, Go to your own address, Go to company sign-in |
Individual messages cannot be switched off: Security messages carry the note Always (“This message protects your account and therefore stays on.”), and deadlines and amounts do too (“Without this message you might miss a payment deadline. It therefore stays on.”). If access is suspended, the message Email only appears, because in the portal it could no longer be read.
Each row offers Mark as read and Done. Mark all as read clears the inbox in one go.
Related
- Payment reminders, overdue notices, freezing, suspension — the deadlines behind the payment bands.
- Notifications: inbox and delivery channels — decide what reaches you in the portal and what by email.
- Find your way around the portal — sidebar, header, and where the bands appear.
Found what you needed? Then carry on in the portal — or set up an organization first.
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