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Billing payment issues

When a payment fails, MaxoPerf doesn’t turn anything off without telling you. You get a banner in the console and an email, and you have several days to act before any plan capability changes.

What you will see

Section titled “What you will see”
  • A banner at the top of the console that links to the Billing screen.
  • An email to the billing-admin address on file.
  • The same notice on every account page that shows usage or plan.

A failed payment doesn’t immediately affect the current run, scheduled runs, or existing data. You have a grace period to update your payment method.

1. Open the Billing screen

Section titled “1. Open the Billing screen”

Anyone with billing-admin access on the account can open the screen. Other roles see a read-only view. If you aren’t a billing admin, ask one to act.

The screen shows:

  • The most recent invoice and its status.
  • The payment method on file.
  • A button to retry the failed payment.

2. Update the payment method

Section titled “2. Update the payment method”

Most failed payments come from a card that expired or was reissued.

  • Click Update payment method.
  • Enter the new card details. They go straight to MaxoPerf’s payment provider, and MaxoPerf doesn’t store raw card numbers.
  • Save. MaxoPerf retries the failed invoice automatically.

3. Retry the failed payment

Section titled “3. Retry the failed payment”

If the payment method on file is still valid and the failure was temporary:

  • Click Retry payment on the failed invoice.
  • The payment provider tries the charge again.
  • The result appears within seconds.

4. Confirm recovery

Section titled “4. Confirm recovery”

After a successful retry:

  • The banner goes away.
  • The invoice moves to paid.
  • You keep the capabilities you were about to lose.

What happens if the payment never succeeds

Section titled “What happens if the payment never succeeds”

If the grace period ends with no successful payment, MaxoPerf downgrades the account to the free tier:

  • Capabilities from the paid plan become unavailable.
  • Existing data stays: runs, tests, dashboards, members.
  • You can upgrade again at any time, and your data is still there.

See Upgrade or cancel your plan for the resubscribe flow.

Receipts and invoices

Section titled “Receipts and invoices”

MaxoPerf emails receipts automatically. You can also download them from the Billing screen. If you need an invoice with a specific billing address, VAT number, or tax ID, edit those fields on the screen and reissue the invoice.

When to contact support

Section titled “When to contact support”
  • The retry succeeded but the banner is still there.
  • A charge is on your statement but not on the Billing screen.
  • Your finance team needs a custom invoice format.

Note the invoice number and contact support through the Support page.

Where to go next

Section titled “Where to go next”