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Fixing billing failures

If you received a "Credit Card Billing Failure" email from Squarespace, follow this guide.

Note: If there's an error when you try to purchase a new subscription, visit this guide instead: Why was my card declined?

Why did I get this email?

If we sent you a "Credit Card Billing Failure" email, we were unable to process your credit card for a renewal payment. Your site is now past due. There are a few reasons why this might happen: 

Your card has expired.

To fix this, 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. If not, we'll try again every five days.

Your account has insufficient funds.

If your account has insufficient funds when we try to process your payment, we'll try again in five days.

To pay sooner:

  1. In the Home Menu, click Settings, and then click Billing & Account.
  2. Click Billing.
  3. Click Retry Payment.

If the attempt is successful, a purchase receipt will appear.

Tip: You can also try again by clicking Fix Now in the banner at the bottom of your site when you're logged in.

I have a new card to use. How do I add it?

Follow these steps to update your billing credit card. It's only possible to keep one credit card on file per website.

I updated my credit card. Did the payment go through?

Once you update your billing credit card, we'll automatically charge it for outstanding payments. If the card is valid, this payment should go through successfully and display a purchase receipt. 

How long does this payment cover?

Depending on your billing cycle, this payment will cover the next year or month. To switch to a monthly or annual plan, you can change your billing cycle after updating your credit card.

Can I have an extension?

While we can't offer extensions on an outstanding payment, we do have a built-in grace period. Your site will expire 15 days after a payment is due. You can reactivate the expired site once you make a payment. Content may or may not be recoverable, depending on how long the site was expired.

Can I place my subscription on hold?

It isn't possible to place your subscription on hold. If you have a Squarespace Domain, you can revert to a parking page while your site is expired. 

I don't need my site. How do I cancel?

If you no longer want your site, you can cancel your subscription.

I don’t need my site, but I want to keep my domain/email.

If you let your site expire, any active Squarespace Domains connected to your site will redirect to a parking page. If you have a G Suite by Google subscription, you can continue managing these email addresses through your parking page.

To keep your G Suite subscription and domains active, ensure your billing information is up to date.

My site expired. Can I reactivate it?

You can reactivate your site at any time. Content may or may not be recoverable, depending on how long the site was expired. 

My payment went through, but my site is still down.

If your payment was processed successfully, but your site is still down, this could be related to your domain

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