Note: The following changes take effect on April 27, 2026 (for new subscriptions) and May 18, 2026 (for all existing PAYG teams). Current processes remain unchanged until these dates.
The following applies to teams using the pay as you go billing method only. Teams on invoicing or operator transactions are not affected.
How payments work
Subscription fees are charged to the team payment card on the renewal date. Each team can have one payment card.
What happens when a payment fails
If a payment fails, all affected subscriptions move to Unpaid status and a 14-day grace period begins.
Monta sends an email to all team owners and admins with wallet management permission. Emails are branded as your operator account — they appear to come from you, not Monta.
Email sent: “Action needed – X unpaid subscriptions”. Lists all unpaid subscriptions by plan name.
During the grace period, the team retains full access to subscriptions and charging features. The team admin should resolve the payment before the grace period expires.
What happens during the grace period
A reminder email is sent before the grace period expires.
Email sent: “Action needed – your team is at risk of being frozen”. Shows the number of days remaining.
What happens when the grace period expires
If the payment is not resolved within 14 days, the team is frozen:
- All subscriptions move to Paused status (reason shown: Team is frozen) – charging benefits stop.
- Charge points are disabled for the team.
- Team management is restricted.
A final email is sent to team owners and admins.
Email sent: “Your team has been frozen due to unpaid subscriptions”.
The team remains frozen until the payment is resolved.
How to resolve a payment failure
Payment is resolved when either of the following happens:
- A valid payment card is added or updated on the team.
- The billing method is changed to invoicing or operator transactions.
Once resolved, the team is unfrozen and all subscriptions reactivate automatically. No manual steps are required from you or from Monta.
When the billing method is switched to invoicing or operator transactions, subscriptions temporarily show Paused status with reason Pending invoicing until the new billing method is confirmed. Once confirmed, subscriptions become Active automatically.
To update the team payment card in Monta Hub, follow this guide. To update the team payment card in Monta Charge, follow this guide.
Monitor payment status across your teams
You can use the following tools in Monta Hub to track and manage payment issues across your teams.
Teams list
Filter your teams list by billing method and payment status to find affected teams:
- Filter by Billing method: Pay as you go to see all PAYG teams.
- Filter by Unpaid subscriptions to see teams currently in the grace period.
- Filter by Paused subscriptions to see teams that have been frozen.
Subscriptions list
Go to Plans & Subscriptions to open the Subscriptions list. This shows all subscriptions across all plans in one view — without having to click into each team individually. Unpaid and paused subscriptions are highlighted.
Payment banners
Monta Hub shows a banner on the team page and under Payment Settings when a team has a payment issue. The banner shows the number of affected subscriptions and links to the payment card settings.
Identify affected teams
To get a list of PAYG teams with active subscriptions, contact your CSM — they can provide an up-to-date list. Monta will also send email communications with CSV attachments listing affected teams over the coming months.
Subscription and team statuses
| Status | Applies to | What it means |
|---|---|---|
| Active | Subscription | Live. Benefits running, payments processing normally. |
| Unpaid | Subscription | Payment failed. 14-day grace period is running. |
| Paused | Subscription | Benefits suspended. No automatic retries. Reactivates when payment is resolved. |
| Frozen | Team | Full lockout. Charge points inactive, team management disabled. Resolves automatically when payment is fixed. |
The Paused status has three sub-reasons, shown to operators and team admins in the product:
| Paused reason | What it means |
|---|---|
| Payment method missing | No payment card is added to the team. The subscription waits until a card is added. |
| Pending invoicing | The operator switched the billing method to invoicing. The subscription waits until invoicing is confirmed, then activates automatically. |
| Team is frozen | The team was frozen after the 14-day grace period expired. The subscription reactivates when payment is resolved. |