Resolve a payment issue
Find an unpaid invoice, update your card and see what happens to your plan while a payment is unresolved.
Before you start: payments are processed by Stripe. Never send full card details to Passiro, also not in a support enquiry.
1. Check your invoices
Open Billing → Invoices. The Status column shows each invoice’s state, for example Paid or Open. An open invoice has not been paid yet. Use the PDF link to see the invoice.
2. Update your payment method
Open Billing → Subscriptions and find Payment method, which shows the card on file and its expiry date. Select Change, or Add card if no card is saved, to open Stripe’s secure customer portal and update the card there.
3. Know what happens to your plan
While Stripe retries a failed payment, your websites keep their paid plan. If the payment cannot be collected and the subscription is cancelled or marked unpaid, its websites move to Free with the Free plan’s features and limits. Under the Terms and Conditions, Passiro gives at least seven days’ written notice and an opportunity to resolve the issue before suspending the Service for an undisputed overdue amount.
4. Ask about a charge
If a charge looks wrong, send a support enquiry with the invoice date and amount. Under the Terms and Conditions, Passiro considers billing disputes raised promptly and in good faith before suspending the affected Service.