Open the customer from Customers → All Customers and review General Information. Check Account State, Expiry Date, Current Connection, Current IP, Current MAC, and NAS Router. The Sessions tab lists devices the customer has connected with.
Check the service and router
If the account is expired or has no package, review the customer's expiry and plan before changing network state. If the account should still be active, open the assigned router and check its Status and Last Seen. See Router health and diagnostics for those signals.
You can also ask Loy to diagnose the customer by service username, voucher code, or account number. Loy checks the customer's connection status and assigned router; use the returned result instead of assuming why the connection failed.
Disconnect a stuck session
From the customer row's Customer actions, choose Disconnect only when you intend to end the current live session. This does not change the customer's plan, expiry, or billing status, so a customer whose service is still valid can reconnect.
If PayGrid reports Disconnect failed, it could not reach the router or did not find a live session. Check the router's health and the customer's Sessions information. Disconnect is different from Revoke package (expire now), which ends the service; see Customer service lifecycle.