Understanding Your Subscription Billing
This article explains how monthly and annual subscriptions are billed, what happens when a payment fails, and how to make sure you never miss an important billing notification.
How Billing Cycles Work
Like most SaaS platforms, our billing cycles are fixed. They are based on the date your subscription started (or most recently renewed) and do not reset when a payment is made or retried.
When your billing period ends, a renewal invoice is issued for the upcoming period, and our payment processor automatically attempts to charge your payment method on file. As long as that charge succeeds, your subscription continues uninterrupted on the same cycle.
What Happens If a Payment Fails
If we are unable to collect payment on the renewal date, we will not cancel your subscription right away. Instead, we retry the charge over an extended period so you have time to update your payment details or resolve any issues with your bank.
The retry process works as follows:
Total retry window: Up to 28 days from the original invoice date.
Days 1–8: Your account remains fully active while we continue retrying the charge. You can keep using the app exactly as before.
After day 8: If the invoice is still unpaid, the app is temporarily restricted until payment is received. Your data and configuration remain safe — only access is limited.
After day 28: If the invoice has not been paid by the end of the retry window, the subscription is canceled.
Once a successful payment is made during the retry window, full access is automatically restored.
Billing Cycles Don't Shift
It is important to know that paying a late invoice does not shift your billing cycle forward. The renewal date remains the same, so your next invoice will still be issued on the original schedule. For monthly subscriptions, this is on the same day of the month.
If you need your billing date adjusted (for example, to better align with your own cash flow or your customers' payment cycles), please contact our team, and we can help.
Make Sure You Receive Billing Emails
Payment notifications — including upcoming charge reminders, failed payment alerts, and retry notices — are sent from the stripe.com domain. These emails are the primary way you'll be notified of charges and any payment issues.
To avoid missing them, we recommend:
Adding stripe.com to your safe sender list.
Check your spam and promotions folders if you suspect a notification was missed.
Make sure the billing email on file is one that is monitored regularly.
Why It Works This Way
Fixed billing cycles with an extended retry period are standard practice across most SaaS platforms. They give customers a meaningful grace period to handle payment issues without immediately losing access, while keeping subscriptions on a predictable schedule for both sides. The exact timing of retries and access restrictions can vary by provider, but the structure described above is what applies to your subscription with us.
Need Help?
If you ever have questions about an invoice, want to update your payment method, or need to discuss a billing issue, please contact our support team via the link on your team's Billing page. We're happy to walk through your account with you and make adjustments where it makes sense.