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In case of payment failures, we will notify you by email, and retry the payment 4 times during 21 days following the payment. 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 the payment.
The subscription will be cancelled only if the payment failure is about the subscription payment, not in case of payment failure for overages. This is done to prevent an unexpected overage to block your account, especially if you are on annual subscriptions you might have the card expire mid-way and encounter this issue unexpectedly.
In detail, this is how we handle notifications:
Invoices: all invoices are sent exclusively to the billing email associated with the account.
Overage Payment Notifications: notifications regarding failed payments for overage charges are also sent solely to the billing email.
Payment Issues: if there is a payment issue that could lead to the cancellation of your subscription, we send notifications both to the billing email and to all project owners.
Subscription Reactivation/Cancellation: notifications related to the reactivation or cancellation of a subscription are sent both to the billing email and to project owners.