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When Sevalla can’t charge a company’s card for an invoice, Stripe retries the charge for about 15 days while Sevalla emails reminders. If every attempt fails, Sevalla suspends the company and stops all its services. A company that stays suspended for 90 days is deleted with all its data. Paying the invoice at any point before deletion reactivates the company.

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What happens after a failed charge

The example starts with an invoice created on the 1st of the month. Stripe makes up to 9 charge attempts on its retry schedule; the days in this table are typical. Every email goes to the company’s owner, admins and billing users, from noreply@sevalla.com. The payment emails link to the Billing page. Check your spam folder if you don’t see them. In the dashboard, a red Past due invoice button appears at the top of every page as soon as a charge fails. It opens a sheet with how many days the invoice is overdue and how many days are left before the company is disabled (15 days after the due date). The Billing page shows the Past due invoices card with each unpaid invoice’s date, period and amount due.

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Payments that need 3D Secure

Some banks require you to approve a charge with 3D Secure. The charge then waits for you instead of failing, and Sevalla emails the same recipients: Click Verify payment in the email and approve the charge with your bank. A charge that isn’t approved is treated like a failed one, and the company is suspended.

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Pay a past due invoice

Only company owners, admins and billing users can pay invoices.
1

Open the past due invoice

In the sidebar, under Company, click Billing. In the Past due invoices card, click Pay in billing portal. The Stripe customer portal opens in a new tab.
2

Fix the payment method

If the card expired or was declined, add a working card and make it the default. See Manage payment methods.
3

Pay the invoice

In the invoice history, open the unpaid invoice and pay it.
When the payment succeeds, the Past due invoices card and the Past due invoice button disappear. Paying doesn’t wait for the next retry, so pay as soon as you’ve fixed the card. Most declines come from the bank. If a card with enough funds keeps failing, ask your bank to allow the charge from Sevalla, or use another card.

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What suspension does

A suspended company keeps its data, but none of its services run:

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Reactivate a suspended company

Pay every unpaid invoice, as in Pay a past due invoice. When the last one is paid, Sevalla reactivates the company automatically: it restarts the applications and databases, brings the static sites back, and emails Your Sevalla account has been reactivated. Some services take a few minutes to start. Reactivation doesn’t turn API keys back on. In the sidebar, under Tools, click API keys and enable the keys you use (see API keys). If you use AI support, disable it and enable it again on Help > AI support settings to give the assistant access again.

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Important notes about suspension and termination of plans and services

  • The whole company is suspended. One unpaid invoice suspends every service in the company, in every project.
  • Deletion can’t be undone. 90 days after suspension, Sevalla deletes the company’s applications, databases, static sites, object storage and load balancers, then the company. The data can’t be recovered.
  • Pay before the deadline. Paying all unpaid invoices at any time before deletion reactivates the company. After deletion, there’s nothing to reactivate.
  • Only the default card is charged. Other cards on file aren’t tried when the default card fails.
  • Suspension for fraud is different. A company suspended for suspected fraud or abuse isn’t reactivated by paying. Contact support if you think it’s a mistake.
  • Disputes go to a person. For a charge you think is wrong, or a payment that keeps failing after you’ve changed the card, chat with support and ask for a person.