A payment failed, or my workspace is suspended or locked
What to do when the Billing page says your last payment failed, publishing stopped because the workspace is suspended or locked, or you were put back on the Free plan.
- 2 min read
- Updated October 13, 2026
Three different things look alike: a failed payment, a suspended or locked workspace, and paused publishing. They have different causes and different fixes, and in none of them is anything deleted.
Symptoms#
- A warning on Billing: Your last payment failed. Update your payment method in Manage billing by …, or this workspace returns to the Free plan.
- A notice at the top of every page: This workspace is suspended… or Publishing is paused.
- A locked workspace that cannot be opened.
- Sites are paused by your plan, and the allowance is the Free plan's.
Likely causes#
Confirmed (the program's own rules):
- A renewal could not be charged: an expired card, not enough funds, a bank that refused. Stripe tries again for a while.
- The subscription ended or was cancelled, and the period you paid for is over: the workspace returns to the Free plan.
- A consumer withdrew from the contract within 14 days. The workspace is suspended at once while the refund is made (billing and invoices).
- An operator suspended or locked the workspace for a reason the Terms of Service describe under Suspension and termination, with a reference.
- All publishing is paused while a problem on our side is fixed. Files can still be uploaded and checked.
Step-by-step solution#
| What you see | What to do |
|---|---|
| Your last payment failed… | An owner opens Billing → Manage billing and updates the payment method before the date shown. Stripe then retries. |
| The workspace is back on the Free plan | Subscribe again on the Billing page when you are ready. Configurations, uploads, history and sites are all still there; sites over the Free plan's limit stay paused until you choose which stay active (site paused by your plan). |
| This workspace is suspended… | Read the notice. You can still sign in, read your history and look after your site connections. Write to support and quote the reference shown. |
| A locked workspace | The page says it cannot be opened and shows a reference and the support address. Your other workspaces are not affected. Write to support. |
| Publishing is paused. | Wait: what waits is published when the pause ends. Nothing is lost. |
| Payments aren't set up on this server yet | Plans cannot be bought at the moment; try later or write to support. |
How to verify#
- The Billing warning disappears, and the plan shows Renews on ….
- The workspace notice is gone, the Publish button works and the Uploads page accepts files.
If it persists#
Write to support from an owner's address with the reference from the notice or the invoice. Do not send card details: they are only ever entered on the payment provider's own page.
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