When a payment fails

A renewal can fail for ordinary reasons: the card expired, the bank declined it, or there were not enough funds. Nothing is deleted and nothing happens immediately.

What happens, in order

1. The payment provider retries on its own. Most declines succeed on a retry a day or two later, so often there is nothing for you to do.
2. We email the workspace owner the same day, and again on day three and day seven, with a final notice three days before the deadline. Every message links to the same place: update your payment method.
3. Paid features stay on for a grace period, which is fourteen days by default from the first failed attempt. A banner in the app shows the exact date.
4. After the grace period the workspace drops to the free plan. Your data is untouched; the free plan's limits apply until a payment succeeds.

If the provider gives up before the grace period is over, and reports the subscription as unpaid rather than past due, the grace period ends at that point.

Fixing it

Click Update payment method in the banner or on the billing page. That opens the payment provider's own portal, where you change the card. The pending payment is then retried automatically, usually within minutes, and paid features come back on their own. There is nothing to tell us afterwards.

If the workspace has already dropped to the free plan, the same button still works: a successful payment restores the plan.

Who can fix it

Anybody whose role includes managing billing: owners, admins, and the billing role. If you are the only owner and are away, consider giving a colleague the billing role before you go.