Payment issues can occasionally arise. Here we explain what happens when a payment fails, how long you have to resolve it, and how to reactivate your subscription if it is canceled.
What Happens When a Payment Fails?
If your account has a failed payment, you will receive an email notification and our system will attempt to process the payment up to three times. A payment failure may occur due to various reasons, including but not limited to:
Card Payment Failure: Technical issues with the card.
Insufficient Funds: Not enough balance in your account.
Card Declined: Your bank or card issuer may have declined the transaction.
Expired Card: The card on file has passed its expiration date and can no longer be charged. Many failed payments come down to a card that expired. Reviewing your payment method in the Billing Portal before the renewal date is the easiest way to avoid an interruption to your service.
If the payment failure occurs on the subscription renewal date, you can still access the platform while you resolve the payment issue. Our system will attempt to process the payment 2 more times during the next 2 days, before cancelling your subscription due to payment failure. This grace period allows you to continue using our services without interruption as you work to fix any payment problems.
Additionally, please note that if your subscription is canceled due to these payment failures, any discounts you had prior to cancellation will no longer be applicable upon re-activating your account.
How to Fix It
Update your payment method in the Billing Portal before the final attempt. Step-by-step instructions: Managing Your Billing Details.
Reactivating Your Subscription
If your subscription has been cancelled, you have the option to reactivate your account with the same subscription plan, or select a new plan that would fit your design needs.
Upon logging in after your subscription is canceled, you will see a banner on your account dashboard prompting you to purchase a new plan. This banner will guide you to the pricing page, where you can select a new subscription plan.
Once you have chosen a plan and completed your payment, your account will be reactivated, allowing you to enjoy all the features and benefits again.
✨ Prevent Payment Failures: The best way to prevent a failed payment from disrupting your service is to keep more than one payment method on file. If your primary card declines, expires, or runs into a technical issue, a backup payment method can pick up the charge automatically, so your subscription stays active and your work is never interrupted. You can add a backup payment method anytime from the Billing Portal.
Need Help?
If you have any questions remember that support is just a click away. Use the chat feature to connect with a Customer Success Representative who can provide real-time assistance.