{"id":27955,"date":"2026-03-02T13:19:54","date_gmt":"2026-03-02T12:19:54","guid":{"rendered":"https:\/\/monta.com\/en\/?post_type=help-center&#038;p=27955"},"modified":"2026-03-02T15:54:28","modified_gmt":"2026-03-02T14:54:28","slug":"subscription-payment-failure-and-grace-period","status":"publish","type":"help-center","link":"https:\/\/monta.com\/en\/help-center\/subscription-payment-failure-and-grace-period\/","title":{"rendered":"Subscription payment failure and grace period"},"content":{"rendered":"\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>Note: <\/strong>The following changes take effect on <strong>April 27, 2026<\/strong> (for new subscriptions) and <strong>May 18, 2026<\/strong> (for all existing PAYG teams). Current processes remain unchanged until these dates.<\/p>\n<\/blockquote>\n\n\n\n<p>The following applies to teams using the <strong>pay as you go<\/strong> billing method only. Teams on invoicing or operator transactions are not affected.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How payments work<\/h2>\n\n\n\n<p>Subscription fees are charged to the team payment card on the renewal date. Each team can have one payment card.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What happens when a payment fails<\/h2>\n\n\n\n<p>If a payment fails, all affected subscriptions move to <strong>Unpaid<\/strong> status and a 14-day grace period begins.<\/p>\n\n\n\n<p>Monta sends an email to all team owners and admins with wallet management permission. Emails are branded as your operator account \u2014 they appear to come from you, not Monta.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>Email sent:<\/strong> &#8220;Action needed \u2013 X unpaid subscriptions&#8221;. Lists all unpaid subscriptions by plan name.<\/p>\n<\/blockquote>\n\n\n\n<p>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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What happens during the grace period<\/h2>\n\n\n\n<p>A reminder email is sent before the grace period expires.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>Email sent:<\/strong> &#8220;Action needed \u2013 your team is at risk of being frozen&#8221;. Shows the number of days remaining.<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">What happens when the grace period expires<\/h2>\n\n\n\n<p>If the payment is not resolved within 14 days, the team is frozen:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>All subscriptions move to <strong>Paused<\/strong> status (reason shown: <em>Team is frozen<\/em>) &#8211; charging benefits stop.<\/li>\n\n\n\n<li>Charge points are disabled for the team.<\/li>\n\n\n\n<li>Team management is restricted.<\/li>\n<\/ul>\n\n\n\n<p>A final email is sent to team owners and admins.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>Email sent:<\/strong> &#8220;Your team has been frozen due to unpaid subscriptions&#8221;.<\/p>\n<\/blockquote>\n\n\n\n<p>The team remains frozen until the payment is resolved.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to resolve a payment failure<\/h2>\n\n\n\n<p>Payment is resolved when either of the following happens:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A valid payment card is added or updated on the team.<\/li>\n\n\n\n<li>The billing method is changed to invoicing or operator transactions.<\/li>\n<\/ul>\n\n\n\n<p>Once resolved, the team is unfrozen and all subscriptions reactivate automatically. No manual steps are required from you or from Monta.<\/p>\n\n\n\n<p>When the billing method is switched to invoicing or operator transactions, subscriptions temporarily show <strong>Paused<\/strong> status with reason <em>Pending invoicing<\/em> until the new billing method is confirmed. Once confirmed, subscriptions become Active automatically.<\/p>\n\n\n\n<p>To update the team payment card in Monta Hub, follow <a href=\"https:\/\/monta.com\/en\/help-center\/add-a-team-payment-card-hub\/\" data-type=\"help-center\" data-id=\"27952\">this guide<\/a>. To update the team payment card in Monta Charge, follow <a href=\"https:\/\/monta.com\/en\/help-center\/add-a-team-payment-card-charge\/\" data-type=\"help-center\" data-id=\"27954\">this guide<\/a>. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Monitor payment status across your teams<\/h2>\n\n\n\n<p>You can use the following tools in Monta Hub to track and manage payment issues across your teams.<\/p>\n\n\n\n<p><strong>Teams list<\/strong><\/p>\n\n\n\n<p>Filter your teams list by billing method and payment status to find affected teams:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Filter by <strong>Billing method: Pay as you go<\/strong> to see all PAYG teams.<\/li>\n\n\n\n<li>Filter by <strong>Unpaid subscriptions<\/strong> to see teams currently in the grace period.<\/li>\n\n\n\n<li>Filter by <strong>Paused subscriptions<\/strong> to see teams that have been frozen.<\/li>\n<\/ul>\n\n\n\n<p><strong>Subscriptions list<\/strong><\/p>\n\n\n\n<p>Go to <strong>Plans &amp; Subscriptions<\/strong> to open the Subscriptions list. This shows all subscriptions across all plans in one view \u2014 without having to click into each team individually. Unpaid and paused subscriptions are highlighted.<\/p>\n\n\n\n<p><strong>Payment banners<\/strong><\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<p><strong>Identify affected teams<\/strong><\/p>\n\n\n\n<p>To get a list of PAYG teams with active subscriptions, contact your CSM \u2014 they can provide an up-to-date list. Monta will also send email communications with CSV attachments listing affected teams over the coming months.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Subscription and team statuses<\/h2>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Status<\/th><th>Applies to<\/th><th>What it means<\/th><\/tr><\/thead><tbody><tr><td>Active<\/td><td>Subscription<\/td><td>Live. Benefits running, payments processing normally.<\/td><\/tr><tr><td>Unpaid<\/td><td>Subscription<\/td><td>Payment failed. 14-day grace period is running.<\/td><\/tr><tr><td>Paused<\/td><td>Subscription<\/td><td>Benefits suspended. No automatic retries. Reactivates when payment is resolved.<\/td><\/tr><tr><td>Frozen<\/td><td>Team<\/td><td>Full lockout. Charge points inactive, team management disabled. Resolves automatically when payment is fixed.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>The <strong>Paused<\/strong> status has three sub-reasons, shown to operators and team admins in the product:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Paused reason<\/th><th>What it means<\/th><\/tr><\/thead><tbody><tr><td>Payment method missing<\/td><td>No payment card is added to the team. The subscription waits until a card is added.<\/td><\/tr><tr><td>Pending invoicing<\/td><td>The operator switched the billing method to invoicing. The subscription waits until invoicing is confirmed, then activates automatically.<\/td><\/tr><tr><td>Team is frozen<\/td><td>The team was frozen after the 14-day grace period expired. The subscription reactivates when payment is resolved.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n","protected":false},"excerpt":{"rendered":"<p>This article explains what happens when a subscription payment fails and how to resolve it.<\/p>\n","protected":false},"author":66,"featured_media":0,"parent":0,"menu_order":0,"template":"","format":"standard","meta":{"_acf_changed":true,"inline_featured_image":false},"help_cat":[305,309],"help_tags":[],"class_list":["post-27955","help-center","type-help-center","status-publish","format-standard","hentry","help_cat-hub","help_cat-payments-transactions"],"acf":[],"_links":{"self":[{"href":"https:\/\/monta.com\/en\/wp-json\/wp\/v2\/help-center\/27955","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/monta.com\/en\/wp-json\/wp\/v2\/help-center"}],"about":[{"href":"https:\/\/monta.com\/en\/wp-json\/wp\/v2\/types\/help-center"}],"author":[{"embeddable":true,"href":"https:\/\/monta.com\/en\/wp-json\/wp\/v2\/users\/66"}],"wp:attachment":[{"href":"https:\/\/monta.com\/en\/wp-json\/wp\/v2\/media?parent=27955"}],"wp:term":[{"taxonomy":"help_cat","embeddable":true,"href":"https:\/\/monta.com\/en\/wp-json\/wp\/v2\/help_cat?post=27955"},{"taxonomy":"help_tags","embeddable":true,"href":"https:\/\/monta.com\/en\/wp-json\/wp\/v2\/help_tags?post=27955"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}