When a payment fails, and a paused site

What it is

When a payment does not go through, your site stays open. We email you “Your PHOENIX Cloud payment did not go through” with a link to your billing page. My account says in red: “Your last payment did not go through. Update your card to keep your site open.”; the billing page says the same. Airwallex, our payment provider, tries the payment again.

Your site is paused when:

• the payment still fails and Airwallex ends the subscription;
• your trial ends without a plan;
• you cancelled and the paid period has ended.

A paused site keeps all its data, but nobody can sign in and its scheduled jobs stop. It opens again by itself within a few minutes of a payment.

Why it matters

A paused site stops your whole team. Updating the card on the day of the email keeps the site open.

Steps

When a payment fails:

1. Open the link in our email, or select your name at the top of the desk, then Billing.
2. Select Update card and enter a card that works, see Invoices and your card. Airwallex tries the payment again at once.

When your site is paused:

1. Open the billing link in one of our emails (you cannot sign in to the site).
2. Select Choose your plan, then Pay monthly or Pay yearly: two months free, and pay on the Airwallex page.
3. Wait a few minutes and sign in again.

Common mistakes

• Ignoring the email because the site still works. It works until Airwallex ends the subscription.
• Looking for My account while the site is paused. Nobody can sign in; use the link in our email.

Tips

• Cannot find our email? Reply to any email from us, or write to support, and we send you the link.