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Renewals and grace

Subscriptions renew monthly and automatically. This article covers the normal path, what happens when a charge fails, and the honest answer to the question behind both: can billing problems cost you your data? (No.)

The normal month

On the day your paid period ends, UpAll charges your saved card automatically. When it succeeds, a new tax invoice is emailed to your workspace contact (see Payments, invoices and VAT) and nothing else changes — same plan, same limits, no action needed.

When a charge fails

Cards expire, limits get hit, banks decline. A failed renewal doesn't interrupt anything immediately:

  • The workspace contact gets an email saying the charge failed.
  • UpAll retries on day 3 and again on day 7 after the due date.
  • Your plan's features keep working throughout this window.

The fastest fix is to open Billing yourself: update the card, or pay directly — when a renewal is overdue, the Billing page offers immediate payment rather than making you wait for the next retry. Any successful payment ends the episode and the month proceeds normally.

Day 10: a downgrade — not suspension, not deletion

If ten days pass unpaid, the workspace automatically moves to the entry plan and the contact email is notified. Be clear about what that does and doesn't mean:

  • Nothing is deleted. Clients, monitored systems, incident history, reports already generated — all of it stays.
  • The workspace stays open. Your team signs in and works as before.
  • The smaller limits apply to new things. You'll likely be over them. Existing over-limit data remains untouched; you just can't create new clients or monitored systems until you're back within the limits — see Plans and limits.
  • Paid features stop. Monthly SLA reports no longer generate while the subscription is lapsed.

Resubscribing from the Billing page takes effect immediately and restores your plan — see Upgrade and plan changes. Billing trouble costs you paid features for a while; it never costs you data.

If you're not auto-renewing

A workspace whose subscription won't renew itself — auto-renew cancelled, or no working card on file — gets a reminder email 3 days before the paid period expires, with time to renew before anything changes. If the period lapses, the same downgrade-to-Free rules above apply.

Suspended workspaces

Suspension is a separate, rare state handled outside the normal billing flow — the renewal process above never suspends anyone. If a workspace is suspended:

  • Admins can still sign in, and they're taken to the Billing page, which stays reachable so the situation can be resolved.
  • Other staff can't use the console while suspension lasts.
  • The client portal and public status pages show a temporary-unavailability notice instead of data — clients see that the service is temporarily unavailable, not an error and not another client's information.