What happens when a payment fails
When your subscription payment date arrives, we attempt to charge the payment method on file for your account.
If the payment doesn’t go through (due to insufficient funds, an expired card, or any other issue), your subscription status changes to “past_due”.
During this “past_due” period:
You can continue using your account for three days.
You will receive email notifications to your registered email address with every failed payment attempt.
Our system will keep trying to collect the outstanding payment.
If the payment is not successfully completed after this period, your account will be automatically locked. However, rest assured that your data is still intact and won’t be deleted during this period.
How to regain access to your account
To be able to log in to your account again, you need to resolve the issue that prevented the payment. Once you have made the appropriate corrections:
The payment platform will retry the past-due payment. This retry typically happens once per day.
Our system checks for updates on past-due payments every 1 to 3 hours. So, after the payment is processed successfully, our app still needs to pick up the update and change your subscription status back to “active”.
This means there might be a short delay between the successful payment and when your account is unlocked. Please wait a few hours and try accessing your account again.
If you still cannot log in after 4–6 hours, contact our support team, and we will investigate the issue preventing you from accessing your account and help you regain access as quickly as possible. For urgent issues, please contact us immediately.
To avoid this situation in the future
Keep your payment method updated.
Make sure there are sufficient funds or credit available on your billing date.
Consider adding a backup payment method in your account settings.