What happens if an invoice is not paid?

An expired card, a missed email, a forgotten renewal: an unpaid invoice can happen quickly. At Upkyo, services are paid in advance and renew automatically. When an invoice is not paid on time, a series of steps begins, as described in the billing and renewal policy. This guide sums up what happens, in order, and above all how to sort things out before it affects your website or your email.

How to settle an unpaid invoice, step by step

1. Log in to your Upkyo client area.
2. Open Invoices and show unpaid or overdue invoices.
3. If your card has expired or was declined, save a new card in My account, Payment method, see Save or change your payment card.
4. Click Pay invoice, or use Mass payment if there are several.
5. Confirm the payment and check that the invoice now shows as paid.
6. If a suspended service does not become available again, open a ticket from /submitticket.php.

What happens, step by step, when an invoice is unpaid?

Before the due date: reminders

Before each due date, Upkyo sends one or more reminders by email or in the client area, showing the service, the renewal date and the amount. The renewal invoice is issued before the due date and must be paid by that date at the latest. If a card is saved, it is charged automatically.

If the payment fails

If the charge fails, for example because the card is expired, declined or has insufficient funds, Upkyo lets you know and may try again on the saved card or on another payment method on your account. A failed payment does not put the invoice due date on hold.

After the due date: overdue and reminders

Any invoice not paid by its due date is overdue. You then receive reminders by email or in the client area. It appears among the overdue invoices on the Invoices page.

If the delay continues: suspension, then termination

Upkyo may suspend the service concerned, then terminate it, within the timeframes shown in the client area. A suspended service is no longer available: depending on the service, your website or your mailboxes may stop working. Termination for non-payment leads to deletion of the service's data, after the recovery period set out in the backup and retention policy. This deletion is permanent.

What about a domain name?

A domain name that is not renewed on time may expire and become unavailable, or even be registered by someone else, depending on the registry's rules. If restoration is still possible, it may involve restoration fees set by the registry, on top of the renewal price. For your domains, never leave an invoice unpaid, see Renew a domain name.

Can a suspended service be reactivated?

Reinstating a service suspended or terminated for non-payment is not guaranteed. When it is possible, all amounts due must be paid first and reinstatement fees may apply, which are shown to you before anything is done. The sooner you settle, the simpler it is.

Why not dispute the payment with your bank?

If you disagree with an invoice, contact Upkyo first by ticket to find an amicable solution. A payment dispute with your bank leads to the immediate suspension of the services and account concerned until it is resolved. Support is available 24/7 at support@upkyo.com.

How can I avoid unpaid invoices?

• Keep a valid default card saved and replace it before it expires.
• Keep your account email address up to date and, if needed, add a contact who receives Invoice Emails, see Update your billing details (address, company, VAT number).
• If you no longer need a service, cancel it before its due date rather than leaving the invoice unpaid, see Cancel a service.

Frequently asked questions

What happens if I do not pay my hosting invoice?

The invoice becomes overdue and you receive reminders. If the delay continues, the hosting may be suspended and then terminated, within the timeframes shown in the client area. After termination and the recovery period, the data is permanently deleted.

My website is suspended for non-payment, what should I do?

Pay all overdue invoices from Invoices, saving a new card first if needed. If the service does not become available again, open a ticket. Reinstatement fees may apply; they are shown to you before anything is done.

Is not paying the invoice enough to cancel a service?

No. An unpaid invoice is still due and can lead to suspension, reminders and loss of data. To stop a service properly, submit a cancellation request from its page before the due date.

My card was declined at renewal, is my service cut off?

Not immediately: Upkyo lets you know about the failure and may try again. The due date stays the same, so update your card and pay the invoice without delay.

Does Upkyo charge late payment penalties?

For business customers, unpaid amounts may bear the late payment interest and fees provided for by applicable law. A suspended service may also involve reinstatement fees, shown before anything is done.