Cards expire, get replaced or hit limits. When a renewal payment doesn't go through, here's what happens.
What you'll see
- The status under Settings → Plan & billing changes to Payment due, with the reason when Stripe gives one.
- A banner across the app says Your last payment failed. Please update your card to keep access.
- An email titled "Payment failed for" your organisation's name goes to the billing email (or the owner, if no billing email is set), with an Update payment details button.
Your access in the meantime
Everyone in your organisation can keep working as normal while Stripe retries the payment automatically.
Fix it
- The owner goes to Settings → Plan & billing.
- Choose Manage card & invoices and update the card in Stripe's billing portal.
As soon as a payment succeeds, the status returns to Active and the banner disappears.
If payments keep failing
If Stripe can't collect the payment and ends the subscription, the organisation is locked, just as when a subscription is cancelled. Your data is kept, and the owner can choose a plan again to restore access. See When access is locked.
Last updated 16 October 2026