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Billing payment issues

When a payment fails, MaxoPerf does not silently turn things off. You get a clear banner in the console and an email, with several days to act before any plan capability is affected.

What you will see

Section titled “What you will see”
  • A banner at the top of the console pointing 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.

The current run, scheduled runs, and existing data are not affected the moment a payment fails. 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; ask the billing-admin to act if you are not one.

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”

The most common cause of a failed payment is a card that expired or was reissued.

  • Click Update payment method.
  • Enter the new card details. They are sent directly to our payment provider; MaxoPerf does not 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 existing payment method is still valid and the failure was a temporary issue:

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

4. Confirm recovery

Section titled “4. Confirm recovery”

After a successful retry:

  • The banner clears.
  • The invoice moves to paid.
  • Capabilities you were about to lose are preserved.

What happens if the payment never succeeds

Section titled “What happens if the payment never succeeds”

If the grace period ends without a successful payment, the account is downgraded to the free tier:

  • Capabilities the paid plan included become unavailable.
  • Existing data is preserved — runs, tests, dashboards, members.
  • You can upgrade again at any time; the data picks up where you left off.

See Upgrade or cancel your plan for the resubscribe flow.

Receipts and invoices

Section titled “Receipts and invoices”

Receipts are emailed automatically and are also downloadable 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.

When to contact support

Section titled “When to contact support”
  • The payment retry succeeded but the banner is still visible.
  • A charge appears on your statement but not on the Billing screen.
  • You need a customized invoice format your finance team requires.

Capture the invoice number and contact us through the Support page.

Where to go next

Section titled “Where to go next”