Account & Billing

What Happens When a Payment Fails and Your Account Is Past Due

Updated

A failed payment doesn't cut you off immediately — here's the sequence, and the point where you actually lose your tier.

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Overview

A failed payment doesn't cut you off immediately. Surveti follows Stripe's dunning process, and your plan keeps working while it runs.

The sequence

  1. A charge fails — Stripe marks the subscription past due and begins retrying (dunning).

  2. Your account shows PAST DUE — but keeps its tier. This is the important part: past due does not downgrade you. Your quotas, seats, and features all keep working while Stripe retries.

  3. Fix the card and it resolves — a successful retry returns the subscription to active. Nothing was lost.

  4. If dunning ends unresolved — when the subscription reaches a terminal state (unpaid or canceled), the tier drops to Free and paid add-ons are removed: extra seats, storage packs, and the custom-domain add-on all reset.

Step-by-step: fixing it

  1. Open Settings → Billing and click Manage billing. The Billing page with Manage billing

  2. Update your payment method in the Stripe portal.

  3. Let the retry settle — once a charge succeeds, your status returns to active automatically.

Tips

Tip: Past due is a grace window, not a penalty — use it. Updating the card during dunning costs you nothing; letting it lapse to canceled drops you to Free, re-imposes the 100-completes blocking cap, and strips your add-ons.

Note: Dropping to Free doesn't delete your data. Surveys, responses, and projects remain — but collection is capped and features above Free are gated until you resubscribe.

Put it to work in Surveti.

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