When an invoice isn't paid
What happens when an invoice goes past its due date, when a community gets suspended, and how paying the invoice brings it straight back.
Nobody likes surprises with billing, so here's exactly what happens if an invoice isn't paid, and how long you have before anything changes for your community.
The short version: you have 7 days to pay an emailed invoice, then another 7 days after it's overdue before your community is suspended. If you pay by saved card, a failed payment is retried and your community is only suspended if a second month's payment also fails. Paying at any point brings everything back, and nothing is deleted.
The timeline#
| When | What happens |
|---|---|
| The 1st of the month | Stripe, our payment provider, emails your invoice to your billing email. |
| 7 days later | The invoice is due. If it's still unpaid, it's marked overdue, and the owner gets a Discord message from the LonexOne bot with a link to pay it. |
| While it's overdue | Your community keeps working as normal. Your Billing page shows Overdue, with the date it went overdue. |
| 7 days after it went overdue | Your community is suspended. |
| When you pay | Your community comes back straight away. |
That timeline is for invoices that are emailed to you.
If you pay by card#
When you have a saved card, your plan is charged to it on the 1st. If the payment fails:
- The owner gets a Discord message from the LonexOne bot straight away, with a button to update the card.
- Stripe tries the card again over the next few days. Your community keeps working as normal.
- Your Billing page shows Card payment failed, with the date.
- If next month's payment fails too while the first is still unpaid, your community is suspended and the owner gets another message.
As soon as the payment goes through, the warning clears, and a suspended community comes back straight away.
Check whether you're overdue#
- Open your control panel.
- Click Billing at the bottom of the left sidebar.
Under Plan, the Status says Up to date or Overdue. If it's overdue, it tells you since when.
Only the owner can see the Billing page.
What a suspension means#
While your community is suspended:
- Your website shows your community's name and This community is temporarily unavailable to everyone who visits.
- Your control panel shows that the community is suspended, for you and your staff.
- Your members can't sign in to your website, use the CAD or apply to departments.
Nothing is deleted. Your members, departments, records, pages and settings are all kept exactly as they were.
Get your community back#
Pay the overdue invoice. Open the invoice email we sent to your billing email and pay it online.
As soon as the payment goes through, your community is reactivated automatically. You don't need to contact us.
If you've lost the invoice email, search your inbox and spam folder for an email from Stripe. If you still can't find it, message us in the LonexLabs Discord and we'll send it again.
Something not working?#
I paid, but my community is still suspended. It can take a minute for the payment to come through. Refresh the page. If it's still suspended after a few minutes, message us in the LonexLabs Discord.
My community is suspended and I'm not sure why. Check your Billing page for an overdue invoice. Communities can also be suspended for reasons other than billing. If your bill is up to date, message us in the LonexLabs Discord.
I need more time to pay. Message us in the LonexLabs Discord before your community is suspended and we'll see what we can do.
See also
How billing works
One plan at $12.99 a month with every module included, invoiced on the 1st. How your first invoice is worked out and where to see what you pay.
Claim your community and go live
Open your claim link, set your community name and billing email, pay the first invoice and land in your control panel.
Can't find what you need?
Open a ticket in our Discord and someone from the team will help. Found a bug, or missing a feature? Tell us on the feedback board.