When a Payment Fails

One rule holds throughout, whatever state an organization is in: you can always read and export your own data. No amount owed changes that. Every export door, and both monthly meters in front of them, are untouched by whether a card went through.

What a failed payment stops is the organization growing.

The past-due ladder

Day 1 is the day the charge first failed, not the day of the latest retry. Paddle retries a failed card several times, and the window does not restart on each attempt.

Days 1 to 7

A warning at the top of Plan & usage:

Payment failed. We could not charge your card (day 3). Update it before 14 October to keep adding data and members. Nothing is locked yet.

Nothing is blocked during grace. To fix it:

1. Click Update payment method on the notice.
2. Enter a working card and confirm.

The window closes as soon as a charge succeeds, and any future failure starts a fresh window from day 1.

Days 8 onward

The warning becomes an error:

Read-only — payment overdue. Unpaid since day 12. This organization can't take on new data or members, and the plan lapses on 14 November. Everything it already holds stays readable and exportable.

Read-only means the organization may not grow. Writing data, and adding seats or members, are refused. Renaming things, editing descriptions and sharing are not — they cost nothing and grow nothing.

The fix is the same: Update payment method on the notice.

Owners see that button; other members see the state without it. The state is theirs to know; the fix is not theirs to make.

No card on file

If a subscription has no card behind it, the panel says so before anything fails:

No card on file. The next payment on 14 October will fail. Add a card for this organization.

Click Add a card and enter one. See changing the card for why this usually happens.

Upgrade is deliberately hidden while this notice is up. Buying again would risk a second subscription instead of fixing the first one.

The person paying has left

If the owner whose card is on the subscription leaves the organization, is removed, or deletes their account, every remaining owner gets a notification:

Priya is no longer in Acme Data, but its invoices still go to them. Update the billing email and card in Plan & usage.

and a standing callout on Plan & usage:

The person paying for this organization has left. Their card is still the one being charged, and invoices still go to priya@acme.com. Update the card, then the billing email.

Do it in that order:

1. Click Update card and enter a card that belongs to someone still here. The status bar confirms it once Paddle reports the change — Card updated. Your card now pays for Acme Data. — which can take a minute.
2. Click Billing details and change the Billing email to an address you control.

The order matters, and the card is the half that counts. Taking the card over is what retires the callout — not changing the email, and not clicking anything to acknowledge it. Exactly four things clear it:

• An owner's card change, once Paddle confirms it.
• A new checkout on the organization.
• The departed person rejoining.
• Their account being deleted.

There is deliberately no way to dismiss it. A dismiss button used to sit here, and it silenced a state nobody had resolved — the departed person's card went on being charged and their address went on receiving the invoices, with nothing left on the page to say so. The notice stands until somebody takes the billing over.

It goes quiet on its own when there is nothing live to charge, so an organization whose plan has already ended is not nagged about it.

While this notice is up, every owner can open Paddle's receipts page for the billing account, not just the person whose card is on file. That is the exception to the usual rule, and it exists so a departed colleague cannot take the receipts with them.

A subscription that belongs to no organization

Occasionally an email is paying for a subscription that no organization claims — almost always one bought before the organization was re-created.

You already pay for a subscription that isn't attached to any organization. Your email is paying for a subscription no organization claims — usually one bought before this organization was re-created. Attach the one that belongs here; contact support to close any other.

Each one is listed with what it was bought for: the plan, the seat count, the organization name and kind, and since when.

1. Find the row that matches this organization.
2. Click Attach to this organization.

Mycorr will not guess. A company organization is never assumed to be a re-created namesake, so the attach is yours to confirm.

If more than one subscription is listed and only one belongs here, attach that one and contact support to close the rest.

A subscription bought for the other kind of organization

A subscription remembers which kind of organization it was bought for, and it cannot cross. What the row offers instead depends on which way round it is:

Create an organization carries the subscription to the new-organization form, where a tick asks whether to claim it:

Use the subscription you already pay for. Put this organization on Pro (5 seats) instead of Free. Nothing is charged — it moves the subscription you already pay for onto this organization, and the plan above stops applying.

The tick is the consent, because money is involved: leave it clear and the new organization starts on Free with the subscription still unattached. Every rule is checked again when the organization is created, so ticking it is intent rather than a promise.

Fewer seats than the organization holds

Attaching is allowed even when the subscription carries fewer seats than the organization has people — being over is a legal state, not an error. The row warns first:

3 seats for 5 members — add seats after attaching to invite anyone new.

and afterwards Plan & usage keeps a callout until a seat lands. Nobody is removed; see when the seats are fewer than the people.

Most of the time you will never see this screen. A recovery check runs quietly when you sign in and re-attaches whatever it can prove is yours.

Billed twice

If an organization ends up with two live subscriptions:

Billed twice. This organization has two live subscriptions, so it is being charged twice. Cancelling below ends sub_01abc… only — contact support to have the other one refunded and closed.

1. Cancel the subscription shown.
2. Contact support about the other one. We will refund it.

A charge you disputed with your bank

Disputing a charge with your bank — a chargeback — is not the same as cancelling, and it does not go through the past-due ladder above. There is no grace window:

• The plan is given up at once and the organization drops to Free.
• The subscription is cancelled at Paddle, so the next cycle cannot charge a disputed card.

Your data is untouched and stays readable and exportable, as it does in every other state on this page. But nothing waits for the cycle to turn, because the money for the current one is being taken back.

If the dispute is later rejected or reversed, the plan does not come back on its own — use Upgrade to buy again, or contact support.

A refund or a credit changes none of this. Money coming back on an invoice is ordinary; it appears on the invoice it came back from and the plan carries on. Only a dispute ends it.

A payment that has not landed

After paying, the panel shows Payment received — setting up your new plan. This page updates the moment it lands. That normally takes seconds.

After two minutes it becomes Still setting up — your new plan is taking longer than usual to activate. Nothing about your payment is lost, with a Check again button.

Press Check again. Do not buy a second time — your payment is safe. If it persists, contact support.

The plan could not be read

If Plan & usage says The plan couldn't be loaded right now, that is a failure to read, not a statement that you have no plan. Upgrade is deliberately not offered in that state, so you cannot be sold something you may already have.

Refresh the page.