Understanding past-due and grace states Guide

When a scheduled payment doesn't go through, your account doesn't shut off right away. Instead it enters a short grace period so you have time to fix the problem and keep working. This article explains what past-due means, what changes while you're in that state, and how to return your account to good standing.

What "past due" means

Your account becomes past due when a charge we attempt — usually a plan renewal — can't be completed with the card on file. This can happen for everyday reasons: an expired card, a new card number, insufficient funds, a missing or unverifiable billing address, or a bank declining the transaction.

Past due is a temporary state, not a cancellation. Your plan, settings, agents, and data all remain in place. You'll see a Past due status badge on your Billing page, and we'll let you know a payment needs attention.

Note: If your plan is provided through a workspace, billing is handled by your workspace admin. There's nothing for you to settle yourself — reach out to your admin if you see a payment issue.

The grace period

After a failed payment, your account enters a grace period. During this window you keep access while you update your payment details, and we'll retry the charge. The goal is simple: give you room to resolve the issue without an abrupt interruption.

If the balance is settled during the grace period, your account returns to Active and nothing further is needed.

What happens if it isn't resolved

If a payment remains unsettled after the grace period, your account can ultimately be paused until the outstanding balance is paid. A paused account is still your account — your data and configuration are preserved — but active functionality is limited until you bring billing current.

Resolving the payment lifts the pause and restores full access. You don't need to rebuild anything or start over.

How to bring your account current

Most past-due states are resolved in a couple of minutes from the Billing page.

1. Open Settings → Billing.
2. Review the status badge and any message indicating a payment needs attention.
3. Add a new card, or set a working card as your default, so renewals bill the right method.
4. Confirm your billing address is complete and correct — an accurate address is required for the charge and for calculating applicable tax.
5. Use the option to refresh or retry billing so we can re-sync with the payment processor and reattempt the charge.

Once the charge succeeds, your status returns to Active. If the page still looks out of date, refreshing the billing status pulls the latest result from the payment processor.

Updating the card that gets charged

If your renewal keeps hitting an old card, adding a new card on its own may not be enough — you may also need to replace the card your active subscription bills, or set the new card as your default. This ensures the next attempt uses the method you intend.

Fixing a declined charge

If a charge was declined, check that your card details are current and that a valid billing address is on file. A missing or unverifiable address is a common cause of declines. US customers must also select a state.

Free trials and payment failures

If you're on a free trial and the card can't be charged when the trial ends, your subscription pauses rather than silently cancelling. Update your payment method from the Billing page to continue on your plan without losing your setup.

Common questions

Do I lose my data when my account goes past due?

No. Your agents, settings, and data remain in place throughout the grace period and even if the account is paused. Settling the balance restores full access.

How do I know I'm past due?

Your Billing page shows a Past due status badge, and we'll notify you that a payment needs attention. You can always check current status under Settings → Billing.

What should I do first?

Open your Billing page, make sure a valid card and complete billing address are on file, then refresh or retry billing to reattempt the charge.