Failed Payments
Application Hosting and Database Hosting plans are post-paid. Your card will be charged at the end of your first monthly billing cycle. At the end of your first month, you’ll be billed for the resources your application or database used. For example, if you signed up on October 26th, you will be billed on November 26th for applications and databases added during that cycle.
Unpaid invoice notice
If there’s an issue with payment and you have an unpaid invoice, when you log in to Sevalla you’ll receive a notification with the invoice details and options to add a new card or pay the invoice.
Unpaid invoice notice in Sevalla with details and options to pay.
Payment methods
You can add more than one credit card to your account and update any card to be your default card. The additional card(s) may be used if we are unable to charge your primary card for some reason.
After four automatic payment attempts, the invoice is considered failed and can only be processed manually. Upon request, we can retry your payment using any additional cards on file.
We exclusively use Stripe as our credit card processor; we don’t accept PayPal payments.
The first payment attempt
As explained, our billing system automatically charges your default card on the same day every month. Payments may fail due to insufficient funds or cards having been reported lost or expired. The most common reason a payment fails is when a bank simply declines the transaction. If this happens, you will need to contact your bank and ask them to allow Sevalla Inc. to process the payment.
After the first failed payment attempt, we will send an email to the email address you use to log in to Sevalla, asking you to work with your bank to ensure payment can be processed successfully. This email is sent to you from the address [email protected] so please make sure you treat it as a high priority and make sure it’s not delivered to your promotions tab or spam folder.
If you have an outstanding invoice and wish to retry payment without waiting for our billing system to retry automatically, you can do so by logging in to Sevalla, going to your username > Company > Invoices, and clicking on the Pay button next to the failed invoice.
Pay an unpaid invoice in Sevalla.
If payment is successful, you will be able to download a PDF of your paid invoice within a few seconds.
The second payment attempt
Three days after the first payment attempt fails, our billing system automatically tries to process the payment again. If payment is successful, there’s nothing further to do. If payment fails for a second time, you will receive a second email letting you know that you have an outstanding invoice that needs to be paid.
The third payment attempt
Eight days after the first failed payment attempt, our billing system automatically tries to process the payment again. If payment is successful, there’s nothing further to do.
If payment fails for a third time, you will receive a third email letting you know that you have an outstanding invoice that needs to be paid. Our billing system will suspend all plans and services automatically, stopping all traffic and processes.
The fourth and final payment attempt
Fifteen days after the first failed payment attempt, our billing system automatically tries to process the payment one final time. If we are unable to charge your primary card for some reason, we may attempt payment with any additional card(s) on file to bring the account current. If payment is successful, there’s nothing further that you need to do.
However, if this fourth payment attempt fails, our billing system will cancel your plans and services automatically. In short, once an invoice has been unpaid for 15 days, the associated plans and services will be canceled. Following cancellation, all data hosted on our platform will be deleted soon after.
After the fourth failed payment attempt and subsequent subscription cancellation, all of your applications, or databases associated with the canceled plan will be automatically and permanently deleted.
If you have any issues with your payment, please don’t hesitate to contact us during this 15-day grace period by opening a ticket with our Billing team.
Important notes about suspension and termination of plans and services
- We will suspend or terminate all services (including those that are current) if they are associated with an unpaid service under the same account.
- When services are suspended, all traffic and processes stop. Visitors that attempt to load your site or application will be unable to do so.
- For applications, this also means you cannot deploy or redeploy your application.
- For databases, this also means you cannot connect to and retrieve data from the database.
- If plans and services are terminated, all data will be permanently deleted. This means all of your applications, or databases will be automatically and permanently deleted.