If we can’t charge the card on file for your website subscription renewal, your site will be become “past due.” We’ll send an email notification asking you to take action to fix it. You’ll also see a banner message when you log into your site, but visitors won’t see it.
We'll try processing the payment again for 15 days after the payment was due. After 15 days, your site will go from past due to expired. Its content will be marked for permanent deletion. You can reactivate your site to resume service.
If your site is past due, follow this guide to learn what to do next.
Help and support during the COVID-19 pandemic: We’re doing everything we can to help our customers during these challenging times. If you need financial support for a past-due payment, submit a request using this form. We’ll look into options for you as quickly as possible.
How do I prevent my site from being deactivated?
Update your billing credit card as soon as possible to avoid any service disruption. After you update your billing credit card, we'll automatically process any outstanding payments. If your credit card is valid, the payment should go through successfully, and you'll see a purchase receipt. The “past due” banner will disappear shortly.
If you're not sure why your payment wasn't processed, visit Why did my renewal payment fail?
My credit card should work now. How do I submit my payment?
After fixing any card or insufficient fund issues with your bank, follow these steps to try making the payment again:
- In the Home Menu, click Settings, then click Billing & Account.
- Click Billing.
- Click Retry payment.
- If the payment was successful, you’ll see a purchase receipt.
You can also try again by clicking Fix Now in the banner at the bottom of your site when you're logged in.
Can I have an extension?
While we can't offer extensions on an outstanding payment, we do have a 15-day, automatic grace period. Your site will expire 15 days after a payment is due. You can reactivate the expired site after you make a payment. Content may or may not be recoverable, depending on how long the site was expired.
Can I put my subscription on hold?
It's not possible to place your subscription on hold, but you can explore some similar options.
Can I change my billing plan?
It's not possible to change your billing plan or cycle while your site is past due.
How do I cancel my subscription?
If you no longer want your site, you can cancel your subscription. After cancelling, you can keep managing any other subscriptions—like Squarespace Domains, Email Campaigns, Scheduling or G Suite—from the cancelled site.
I don't need my site, but I want to keep my other subscriptions.
Site subscriptions are billed separately from Squarespace Domains, G Suite, Scheduling, and Email Campaigns subscriptions. You can maintain these subscriptions after cancelling your site, as long as your billing credit card is valid. They’ll stay active unless you cancel them separately.
If you cancel your site subscription or let your site expire, you can access any of these continuing subscriptions through the expired site. If your Email Campaigns or Scheduling subscriptions expire, you’ll need a website subscription to reactivate them.