Reactivating a paused account Guide

If a payment doesn't go through, your account can be paused until the outstanding balance is settled. Once you complete payment, access is restored right away. This guide walks you through settling up and getting back to work.

Why your account was paused

When a renewal or charge can't be completed, your account first enters a past-due state. If the balance stays unsettled, the account is eventually paused. A pause is a hold, not a cancellation: your plan, settings, and configuration remain in place and become fully available again the moment payment succeeds.

If your plan is provided through a workspace, billing is handled by your workspace admin. There's nothing for you to settle here directly. Reach out to your workspace admin and ask them to update the payment details for the workspace.

Before you start

Most paused accounts are the result of a card that expired, was replaced, or was declined by the bank. Before settling up, it helps to have a working card ready and to confirm your billing address is complete, since a missing or unverifiable address can prevent a charge from going through.

Reactivate your account

1. Go to Settings → Billing.
2. Review the status shown at the top of the page. A past-due or paused status will indicate that there's a balance to settle.
3. Open your payment methods and add a new card, or set a valid card as your default. If the card that failed has expired or been declined, replace it rather than relying on it again.
4. Confirm your billing address is present and correct. Make sure the street, city, state or region, and postal code are all filled in. US customers must select a state.
5. Settle the outstanding balance using the payment prompt on the Billing page. You'll see the amount due, including any applicable tax, before you confirm.
6. Confirm the payment. Once it succeeds, your account reactivates immediately and full access is restored.

If the status still looks out of date

After a successful payment, the Billing page reflects your restored status right away. If it still shows the old state, use the Refresh option on the Billing page to pull the latest information, then reload.

Update the card that failed

Adding a new card on its own doesn't always redirect an active subscription's renewals. To make sure future charges use the right card:

• Add your new card in the payment methods section.
• Set it as your default so it's used for renewals.
• Remove the old or expired card once a valid replacement is in place. If the card you want to remove is currently the default, set another card as default first.

Fix a declined charge

If your payment is declined while settling up, work through these common causes:

• Missing or unverifiable address. Add or correct your billing address, checking each field carefully.
• Card issue. Confirm the card isn't expired, has sufficient funds, and is enabled for online payments. When in doubt, try a different card.
• Bank hold. Some banks hold new or unusual charges. Contact your card issuer to approve the payment, then try again.

After you're back

Once your account is active again, your plan continues on its normal billing cycle. To avoid another interruption, keep a valid default card on file and make sure your billing address stays current. You can also review the Usage page (Settings → Usage) at any time to see where your credits and storage are going during the period.

Tip: To download a receipt for the payment that reactivated your account, use the invoices section on the Billing page, where past invoices are available anytime.