After a failed payment, SmartSuite emails your billing contacts at 7 and 14 days, adds the primary contacts at 21 days, and deactivates the workspace at 30 days. Update the card under Plans & Billing > Payment Information to resolve it.

Payments can fail for reasons beyond your control. Most failures are an expired card or an old card number.

Example: a compliance team's corporate card expires in the middle of an audit cycle. The billing contact gets the 7-day email and asks the Administrator to update the card, and the next attempt goes through.

Plan Availability	Paid plans (Team, Professional, Enterprise and Signature).
Permissions	Administrators update the payment method. Billing and primary contacts receive the notices.
Platform	Web
Related Reading	Manage your billing details Billing Contacts Plans & Billing Settings Primary Contacts.

My payment failed: check these four things, in order

Administrators update the payment method. If you are not an Administrator, send this page to an Administrator of your workspace.

The card. Most failures are an expired date or an old card number. Update it under Plans & Billing > Payment Information. See Manage your billing details.
The notices. Billing contacts are emailed at 7 and 14 days, and primary contacts join at 21 days. See Billing Contacts.
A deactivated workspace. At 30 days the workspace is deactivated until the payment goes through. See Primary Contacts.
Who gets the emails. An Administrator changes the billing contacts on the Plans & Billing tab. See Billing Contacts.

Still stuck: select the chat button in the lower-right corner of SmartSuite and choose Send a message. Include the workspace name and the date of the last failed attempt. See Contact SmartSuite support.

What happens after a payment fails?

If the problem stays unresolved, SmartSuite follows this timeline.

After.	What SmartSuite does.
7 days.	If we cannot successfully process a payment after one week, we will reach out to your SmartSuite billing contact(s) to alert them to the situation.
14 days.	After two weeks, we will again remind all SmartSuite Billing Contacts that payment cannot be processed.
21 days.	We will inform all Primary Contacts and Billing Contacts that payment cannot be processed and the workspace may be suspended if the issue is not resolved.
30 days.	Thirty (30) days after the first unsuccessful attempt to process payment, the SmartSuite workspace will be deactivated.

At 30 days, all Primary and Billing Contacts receive an email. It states that the workspace will remain inactive until billing issues are resolved and payment is successfully processed.

Updating the payment method

Open Workspace Administration and select the Plans & Billing tab.
Select Payment Information, then Edit.
Enter the new card and save.

Note: The workspace stays inactive until the payment is processed. Update the card as soon as the new one arrives.

Frequently asked questions

My card expired and the new one has not arrived. How long do I have?

You have 30 days from the first failed attempt before the workspace is deactivated, with reminders at 7, 14 and 21 days. Contact support if you need more time.

Who receives the failed-payment emails?

Billing contacts receive them at 7 and 14 days. From 21 days, primary contacts receive them too.

The workspace was deactivated. How do I get it back?

Update the payment method so the payment goes through. The workspace stays inactive until billing is resolved and the payment is processed.

Does a deactivated workspace lose its data?

This article does not cover data retention. Contact support before the 30-day deadline if you need more time.

Need more help? Ask the SmartSuite Community, where builders, administrators and the SmartSuite team answer questions about building on SmartSuite. For your account, billing or data, select the chat button in the lower-right corner of SmartSuite to reach support.

Last verified 1 Nov 2026.

Failed or late payments