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.
Plan Availability | Paid plans (Team, Professional, Enterprise and Signature). |
Permissions | Administrators update the payment method; billing and primary contacts receive the notices. |
Platform | Web |
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Payments can fail for a number of reasons that may be beyond your control. If there is ever a problem, we'll email your billing contact(s) to bring it to your attention.
Note that your SmartSuite workspace's Primary Contact(s) may also be notified of certain payment issues.
What happens after a payment fails?
Most failures are fixed by updating an expiry date or card number. If the problem stays unresolved, SmartSuite follows this timeline:
Failed or Late Payment Time Period | SmartSuite Action |
After 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. |
After 14 days... | After two weeks, we will again remind all SmartSuite Billing Contacts that payment cannot be processed. |
After 21 days... | After three weeks, we will inform all SmartSuite Primary Contacts in addition to Billing Contacts that payment cannot be processed and the workspace may be suspended if the issue is not resolved. |
After 30 days... | Thirty (30) days after the first unsuccessful attempt to process payment, the SmartSuite workspace will be deactivated. All SmartSuite Primary and Billing Contacts will receive an email stating that the workspace will remain inactive until billing issues are resolved and payment is successfully processed. |
How do I update the payment method?
The steps to change the card or billing address are here.
Who do I ask?
If you have additional questions about billing-related issues please email us at support@smartsuite.com,
Frequently asked questions
My card expired and the new one has not arrived. How long do I have?
30 days from the first failed attempt before the workspace is deactivated, with reminders at 7, 14 and 21 days. Update the card as soon as the new one arrives; email support@smartsuite.com if you need more time.
Who receives the failed-payment emails?
Your billing contacts at 7 and 14 days; billing and primary contacts from 21 days. An Administrator can change the billing contacts under Plans & Billing.
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@smartsuite.com before the 30-day deadline if you need time.
Last verified 21 Oct 2026 against this article as Product wrote it (timeline) and the Manage your Billing Details article (where to update the card)