What happens when a payment fails

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Overview

RGE Studio accounts are set to auto-renew unless you change the subscription. Sometimes a renewal payment doesn't go through. This article explains what happens next, and what options you have.

When a payment fails

If your renewal payment fails, your account has an open balance. You keep access to RGE Studio for the rest of your billing period. During that time, we keep trying to charge your payment method on file. 

We email your account's billing contact when the payment fails. If the balance is still open after 28 days, we send a reminder before your plan is canceled. You also see notifications inside RGE Studio.

Pay your open balance

If your subscription is active, you can pay your open balance in one of three ways:

• Email reminds: Email notifications include an "Update payment info" button.
• Update payment details: update your payment method in your account. To learn how, see Managing your RGE Studio subscription.
• Statements tab: use the Statements tab in your Subscription area to pay any open invoices.

The first two options update your payment details. After you update them, we try the charge again automatically. The Statements tab charges you right away. Once the balance is paid, your plan continues as normal.

To learn more about your subscription, see Understanding your Subscription Details.

If your plan is canceled

If the balance stays unpaid, we cancel your plan at the end of your billing period. Your account is kept for 60 days after that. During those 60 days, you can log in and reactivate your subscription.

When you reactivate, you see two charges:

• The open balance: this pays for the billing period that went unpaid. You had access to RGE Studio during that time.
• A new billing period: this starts the day you reactivate. It's what restores your access.

These two charges can look like a double charge. Each one pays for a different billing period.

After 60 days

To keep your account and designs, reactivate within 60 days. After 60 days, we permanently delete your account. Your designs can't be recovered after deletion. You can still sign up for a new RGE Studio account at any time.

Avoid a failed payment

These steps help your renewal payment go through:

• Update your payment method before your card expires. We'll send an email reminder before the card on file expires.
• Keep your billing contact's email address current. Payment emails only go to this address. Your billing contact does not need to be an RGE Studio user. For more information, see Can I use a different email for billing?