How renewals and payment reminders work

This runs on its own for every service with Auto Renew on. The numbers below are the starting settings.

The timeline

• 14 days before the renewal date: the renewal invoice is made. It is due on the renewal date.
• About 3 days before the due date: a reminder email.
• The day after the due date: an overdue email that names the day the service will be paused.
• The day before the pause: a last reminder (only when the pause is 3 or more days after the due date).
• 3 full days after the due date: the service is paused (Suspended).
• About 7 days and 1 day before it is ended: two warnings.
• 14 days after the pause: the service is ended.

A service is never paused or ended before your customer was sent the warning. If your customer clicked I’ve paid, the pause waits until you confirm or reject it. If a warning goes out late, your customer still gets at least 7 days. Reminder emails can wait up to a day, because they are sent together in one daily email.

When your customer pays, a paused service starts again and its next renewal is set. They renew at their service's price.

Change the numbers

1. Sign in to your brand admin. See Open your brand admin.
2. In the menu, open System → Settings.
3. In the Billing timeline card, change Send the renewal invoice (7 to 60 days), Pause an unpaid service (1 to 90 days) or Remove a paused service (7 to 365 days).
4. Click Save Billing Settings.

New invoices and reminders follow the new days from then on.

Common problems