What happens when a payment fails or your plan ends

A workspace’s plan decides whether its members can use it. This page lists each billing state, what people in the workspace see, and who can fix it. Billing is per workspace, so a problem with one workspace’s plan never affects your other workspaces.

Warning: A workspace blocked for billing is not read-only. None of its members, owners included, can open, read or export its documents in the app until an owner or admin fixes the plan. Your documents are kept.

Billing states at a glance

State	Can members use the workspace?	What they see	Who can fix it
New workspace, first 7 days	Yes	Plan & billing shows a Free trial badge and the Start your 7-day free trial button	Owner or admin: start the plan before the 7 days are up
Free trial	Yes	Free trial badge on Plan & billing, with “Your free trial ends” and the date	Nothing to fix
Active	Yes	Active badge, with the renewal date	Nothing to fix
Cancellation scheduled	Yes, until the end date	Ending badge and “Your plan is set to cancel on” the date	Owner or admin: Resume plan
Payment failed, workspace has paid before	Yes, during a grace period	Owners and admins see Your last payment failed at the top of every page. Plan & billing shows Past due.	Owner or admin: update the card
Payment failed, grace period over or first charge after the trial	No, blocked	Your subscription has ended	Owner or admin: update the card
No plan	No, blocked	Start your free trial to continue	Owner or admin: start the plan

The New workspace, first 7 days state applies to workspaces created with New workspace from the workspace switcher or Account settings.

When a payment fails

When a charge fails, the workspace owner, and the billing contact if you have set one, are emailed. Owners and admins also see Your last payment failed. Update your card to keep your workspace active. at the top of every page. Other members do not see this notice.

What happens next depends on whether the workspace has paid before:

The workspace has paid before. It stays open during a grace period while the payment is retried. The grace period ends 14 days after the end of the current billing period. If the payment still has not gone through by then, the workspace is blocked with Your subscription has ended.
The first charge after the free trial fails. There is no grace period. The workspace is blocked with Your subscription has ended straight away.

To fix either, an owner or admin follows How to update your payment method.

If the subscription is closed after the failed payments instead, the workspace shows Start your free trial to continue, described below.

Your subscription has ended

This screen means the workspace’s subscription still exists, but a payment on it has failed and there is no grace period left. Anyone who opens the workspace sees Your subscription has ended and “Resubscribe to get back into this workspace. Your documents are exactly where you left them.”

Owners and admins see View plans, which takes them to billing. On Plan & billing the plan shows Past due. Update the card under Payment method. The workspace opens again as soon as the overdue payment goes through.
Everyone else is told “Only a workspace owner or admin can set this up. Ask them to finish billing and you will be back in straight away.”

Saving a new card does not retry the failed payment by itself. If the workspace is still blocked after you update the card, contact support.

Start your free trial to continue

This screen means the workspace has no subscription. That happens when:

the workspace has never started a plan, for example one created with New workspace more than 7 days ago
a canceled plan has reached its end date
the subscription was closed after failed payments

Owners and admins see Start your free trial, which leads to the steps in How to start your free trial or subscribe. Everyone else is told to ask an owner or admin. If the workspace had a plan before, Plan & billing shows a Canceled badge.

Workspaces created before Workover started requiring a plan are the exception: they are not blocked when they have no subscription.

Working in your other workspaces

The blocked screen names the workspace that is blocked and, under Your other workspaces, lists the others you belong to with “Only this workspace is affected. You can keep working in the others.” Click one to switch to it. Billing settings and Sign out links are always at the bottom of the screen.