My payment failed

Your subscription renews automatically on the card saved under Billing & Usage → Billing. When a renewal charge fails, Stripe retries it several times over about a week, and GenPage gives your published pages a grace period before taking them offline. This article explains what you see at each stage and how to put it right. You need to be the workspace Owner.

What happens after a failed renewal

1. Straight away, the workspace loses its plan. As the owner you see a dialog you cannot close, Choose a Plan to Continue (or Your Trial Has Ended if the workspace once had a trial), until a payment goes through or you choose a plan. Your published pages stay online.
2. After the fourth failed attempt you get an email titled [Action required] Update your payment method within 72 hours. It says your pages stay online for 72 hours and then their public links stop working unless the payment succeeds, and that no further action is needed if the next automatic attempt succeeds.
3. 72 hours after that warning, or as soon as the sixth and last attempt fails, the pages go offline. The email Your landing pages have been deactivated explains that the pages and their data are still stored and come back when you reactivate the subscription. In the app, Landing pages shows a red banner: Your landing pages are deactivated because this workspace's subscription is inactive. Their links are no longer reachable by visitors., with a Reactivate Subscription button. The page links stop working for visitors. This applies to every workspace you own.
4. A successful payment restores everything at once: the plan, the warning and the pages. There is nothing to publish again.

Add a working card

1. Open Billing & Usage → Billing and click the Payment Method tab.

   

2. Click Add Payment Method. In the dialog choose Card, enter the details and click Save Card. Payment method saved confirms it, and the new card becomes the default for every future charge, including Stripe's next retry. See Update your payment method for the details.

3. Wait for the next retry, or click Manage Subscription at the top right of the Billing page to open the Stripe billing portal. The button only appears when a subscription exists.

If the first checkout failed

Buying a plan happens on Stripe's checkout page. If the card is refused there, Stripe says so on that page and nothing changes in GenPage. If you come back to GenPage and see Payment was not confirmed. Redirecting… or We couldn't confirm your payment yet. Redirecting…, the payment did not go through or has not been confirmed yet. Wait a minute, then open Billing and check the Overview tab; if the plan is still not active, choose it again. See Upgrade your plan.