My site is past due

If we can’t charge the card on file for your website subscription renewal, your site will be become “past due.”

John-David Haire avatar
Written by John-David Haire
Updated over a week ago

We’ll send an email, text, or in-app message asking you to take action to fix it. 

We'll try processing the payment again for 15 days after the payment was due. After 15 days, your site will go from past due to cancelled. Its content will be [marked for permanent deletion]. You can [reactivate your site] to resume service.

If your site is past due, follow this guide to learn what to do next.

How do I prevent my site from being deactivated?

Update your billing credit card as soon as possible to avoid any service disruption. After you update your billing credit card, we'll automatically process any outstanding payments. If your credit card is valid, the payment should go through successfully, and you'll receive a purchase receipt. 

If you're not sure why your payment wasn't processed, visit Why did my renewal payment fail?

My credit card should work now. How do I submit my payment? (Billing Portal)

After fixing any card or insufficient fund issues with your bank, follow these steps to try making the payment again:

  1. Login to your Billing Portal

  2. Click Update Payment Method underneath your subscription details.

  3. Edit your payment details and click Save.

  4. If the payment was successful, you’ll see a purchase receipt.

Can I have an extension?

While we can't offer extensions on an outstanding payment, we do have a 15-day, automatic grace period. Your site will expire 15 days after a payment is due. You can [reactivate the expired site] after you make a payment. [Content may or may not be recoverable] (Deleting your site and its content), depending on how long the site was expired.

Can I put my subscription on hold?

It isn't possible to place your subscription on hold.

Can I change my billing cycle?

After you update your billing credit card, you can change your billing cycle. It isn't possible to change your billing cycle while your site is past due.

How do I cancel my subscription?

If you no longer want your site, you can cancel your subscription.

My payment went through, but my site is still down.

If your payment processed successfully, but your site is still down, this could be related to [your domain] or [your browser's cache.] 

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