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Failed or Late Payments

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Payments can fail for a variety of reasons. If there’s ever a payment issue, we notify the Workspace Owner using the account’s email address found in Log In Info & Security.

Note:

Workspace Admins, Contributors, and Members do not receive billing notifications. Only the account’s Workspace Owner receives a notification.

What happens if my payment fails?

Quick tip:

You can manage payment methods or retry a payment in your dashboard.

Go to Subscription Plan

Main payment method

After the first failed payment

What to expect

Credit Card

 3 days

 

  • We attempt the payment a second time.
  • If there are still issues with the payment, the Workspace owner receives another reminder email.

 
6 days

 

  • We make a final attempt to process the payment.
  • If the third attempt at payment fails, we reach out to the Workspace owner again, and the account is suspended.

 
Paypal 5 days

 

  • We attempt the payment a second time.
  • If there are still issues with the payment, the Workspace owner receives another reminder email.

 
10 days

 

  • We make a final attempt to process the payment.
  • If the third attempt at payment fails, we reach out to the Workspace owner again, and the account is suspended.

 

After 3 failed payments

After 3 failed attempts to process your payment, your account is suspended. At that point, access to the dashboard is limited to basic functionality, and your website is no longer available to visitors. A message displays on the website that says this website is unavailable, if you are the website owner, please contact us.

account-suspended.png

Making a payment will restore your account’s features and websites. You can process a payment and renew your subscription by clicking the Renew button found in Subscription Plan under Workspace Settings.

Important:

One month after the third failed payment, the account’s websites and data are deleted.

Updating your payment method

If you experience any issues with a payment, you can change or update your payment method in your account’s Payment Methods.

Quick tip:

If you update your payment method, you can retry the payment immediately by clicking on the Retry button located under Subscription Plan in Workspaces Settings. Otherwise, we’ll retry the payment during the next scheduled attempt.

We can help

If you have any questions or concerns about payments, our customer care team is available to help 24/7. For the fastest assistance, please join us in a live chat. Click the messaging icon in the bottom right corner, and select Live Chat to get started.  

We can help keep your account up and running for a few days until you can add a new payment method or resolve issues with your funds or credit card.

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