Payment Failures
What happens when your customer's payment fails
When a payment fails, your customer's usage and seats keep working while Commet retries the charge — but new purchases are blocked. If all retries fail, their subscription is canceled.
What Your Customer Experiences
Payment fails
→ Usage and seats keep working (grace period begins)
→ New purchases are blocked
→ Commet retries the charge automatically
All retries fail
→ Their subscription is canceled
→ Access is revoked| Stage | Access | What's happening |
|---|---|---|
| Payment fails | Usage and seats keep working | Subscription moves to past_due, invoice becomes outstanding, retries scheduled |
| During grace period | Usage and seats keep working | Automatic retries on day 1, day 3, and day 5; usage keeps accruing as debt |
| All retries exhausted | Revoked | Subscription canceled, invoice marked uncollectible |
Purchases are blocked while past_due. Plan changes, add-ons, credit packs, and balance top-ups are rejected until the outstanding invoice is paid. Usage and seat tracking keep working so your customer can pay and continue without interruption.
Related
- Invoices — What invoices your customers receive
- Trials — What happens if the first charge after a trial fails
- Plan Changes — How a canceled customer can come back
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