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.
Tip: If your bank is located in India and your subscription renewal payment failed, you may need to update your billing credit card. You'll need to do this for every renewal payment failure.
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|
|Email Campaigns||Credit card billing failure|
|Google Workspace||Credit card billing failure - Google Workspace|
|Squarespace Scheduling||Credit card billing failure|
Why did the payment fail?
There are a few reasons we couldn't authorize your renewal payment:
Your card expired
If your card’s expiration date passed before your subscription renewal date, the payment fails. 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 fails. 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 charges. After resolving any issues with your bank, try the payment again. We can’t help directly with declined charges.
Failed SEPA payments
If you purchased a subscription using direct bank transfers through the Single Euro Payment Area (SEPA), and we can’t renew your subscription on the first try, our system won’t try to process your payment a second time. For more information visit Purchasing subscriptions using SEPA.
Website failed renewal payment
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.
Squarespace Domains failed renewal payment
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.
Email Campaigns failed renewal payment
If we can’t process your renewal payment for Email Campaigns, your Email Campaigns subscription becomes “past due.”
You’ll have 15 more days to update your credit card. We’ll keep trying to charge the card, but if we still can’t process the payment after 15 days, your Email Campaigns subscription will expire and you’ll need to resubscribe.
Google Workspace failed renewal payment
If we can’t process your renewal payment for Google Workspace, your Google Workspace account becomes “past due.” We’ll keep trying to charge the card, but if we still can’t process the payment after 14 days, your Google Workspace account will be suspended, and your inbox will no longer be accessible.
You’ll have 40 more days to renew your Google Workspace account through Squarespace, after which we’ll transfer it to Google. You can reactivate your Google Workspace with Google, but you won’t be able to manage it in Squarespace after we transfer it. Visit Google Workspace pricing, billing, and invoices to learn more.
Squarespace Scheduling failed renewal payment
If we can’t authorize the renewal charge, your Scheduling subscription will be past due. We’ll attempt to charge the credit card on file over the next 15 days. You can update your card at any time during this grace period to manually push a charge.
If we still can’t charge your card after 15 days, your Scheduling subscription will expire, and your clients won't be able to book appointments with you. As long as your website subscription remains active, you can reactivate your Scheduling subscription at any time.
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 covers the next year or month. To learn which one 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, Email Campaigns, and Google Workspace
Domain subscriptions renew annually, while Email Campaigns and Google Workspace subscriptions renew on the billing cycle you selected when signing up.
I received a billing failure email, but I already canceled my subscription
If you receive a billing failure email even though you canceled a subscription previously, you may still have other active subscriptions on your account. To check this, go to your account dashboard and find your expired site. It displays the other active subscriptions remaining.
Squarespace subscriptions are billed independently, which means that if you cancel a website subscription, any Squarespace domain or Google Workspace 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 more, visit Checking your billing subscriptions.