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In case of payment failures, we will notify you by email, and automatically retry the payment 4 times over the next 21 days. If payment still has not gone through after these attempts, and you have not contacted us, the project will be temporarily deactivated until you are able to complete payment. At any time, you can log in to your dashboard, enter new payment information, and tell our system to retry billing.
Project deactivation will only happen if the subscription payment itself fails, not if an overage payment fails. This is done to prevent unexpected overages from blocking your account. This is especially helpful for customers on an annual subscription, whose credit cards might've expired halfway through a subscription term.
In detail, this is how we handle notifications:
Invoices: All invoices are sent exclusively to the billing email associated with the account or organization.
Failed Overage Payments: Notifications regarding failed payments for overage charges are also sent solely to the billing email. Failed overage payments will not cause project deactivation.
Critical Payment Issues: If there is a payment issue with the subscription plan (not overages) that could lead to the cancellation of your subscription and project deactivation, we send notifications to the billing email and project/organization owners*. These are sent as soon as payment fails, giving you time to resolve the issue before service is impacted.
Subscription Deactivation & Reactivation: If critical payment issues are not resolved in a timely manner, our system will automatically pause the subscription and deactivate your projects. These deactivation confirmation emails are sent to the billing email and project/organization owners*. They will also get another email once billing is resolved and projects are reactivated.
| Notification Type | Billing Email | Project & Org Owner(s)* | Org Viewers | Collaborators in Projects |
|---|---|---|---|---|
| Invoices | ✅ | ❌ | ❌ | ❌ |
| Failed Overage Payments | ✅ | ❌ | ❌ | ❌ |
| Critical Payment Issues | ✅ | ✅ | ❌ | ❌ |
| Subscription Deactivation & Reactivation | ✅ | ✅ | ❌ | ❌ |
*In larger organizations, only the first 50 owners (to join the org) will receive email notifications.