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Failed payments and disabled accounts

What happens when a renewal payment fails, when sending stops, and how to turn it back on.

Overview

Section titled “Overview”

Stripe, our payment processor, handles failed payments: it retries the charge and emails your billing contact each time. Sending keeps going while it retries. Only when the last retry fails does Transactional Email turn sending off — and paying the open invoice turns it straight back on.

What happens, step by step

Section titled “What happens, step by step”
  1. A renewal payment fails. This is your monthly invoice, including any extra emails auto-buy added in the period before. Your subscription is past due. Stripe retries the payment over the following days and emails your billing contact after each failure. Sending continues normally, and App Home and Settings show a Payment past due notice.
  2. The final retry fails. Your subscription is marked unpaid and Transactional Email disables sending:
    • Every workflow send fails with account_disabled.
    • App Home and Settings show a Sending is disabled banner with an Update payment method link for Super Admins.
    • Your alert recipients get an email: “Action needed: email sending is off until payment is made.”
  3. You pay the open invoice. Sending turns back on as soon as the payment goes through, and your alert recipients get an email: “Email sending is back on.”

Turn sending back on

Section titled “Turn sending back on”
  1. Click Update payment method in the Sending is disabled banner, or Manage billing in Settings → Billing. Stripe’s billing portal opens; sign in with the code Stripe emails to the billing address.
  2. Update your card if it has expired or was declined.
  3. Pay the open invoice.

Sending is back on within moments of the payment, and the banner disappears.

Sends that failed with account_disabled while sending was off aren’t retried. Re-enroll those records if they still need the email.

If your subscription ended

Section titled “If your subscription ended”

A subscription that was cancelled, or that Stripe ended, also turns sending off: the Sending is disabled banner says your subscription is unpaid or has ended, and every send fails with account_disabled. Your alert recipients get an email: “Your Transactional Email subscription has ended.” (If Stripe ended it because a payment failed, they get the payment email above instead.) There’s no invoice to pay, so a Super Admin starts a new one instead:

  1. Open Settings → Billing. The section is headed Subscribe again.
  2. Click Subscribe for $89/month and complete checkout.

Sending turns back on once the new subscription is active, and your alert recipients get an email: “Email sending is back on.”

If auto-buy added extra emails in your last period, they haven’t been billed yet, so they go on a final invoice that’s charged to your card when the subscription ends.

If the invoice stays unpaid

Section titled “If the invoice stays unpaid”
  • 30 days after sending is disabled — whether the subscription is unpaid or ended — we cancel any remaining subscription and close the account. Sends keep failing with account_disabled.
  • 14 days after that, we delete your sending domain, sender profiles, and send history.

Once the account is closed, Settings → Billing says This account is closed and no longer offers a checkout. To use Transactional Email again, reinstall the app from the HubSpot App Marketplace and subscribe again. Before the deletion your settings come back as they were; after it, you set up your sending domain from scratch. The 20 sandbox sends don’t reset. See Uninstalling and reinstalling.

If someone completes a checkout from an older link after the account closed, we reopen the account automatically as long as the app is still installed and the 14 days before deletion haven’t passed. Otherwise the payment can’t turn sending back on: we’re alerted and will refund it, or email support@cambiumapps.com.

Common questions

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Are extra emails from auto-buy charged separately? No. Nothing is charged when auto-buy adds extra emails; they’re billed on your next monthly invoice with your subscription. If that invoice can’t be paid, it follows the same steps as any other failed payment, described above. See How your email allowance works.

Who gets Stripe’s payment emails? The billing email — the address used at checkout, shown as Billing managed by in Settings. Transactional Email’s own alerts go to the recipients in Settings → Alerts.

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