Failed payment and the grace period
What happens when a Stripe charge fails: "past due" status, in-app admin alert, 7 days before suspension, and automatic reactivation.
When a site’s automatic charge fails, Klyra does not suspend access immediately: it opens a 7-day grace period during which the plan stays fully active, giving time to update the payment method while alerting administrators directly in the app. Only if the window expires without a successful charge is access to plan features suspended.
What happens on the first failed payment
When Stripe reports a failed charge on a site, the subscription status switches to "past due" and a deadline is calculated, 7 days after the failure, by which the payment must succeed. Until that date the site keeps working with no restrictions.
The alert sent to administrators
Organization administrators receive an in-app notification indicating the affected site, the "past due" status and the date by which the payment method must be updated. The same information is visible on the Subscription page, on the site’s row.
What happens if the window expires
If no successful charge occurs within 7 days, access to that site’s plan features is suspended: users are blocked from paid features until the payment is settled. The grace period exists precisely to avoid suspending access for a simple hiccup (expired card, temporarily insufficient funds) without needing to act instantly.
How to exit the past-due or suspended state
Updating the payment method in the Stripe portal (reached via "Manage" from the Subscription page) triggers a new charge attempt: on the first successful payment the status automatically returns to active, whether still within the grace period or already suspended. No manual reactivation request is needed.
What this guide covers
- failed payment
- grace period
- past_due status
- access suspension
- subscription reactivation
- admin alert
Steps
- Receive the in-app alert about a failed payment on a site.
- Go to Administration, then Subscription, and find the flagged site.
- Open the Stripe portal via "Manage" on the site’s row.
- Update the card or payment method in the portal.
- Verify that the new charge succeeds.
- Check that the site’s status returns to "active" on the Subscription page.
Common issues
- A site has been "past due" for days but access still works → normal, suspension only kicks in 7 days after the first failure → update the payment before the shown deadline.
- Access has been suspended → the 7-day window expired without a successful charge → update the payment method in the Stripe portal, access reactivates on the first successful charge.
- Nobody saw the failed-payment alert → only organization administrators receive the notification → check that the admin role is assigned to whoever needs to act.
- Payment was updated but the status does not change right away → activation happens once Stripe confirms the charge → wait a few minutes and reload the Subscription page.
Frequently asked questions
How many days do I have to fix a failed payment before suspension?
7 days from the first failed charge: during this grace period the site remains fully active.
Who gets notified when a payment fails?
Organization administrators receive an in-app alert; there is no direct notification to individual employees.
Do I need support to reactivate access after a suspension?
No, just update the payment method in the Stripe portal: access reactivates automatically on the first successful charge.
Does suspension affect the whole organization?
No, only the site whose payment failed; other sites with a current subscription keep working normally.
Related guides
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