When a plan payment fails, the app shows a "Your Account is Past Due" screen and you get an email. Our payment processor retries the charge automatically. After 3 days past due, Winnr disables your domains and sending stops until a payment succeeds. Click Update Payment Method on the Past Due screen (or Open Billing Portal in Settings → Billing) to fix the card. As soon as a payment goes through, your domains are re-enabled automatically.
Timeline
Day 0, payment fails. The Past Due screen appears in the app and you get an email with the next retry date. Sending still works.
Automatic retries. Our payment processor retries the charge on its own schedule. If any retry succeeds, the account goes back to normal.
Day 3 past due, domains disabled. If the payment still hasn't gone through, Winnr disables all your domains and emails you. Mailboxes stop sending and receiving.
Recovery. As soon as a payment succeeds, your domains are re-enabled automatically and you get an email confirming it.
Retries exhausted. You get a final notice. Pay the open invoice from Settings → Billing to recover.
Common causes
- Card expired. Add the new card in the billing portal and set it as default.
- Bank declined for fraud protection. Call your bank, confirm the charge is legitimate, then pay the open invoice.
- Insufficient funds. Use a different card or pay once funds are available.
- Card reissued. Update the card in the billing portal as soon as the new one arrives.
- Extra verification required. Some banks require you to approve the charge. Open the unpaid invoice from Settings → Billing and complete the verification there.
Preventing past-due
- Keep your default card current. The billing portal lets you store more than one card; make sure the one set as default is valid.
- Use a card with enough headroom for your monthly total, including add-ons.
- Watch for the first email. Fixing the card on day 0 means your domains are never disabled.
What's next
Frequently asked questions
What happens right after a payment fails?
The app shows a full-screen "Your Account is Past Due" message with an Update Payment Method button, and you get an email saying the charge failed and when it will be retried. Sending keeps working for now.
When are my domains disabled?
After 3 days past due. Winnr disables your domains (and so every mailbox on them) and emails you. As soon as a payment succeeds, the domains are re-enabled and you get a confirmation email.
I updated my card. Is the invoice paid now?
Not necessarily. The open invoice is charged at the next scheduled retry. To pay right away, go to Settings → Billing, open the unpaid invoice from Recent Invoices, and pay it on the invoice page.
What if the payment keeps failing?
When the automatic retries run out, you get a final email saying the charge won't be retried. Your domains stay disabled until you pay the open invoice. An account that stays unpaid can be cancelled, which then follows the normal cancellation timeline.
Can I get more time?
For a legitimate reason (bank issue, card being reissued), email support@winnr.app. Winnr can extend the grace period for a few days.
Does this affect my pre-warmed domains?
Pre-warmed addresses are billed on their own subscription, so they follow their own payments. A failed plan payment disables your regular domains only. If a pre-warmed payment fails, a banner appears in the app and only the pre-warmed domains are disabled after 3 days.