What Happens When a Payment Fails

If a payment fails, your service is not suspended immediately. This guide explains the retry timeline, what notifications you will receive, and how to restore a suspended service.

What Happens When Payment Fails

When an automatic payment cannot be collected, we send an email notification to your registered address with a link to pay the invoice manually. Check your spam folder if you do not see it.

Services are suspended on the same day a payment fails. If you are expecting a payment difficulty, contact us proactively before the due date - we can often arrange a short extension without suspension.

How to Pay a Failed Invoice

1. Log in to the client area.
2. Go to Billing → Invoices and find the unpaid invoice.
3. Click the invoice, then click Pay Now.
4. Complete payment by card or PayPal.

Once payment is confirmed, your service is unsuspended automatically - usually within a few minutes. If it is not restored within 30 minutes of payment, open a support ticket.

Why Did My Card Fail?

Common reasons for a card payment failing:

• The card has expired - update your saved card under Billing → Payment Methods
• Insufficient funds at the time of collection
• Your bank declined the transaction - sometimes banks block recurring payments to new merchants; contact your bank to whitelist the charge
• The card details saved on your account are out of date - re-add the card with the current details

See the payment methods guide for how to update your card.

PayPal Payment Failures

PayPal subscription payments can fail if your PayPal balance is insufficient or your linked funding source has an issue. Log in to PayPal and check your account status. Once the underlying issue is resolved, you can pay the invoice manually in the client area and PayPal will attempt the subscription again on the next cycle.

Data Retention After Suspension

Suspended services remain on our systems for a period after suspension before being permanently deleted. If your service is suspended and you pay within this window, all data is restored. If a service is terminated after the retention period, data cannot be recovered. We strongly recommend keeping your payment details up to date and acting on any overdue invoice emails promptly.