When a payment fails

Most billing runs without a hitch, but occasionally a card gets declined or expires. When that happens, your subscription moves into Past due, and if it isn't resolved, eventually to Canceled. This article explains both statuses and how to get back to Active.

Before you start

• You need to be an admin to change payment details.
• You're on Settings → Billing.

Past due

If a scheduled charge fails, your subscription moves to Past due.

What you'll see:

• The subscription status on the Billing page shows Past due.
• A Payment issue since row shows the date the failure was first recorded.
• You still have access during a grace period.
• Warning banners appear in the app reminding you to fix the payment method.

What to do:

1. Click Manage subscription on the Billing page.
2. In the payment portal, update your card or add a new one.
3. Save. The provider will retry the outstanding invoice automatically.
4. Once the retry succeeds, your status flips back to Active. This usually happens within a few minutes.

Canceled

If the grace period expires without the issue being fixed, the subscription moves to Canceled.

What you'll see:

• Status shows Canceled with an Access until date.
• Until that date, you keep read access to your organisation.
• On that date, your plan access ends. The organisation stays in place but members can't use paid features.

What to do:

1. Click Manage subscription on the Billing page.
2. Update your payment method.
3. Resubscribe from the Billing page. The plan checkout cards reappear, letting you pick Core or Pro and start a fresh subscription.

Your data stays intact throughout. Vehicles, customers, shipments, documents, and everything else are still there when you come back.

If the Billing page can't recover

If the Manage subscription button isn't working, or you're on a legacy-granted plan, contact support. Include:

• Your organisation name.
• The subscription status you see on the Billing page.
• When the issue started.

The ImportOps team can help directly.

Avoiding the problem

• Keep the card on file current. Update it in the payment portal before the expiry month.
• Make sure the email address on the account can reach a billing admin. The provider emails you when a charge fails.
• Use a business card with a generous limit. Personal cards or low limits are common causes of failed charges.