Payment Problems
We understand that unexpected things happen and our billing team is here to help. Send us an email at billing@customer.io. To help you plan, we’ve provided an outline of how we approach payment issues. We understand that each situation is different so please reach out to our billing team to discuss your options.
If your payment fails:
If your account payment fails repeatedly, our billing team will try to reach out to your team to talk about the issue. It’s important you keep your invoice contact up to date so that these messages reach the right person. We’ll also display a banner in-app to let you know there’s a problem.
If you see this, don’t panic! Reach out to our billing team on billing@customer.io and they will be happy to work with you to resolve the issue.
If your account is suspended:
If we haven’t heard back from you after 10 days then user access to your account will be suspended.
Your account is still active while it’s suspended, your data is safe; your campaigns will continue to run; and your messages will continue to send.
If your account is suspended, and you’re an Admin user, we’ll redirect you to the Plans & Billing page and ask you to update your card when you log in. If you’re not able to do this then please contact our billing team.
If your account is canceled:
If we’re not able to reach you and we aren’t able to take payment after 30 days, then we will notify all team members and close the account. If this happens then messages will stop sending and after 60 days your data will be scheduled for deletion.
If you want to re-activate your account:
Account data is scheduled for deletion 60 days after an account is closed. During this period you can re-activate your account by reaching out to our billing team on billing@customer.io.
Depending on the circumstances and timing of your cancelation we may ask you to pay any overdue invoices before we re-activate.
