Failed Payments
All our payments are processed via Stripe - if your credit card payment fails, we automatically retry it several times over the coming days/ weeks.
If it continually fails then please understand we'll have to lock your workspace until you enter a new/ successful payment card.
Why Payments Fail
The usual reasons a payment fails are:
Insufficient funds available
Your credit card has expired
CVC data doesn't match what your bank has on file
What Happens After a Failed Payment
When your payment fails we retry the payment up to four times over the course of the month.
Each time a payment fails, we’ll send an email to your billing admin to let them know.
If the last attempt fails, your workspace will be locked. Rest assured though, you won't lose any content, we don't delete anything at this stage - but you won't be able to access your account until the payment is resolved - usually by putting a new card in.
Resolve the Issue by Updating Your Payment Method
If you’ve run into a payment issue you can update the credit card directly from the billing page:
Click your profile logo or initials in the top right corner.
Select Site Settings from the menu, then scroll down to the Billing in the left hand menu.
Select Billing from the left hand menu.
Click Manage Billing to open up what is called the 'customer portal'.
Click + Add payment method to add a new card.
We also advise you to remove any old or failing payment methods, so that you only have one payment method on file.
If you're having particular difficulties or ongoing problems with managing your payment method then https://northernlabs.slite.com/app/docs/OI0BDOyRt5ddxd.