Payment failed and my account is disabled

A failed card payment does not disable your account straight away. There are three attempts, with warnings along the way, and the account comes back on by itself once nothing is outstanding.

What happens, and when

1. First failed attempt. Your subscription is marked past due. You will see a Your account subscription is past due notice in the console with a Pay now button. Your services keep running.
2. Second failed attempt. We email you to say the account will be disabled, with a link to pay the invoice and the date of the final attempt. Your services still keep running.
3. Third failed attempt. The account is disabled and we email you again. Sign-in still works, but your services stop.

The retries are scheduled by our payment provider, so the exact days between them vary. Do not wait for them - you can pay the invoice at any point and stop the sequence.

Paying the invoice

Go to Account → Billing. The invoice list has a Pay link that opens the hosted invoice page, and a PDF link if you need the document.

If the card on file is the problem, update it in Payment Method on the same page first, then pay the invoice.

Getting re-enabled

This is automatic. When an invoice is paid, we check whether you have any other open invoices. If there are none, the account is re-enabled immediately - you do not need to contact us.

"I paid, but I'm still disabled"

Check whether you have more than one open invoice. Re-enabling happens only once every open invoice is settled, so paying the one you were emailed about will not lift the block while another is still outstanding.

Open Account → Billing and look through the invoice list for anything still showing as open, then pay that too. The account re-enables on its own once the last one clears.

If nothing is outstanding and you are still disabled after a few minutes, contact support@docevent.io and we will look at it.

If your subscription was cancelled entirely

If the subscription is cancelled rather than just unpaid, the account is moved to the Basic plan and stays usable within that plan's included amounts. You can move back to a paid plan whenever you like from Account → Plan.

Avoiding it next time

• Keep an eye out for the past-due notice in the console - it appears from the first failed attempt, well before anything stops.
• Make sure billing email goes somewhere that is actually read. You can send invoices to an accounts address - see Invoice details and who receives them.