Failed payments, reminders and suspension · Galaxium Hosting help

What happens day by day when a renewal isn't paid or a card is declined, and how to get a suspended service back.

If a renewal isn't paid on time, your service doesn't stop straight away. You get reminders first, and a suspension never deletes anything.

The timeline

Renewal invoices are issued 7 days before the renewal date. If the invoice is still unpaid on the renewal date:

| When | What happens | |---|---| | Renewal date | With auto-renew on, your default card is charged. If it's declined, you get a Payment didn't go through email. The service keeps running. | | 1 day after | Payment reminder email. With auto-renew on, the card is tried again. | | 3 days after | Another reminder and card retry. | | 7 days after | The card is tried one last time. If the invoice is still unpaid, the service is suspended: it stops, but nothing is deleted. You get an email saying so. | | 14 days or more after | A service that is still unpaid can be terminated, which removes it and its data. |

Each reminder also appears as a to-do on Home, and the Billing overview shows a warning while anything is overdue.

If your card was declined

• Open the invoice from the email, or from Billing → Invoices (Unpaid tab).
• Click Pay now and pay with another card. Any account credit is used first.
• To stop it happening again, add a working card in Billing → Payment methods and click Make default.

Common reasons for a decline are an expired card, not enough funds, or your bank blocking an online or international payment. Your bank can tell you the exact reason.

Get a suspended service back

Pay the overdue invoice. The service is turned back on automatically as soon as the payment arrives. Your files and settings are just as you left them.

Note: If a service was suspended for another reason as well, for example by our team, paying the invoice clears the billing part only. Open a ticket if a paid service stays suspended.

Can't pay in time?

Open a billing ticket before the 14 days are up. Talking to us first is always better than letting a service lapse.

Warning: Please talk to us before disputing a charge with your bank. While a dispute (chargeback) is open, we can't refund that invoice, and the services it paid for may be suspended.

Don't want the service any more?

Cancel it instead of leaving the invoice unpaid. See Cancel or change a plan.