When a payment fails
What happens when your card is declined, and how to keep your plan.
If Stripe can’t charge your card for the plan, the owners get a notification: Your card was declined. Nothing changes straight away. Stripe tries again over the next few days.
Fixing it
Open Settings → Plan and billing. Under Billing, Payment and invoices says the last payment didn’t go through, with Update card. Choose it, add a card that works, and Stripe uses it for the next try.
If it still doesn’t go through
When Stripe stops trying, the plan ends and the workspace moves to Free. The owners are told. Plan credits end with the plan; top-up credits stay until they expire. To pick the plan back up, pay the open invoice in Stripe’s billing page: Payment and invoices → Manage.
Automatic top-ups
If the card is declined for an automatic top-up, automatic top-ups turn off and the owners are told. The credits already added stay while the bill can still be paid; if it’s voided or given up on, they’re taken back as far as they’re still there. Update the card under Payment and invoices, then turn Top up automatically back on. See Automatic top-ups and low-credit reminders.
A real person in Melbourne will write back, usually within one business day.