Failed payments and suspension
What happens when a subscription payment fails, how payment failed, suspended and stopped affect Alesia, and how to restore access.
When a subscription payment fails, Alesia keeps working while the payment is retried. If it still cannot be collected, your organization is suspended and then stopped. Updating your payment method restores access at any point before it is stopped.
New to billing? Start with Billing overview.
Billing statuses
The Plan tab shows your billing status next to your plan.
Status | What happens |
|---|---|
Payment failed | The payment is retried for up to two weeks. Alesia keeps working, and admins see a banner asking them to update the payment method. |
Suspended | All retries failed. The dashboard is locked except for billing. Devices keep enforcing their current policies. |
Stopped | The organization was suspended for 14 days. The dashboard is locked and devices no longer protect AI use. |
Restore access
If your status is Payment failed or Suspended:
- Click Update payment method in the banner, or Open billing on the locked dashboard.
- Open the Payment Method tab and click Update.
- Enter a working card or bank account.
Alesia retries the open invoice with the new payment method. Once it is paid, the banner disappears and the dashboard unlocks.
If your status is Stopped, your subscription has ended. Subscribe again from the Plan tab to restore access. See Choose or upgrade your plan.
For details on updating your payment method, see Manage invoices and payment method.
What members see
Only owners and admins can update billing. Other members see that the organization's subscription needs attention, and are asked to contact an administrator.
Cancelling with an unpaid balance
If a subscription ends while a payment is outstanding, the organization is stopped, even if it is within the Free limits. See Cancel your subscription.
Need help?
Contact support@getalesia.com.
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