My Payment Failed

Introduction

If your payment fails during a billing renewal, your subscription will enter a recovery state. This guide explains what happens at each stage and what you can do to resolve it.

What Happens When a Payment Fails

When a scheduled renewal charge fails, your subscription goes through the following stages:

Stage 1: Past Due

Your subscription is marked as Past Due immediately after a failed charge.

• A red Payment Failed banner appears on your Billing Dashboard showing the number of failed attempts
• Your servers keep running during this stage
• You will receive an email notification with the reason for the failure (e.g. insufficient funds, expired card)

Stage 2: Suspended

If the payment remains unresolved, your subscription will be escalated to Suspended.

• Your servers are taken offline and will no longer be accessible
• A red Suspended badge appears on your billing dashboard
• Your server data is still preserved at this stage

Stage 3: Cancelled

If the payment is still not resolved after suspension, your subscription will be Cancelled.

• Your servers are marked as cancelled
• You will need to go through the renewal process to reactivate them

Act quickly when you see a payment failure notice. The sooner you resolve it, the less disruption to your servers.

How to Fix a Failed Payment

• Retry Payment
• Update Payment Method
• Renew After Cancellation

• If your subscription is Past Due or Suspended, you can retry the payment immediately:

  1. Go to the Billing Dashboard.
  2. Click the Retry Payment button on the red banner.
  3. The system will attempt to charge your current payment method.
  4. If successful, your subscription returns to Active and any suspended servers will be brought back online automatically.

  There is a 5-minute cooldown between retry attempts.

• If your card has expired or been declined, update it before retrying:

  1. Go to the Billing Dashboard.
  2. Click the Update Card button on the red banner, or scroll to the payment method section.
  3. Select your preferred payment gateway (Revolut, Stripe, or PayPal).
  4. Follow the prompts to add or update your card details.
  5. Once updated, click Retry Payment to process the charge with your new payment method.

• If your subscription has been cancelled due to non-payment, you can still reactivate your servers:

  1. Go to the Billing Dashboard.
  2. Click the Renew Servers button.
  3. Select which servers you want to reactivate.
  4. Review the total cost (including VAT if applicable).
  5. Complete the payment through your chosen payment method.
  6. Your servers will be brought back online and your subscription will return to Active.

  Renewal is only possible while your server data still exists. If your servers have been permanently deleted, they cannot be recovered.

Common Failure Reasons

Reason	What to Do
Insufficient funds	Add funds to your bank account, then retry
Card expired	Update your payment method with a new card
Card declined	Contact your bank to authorize the charge, or try a different card
PayPal issue	Check your PayPal account for holds or restrictions

Account Credits

If you have account credits (from downgrades or prorated refunds), they will be applied automatically when retrying or renewing. If your credits cover the full amount, no charge will be made to your payment method.

Still Not Working?

Payment failures are handled between you and your bank or payment provider. If retrying and updating your payment method doesn’t work, contact your bank to check for holds or blocks on the transaction, or try a different payment method entirely.