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If a payment fails

What happens when a charge fails or an invoice is overdue, how long you have to fix it, and how to avoid it.

Payments sometimes fail: a card expires, a bank declines a charge, or a mandate is cancelled. This page explains what happens next under the Superclouds Terms of Service, and what you can do to put things right quickly.

How you're charged

Superclouds bills by usage. Card payments are charged automatically to your default payment method at the end of each billing period. If you are invoiced instead, payment is due by the date on the invoice. You can watch charges build up in Live costs.

What happens when a payment fails

  1. We email you. If a payment fails or an invoice is overdue, we send a notice to your Notification Email Address (the email address on your account).
  2. Your services may be suspended. We may suspend your services straight away. Fees keep adding up while services are suspended.
  3. You have 10 days to pay. If the full balance is not paid within 10 days of the notice, we may terminate your account.

There is no warning banner in the console, so the email notice is how you'll hear about it. In the console, the invoice stays open or turns uncollectible in Invoices, and a UPI or bank mandate that stopped working shows a red Mandate badge in Payment methods.

Termination for non-payment deletes your data

When an account is terminated for non-payment, its resources and content are permanently deleted and cannot be recovered. The 10-day period to retrieve your data after other kinds of termination does not apply: deletion is immediate. All unpaid fees also become due immediately.

Pay within the 10 days and you avoid this.

Fix a failed payment

  1. Read the notice we emailed you, so you know which invoice or charge failed.
  2. If your card or mandate is the problem, open BillingPayment Methods, add a working method and make it the default.
  3. Open BillingInvoices and pay the invoice that is open or uncollectible. Don't pay invoices marked void: nothing is owed on them.
  4. Reload BillingInvoices and check that the status is now paid.

If you think the charge itself is wrong, tell us before the payment due date. Corrections are issued as credits on your account.

Avoid a failed payment

  • Keep a valid default method. Update your card before it expires, and check that the Default badge is on a method that works. A UPI or bank mandate must be confirmed (no yellow or red badge) before it can be charged.
  • Keep a second method on file. If the default stops working, you can make the other one the default in one click.
  • Prepay if your account has a wallet. You can add credit with Add funds.
  • Watch your invoices and spend. Check Invoices for anything open and pay before the Due Date. Use Live costs to see what's coming.
  • Keep your email address current. Notices go to your Notification Email Address. Make sure it is an inbox someone reads. See Profile and settings.
  • Back up anything important. Keep your own copies of important data, whatever happens with billing.

The Terms of Service are the full, binding text. This page is a summary to help you.