Blocked user recovery for B2B support teams
Last updated 27 September 2026
A blocked user in B2B software is someone your app stopped from finishing an action, usually for a reason it never explained. Their invoice was rejected, their import failed, their upload was refused, their session expired. They see "Something went wrong," try again, get the same message, and write to support. Scritch recovers them before the ticket is filed. This is for B2B support teams, not consumer social moderation or account bans.
What blocked means in B2B
A blocked user is not someone whose account was banned for violating terms. It is someone who tried to do something legitimate and your app refused them, usually without saying why. The real cause is in the server's response (a validation rule the form never showed, an expired session, a file format your endpoint will not accept), but the user only sees "Something went wrong. Please try again."
They are blocked because they cannot finish. Not because they did something wrong, but because your app caught an error and showed a message that gives them no way forward except writing to support.
Examples of blocked users in B2B
- Rejected invoice or payment: The VAT number does not match the billing country, or the card declined for a reason the payment provider knows but the app never surfaced.
- Failed import: 42 of 240 rows were rejected because the dates are ambiguous (day-first or month-first), but the app does not say which rows or what to fix.
- Refused upload: The profile photo is a PNG but the endpoint only accepts JPEG or WebP, and the form never said so.
- Expired session: The user tries to save a draft, their sign-in expired forty minutes ago, and the app says "please try again" instead of "sign in again."
- Locked account access: The user cannot sign in because their account is locked pending verification, but the app says "incorrect password."
Every one of these is a legitimate user trying to finish, blocked by your app, who then writes to support instead of carrying on.
How Scritch recovers blocked users
Scritch is an AI recovery agent that picks up when your app blocks someone. It reads what your app already knows: the server's real response, the validation rules, the error your monitor caught, whether the auth provider says the session expired or the account is locked. It asks the user the one thing no tool can tell it, in plain words. If a fix needs approval, it shows exactly what will change. It proves the fix before anyone is told they are unblocked. The user carries on, and the ticket is never filed.
For failures it cannot recover, it explains the problem plainly, gives the user a reference to quote, and hands your team the complete trail. Your support queue sees only what the agent could not fix, already halfway solved.
What your team gets
| Without recovery | With Scritch | |
|---|---|---|
| Blocked user outcome | Writes to support, waits for reply | Answers one question, approves fix, finishes |
| Support workload | Every blocked user is a ticket | Only failures the agent could not fix |
| Resolution time | Hours to days (queued, assigned, answered) | Seconds to minutes (in the moment) |
| Evidence trail | Support reconstructs from logs | Already complete when escalated |
This is not consumer account moderation
Scritch is for B2B support teams whose users hit technical blocks: rejected actions, validation failures, expired sessions. It is not for consumer social platforms looking to automate account unban appeals or content moderation decisions. Those are policy calls, not recoverable tasks.
If your product is B2B software (invoicing, CRM, project management, data tools) and your support queue is full of "why was I blocked" or "my action failed," you are handling the kind of blocks Scritch recovers. If your product is a consumer social app and the blocks are bans or suspensions, this is not the tool.
Get started with blocked user recovery
Install the SDK (npm install scritch-react), wrap the call that blocks users in useRecoverableTask, and render the guidance where the error message used to go. Pick the one failure your support queue hears about most. The first recovery is proof it works, and every recovery after is a ticket your team never has to answer.
Try the live demo on a sample invoicing app, grade your own error in the free error message checker, or create a workspace to see it recover blocked users in your own app.