If a renewal isn't paid, your service carries on for a short grace period, then it's suspended and later closed. This article explains the timeline and how to fix it quickly.
What happens, step by step
- The payment fails or isn't made. If an automatic card renewal fails, the invoice is marked Unpaid and we email you straight away, then again 1, 3 and 7 days later. If you pay by invoice (PayPal, Bitcoin or Direct Debit), your renewal invoice stays Pending and is due on your renewal date.
- Grace period. Your service keeps working for a short time after the renewal date. The Dashboard shows a Payment overdue notice.
- Suspension. By default, your service is suspended 2 days after the renewal date. You can't connect to any of our servers while it's suspended, and we email you to let you know. My services shows the service as suspended.
- Closure. By default, the service is closed 3 days after the renewal date. Your VPN credentials are removed, any dedicated IP or dedicated server on that service is released, and its unpaid invoices are cancelled.
Some plans have longer grace periods. Don't rely on that: pay as soon as you see the email.
Fix it
- Sign in to the portal. On the Dashboard, click Pay now, or go to Billing › Invoices.
- Click Pay Now next to the Unpaid or Pending invoice.
- Pay by card, PayPal, crypto or account credit. See How to Pay an Outstanding Invoice.
If your service was suspended, it's reactivated automatically once the payment is confirmed, and a new billing period starts from that day.
If your card expired or was replaced, also add the new card under Billing › Payment methods so future renewals work. See How to Update Your Payment Method.
FAQs
Why did my card payment fail?
Common reasons are an expired or replaced card, not enough funds, or your bank blocking the payment. Your bank can tell you the exact reason.
I cancelled my subscription. Will it be suspended?
No. A cancelled service keeps working until its end date and then closes. Nothing more is charged.
My service has already closed. What now?
You can order a new plan from My services › + Add service, or open a ticket if you'd like us to look at restoring your old service.