If you received an email or notification about your payment or credit card failing for a subscription renewal, follow this guide to learn what happened and what to do next.
Note: If there's an error when you try to purchase a new subscription, visit Why was my card declined at checkout?
Emails about failed payments
We’ll send an email to your account email address when a payment fails for any of your site’s subscriptions. Look for one of these subject lines, depending on the payment that failed:
|Subscription type||Subject line|
|Website||Credit card billing failure|
|Domain||We were unable to process payment for your domain|
|G Suite||Credit Card Billing Failure - G Suite|
Why did the payment fail?
There are a few reasons why we couldn't authorize your renewal payment:
Your card expired
If your card’s expiration date passed before your subscription renewal date, the payment will fail. To fix this and submit the payment, update your billing credit card. Ensure the information is accurate. Updating your card prompts another payment attempt. If your card is valid, this payment will be approved.
Your bank account has insufficient funds
If you’re using a debit card to pay for Squarespace, and your account balance was too low at the time of your renewal, the payment will fail. We'll keep trying over the next several days, so you can fix the issue by adding funds to the account as soon as you can.
Your bank prevented the charge for another reason
Other issues can occur with cards on file, even if you’ve used them to pay for subscriptions before. If your card hasn’t expired and your account has sufficient funds, contact your bank and ask for more information about the failed Squarespace charges. Squarespace Customer Care can’t help directly with declined charges.
If a renewal payment for your website failed
If we can’t process your renewal payment for your website, it’ll become “past due.” For more help if this happened, visit My site is past due.
You’ll have 15 more days to renew your site. We’ll keep trying to charge the card, but if we’re still unable to process the payment after 15 days, the site will be deactivated.
If a renewal payment for a Squarespace Domain failed
If we can’t process your renewal payment for a domain, it’ll remain active for 15 more days. We’ll keep trying to charge the card, but after 15 days, the domain will expire and no longer connect to your site.
You’ll have 30 more days to renew your domain through Squarespace, after which it will be released to our registrar. To learn more, visit Squarespace Domain renewals and expirations.
If a renewal payment for G Suite failed
If we can’t process your renewal payment for G Suite, your G Suite account will become “past due.” We’ll keep trying to charge the card, but if we still can’t process the payment after 14 days, your G Suite account will be suspended, and your inbox will no longer be accessible.
You’ll have 40 more days to renew your G Suite account through Squarespace, after which we’ll transfer it to Google. You can reactivate your G Suite with Google, but you won’t be able to manage it within Squarespace after we transfer it. Visit G Suite pricing, billing, and invoices to learn more.
I have a new card to use. How do I add it?
To add a new billing credit card, follow these steps. It's only possible to keep one credit card on file per website.
I updated my credit card. Did the payment go through?
How long does the renewal payment cover?
Depending on the subscription, this payment will cover the next year or month. To see which applies to your subscription, visit Checking your billing subscriptions. To switch to a monthly or annual plan, update your billing credit card, then change your billing cycle.
Domains and G Suite
Domain subscriptions renew annually, and G Suite subscriptions renew on the billing cycle you selected when signing up.
I received a billing failure email, but I already cancelled my subscription
If you receive a billing failure email even though you cancelled a subscription previously, you may still have other active subscriptions on your account.
Squarespace subscriptions are billed independently, which means that if you cancel a website subscription, any Squarespace Domain or G Suite subscriptions connected to that site will remain active unless you cancel or disable auto-renew for each subscription. Similarly, if you have multiple website subscriptions on your account, you’ll need to cancel each individually.
To learn how to find active subscriptions on your account, visit Checking your billing subscriptions.