When a payment fails
A declined card gets 21 days before anything changes, then the account goes read only, and updating the card brings it straight back.
Cards expire and banks decline things. When a renewal does not go through, nothing happens to your account for 21 days, and fixing it takes about a minute.
What you see
- An email from Stripe, our payment processor, about the failed charge, with a link to update the card.
- The Billing & Seats tab in Settings shows Your last payment did not go through, with a button to update your card. The owner and admins see it; agents on the team see nothing different during these 21 days, and nothing changes for them.
Stripe retries the card several times over the next few weeks on its own. If one of the retries succeeds, the notice goes away and nothing else changes.
How to fix it
- Open Settings, then Billing & Seats.
- Select Update payment method. The billing portal opens.
- Add a new card, or correct the one on file, and make it the default.
The outstanding invoice is charged as soon as a working card is on file. The notice clears, and your rate is unchanged.
After 21 days
If no payment has gone through 21 days after the first failed charge, the account becomes read only. Everyone can still open every page and read everything. Changes are not saved, and a banner at the top of every page says so and names who can fix it. Nothing is deleted.
You get an email the day that happens, and another one 80 days later, so the clock is never a surprise.
Updating the card in the billing portal brings the account straight back, with the same rate. The 21 days are the same window that protects your rate: a payment that recovers inside it keeps everything exactly as it was.
After 90 days
If the account stays read only for 90 days, the window for your old rate closes. You can still start a subscription from the Billing & Seats tab, at the current rate, but we do not promise to keep the data past that point. If you are not coming back, export first; see Export your data.