Knowledge base
What happens when a renewal is not paid, what you must pay to get your services back, and when data is permanently deleted.
When a renewal payment fails we retry it and email you. Your sites keep working for five days. On day 2 we tell you — by e-mail and with a notice in your dashboard — the exact date they will pause. If it is still unpaid by then, your hosting is suspended: your sites stop serving, but nothing is deleted.
Cloud servers and managed databases are paused straight away. We pay for those by the hour, so they have no grace period — they are stopped when the renewal fails and started again when it is paid.
If your plan does not renew automatically — you pay by crypto, bank transfer or a one-off card or PayPal payment, or your card cannot be charged for renewals where you live — we e-mail you about three weeks before the renewal date, again 3 days and 1 day before it, and on the day it is due. Each reminder says the amount and the date your sites would pause. If it is still unpaid, your sites keep working for the five days above and we remind you 3 days after the due date. Once they are paused, we remind you every week for eight weeks. Paying at any time brings everything back automatically within a few minutes, and the reminders stop. A reminder that crossed with your payment can be ignored.
If you switched automatic renewal off, we remind you 3 days and 1 day before the plan ends, with the two ways to keep it: pay for the next period, or switch renewal back on. When it ends we e-mail you the date its sites pause: they keep running for five days, then they are paused and we e-mail you again. Nothing is deleted for 60 days: to bring it back, open Billing and pay from the date it ended. A late payment always continues from that date — you pay for the time since it ended and the current period, never a fresh start from the day you pay — and the plan and its sites come back as soon as it is paid.
A monthly or yearly add-on — an SEO tool, AI visibility, extra backups, Redis and the others under Billing → Add-ons — keeps working for three days after its renewal payment fails. We e-mail you and show the date in your dashboard. If the renewal is still unpaid on that date, the add-on pauses; nothing is deleted. Billing → Add-ons shows it as Paused, with the amount owed and a Pay button. Pay the renewal and the add-on comes back automatically within a few minutes, and renews on its usual date again. Add-ons that we pay a supplier for every month, such as licences and premium DNS, pause on the day the renewal fails instead, and come back the same way once it is paid.
Only Billing is open. You can see what is owed, pay it, add a payment method and top up your balance, but tools, backup downloads, site moves and the API are unavailable until the account is back in good standing. Everything opens again as soon as the payment goes through — you do not need to sign out or contact us.
Your services come back only when every missed billing period and the current one are paid. For example, if a monthly plan went unpaid 50 days ago, two periods are owed: the month you missed and the month you are in. Paying the first one does not restore the service on its own; the next renewal appears straight away, and your services resume when it is paid.
This is the same whichever way you pay — card, PayPal, crypto, bank transfer or account credit. Billing shows how many periods are owed, with the dates, and offers Pay everything owed: one invoice for every unpaid period, which brings your services back as soon as it is paid. See paying late: what your payment covers.
Once nothing is owed you can pay for several months at once from Billing → Pay for several months at once: choose how many months, and we create one invoice for exactly that amount. It is useful if you pay by crypto or bank transfer.
If a subscription is cancelled, or stays unpaid, its sites, databases and backups are permanently deleted 60 days after the service ended. We email you 14 days and 3 days before, and never delete anything sooner than 14 days after the first warning. Paying what is owed before that date keeps everything.
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