🔍 Why You See Early Failure Emails
Our billing system attempts to charge your card several days before the actual due date (July 11 in your example). If that first attempt fails, you immediately receive a payment‑failure email and a warning about possible service interruption. This is expected behavior — it gives you time to update payment details before the real due date.
🔁 Automatic Retry Schedule
After a failed charge, the system automatically retries at set intervals (typically 24 hours, 72 hours, and 5 days later). You will receive an email for each retry attempt. If all retries fail, the subscription moves to a cancelled state and service stops on the due date. This retry logic applies to both subscription plans and monthly top‑ups (Linear QP-700).
📊 Dashboard Shows Conflicting Status
The dashboard may still display "Active" or "Payment Pending" while retries are in progress. This temporary mismatch happens because the dashboard syncs with the billing engine once per hour. Wait for the next sync cycle or refresh the page after a successful retry to see the correct status. A known desync between the billing engine and the dashboard — caused by invalid primary keys and duplicate entries — has been resolved (Linear QPB-119), and a separate issue where the payment screen incorrectly showed "Payment Failed" after a successful checkout has also been fixed (Linear QPB-566).
✅ Steps to Resolve the Issue
- Open the billing page from the Top-right corner (avatar) → Billing → Plans & Top-ups tab.
- Verify the card on file: check expiry date, CVV, and available balance.
- If the card is expired or declined, click Add Payment Method and enter a valid card.
- After updating, use the Retry Payment button to trigger an immediate charge instead of waiting for the next automatic attempt. This manual retry capability was added as part of the Retry Payment API implementation (Linear QP-1679).
- Confirm the payment succeeds — you will see a green "Paid" badge and the warning emails will stop.
🛡️ Prevent Future Failures
- Keep a backup payment method on file.
- Set a calendar reminder a week before your renewal date to verify card details.
- Enable email notifications for billing events in Settings → Notifications.
💬 Need More Help?
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.