Billing Problems: Payment Failed or Subscription Cancelled

Billing problems — a failed payment or a cancelled subscription — do not immediately affect your users or your seats. Siperb is designed to give you time to resolve the issue without your team losing access. Here’s exactly what happens and what you should do.

What happens when a payment fails

  • Your account is flagged as having a billing issue.
  • Our team is notified and will reach out to you directly.
  • Your users are not affected. They keep working, their seats remain assigned, and nothing changes from their perspective.
  • Your inventory stays exactly as it was. No seats are removed automatically.

What happens when a subscription is cancelled

If a subscription is cancelled — through the billing portal or by a payment provider action — the same protective behaviour applies. Your users stay in place and your seats are untouched. The Control Panel flags the discrepancy between your inventory and your now-reduced (or zero) subscription, and will show you what needs to be realigned.

What about sub-accounts?

Sub-accounts beneath you are also protected. Because they operate under your umbrella, their users keep working while the billing issue is being resolved. Nothing cascades down the tree automatically. Once the billing issue is resolved and you realign your inventory, everything returns to normal for the whole tree.

If a billing issue stays unresolved

Siperb will always reach out before making any changes to your account. Reducing your footprint or suspending access is a conversation — not an automatic action. You will never log in to find users silently removed or seats quietly cancelled. If it comes to that point, you will have been contacted first and given the opportunity to resolve it.

What you should do

  1. Update your payment details or re-subscribe from your billing area. Fix the underlying subscription issue first.
  2. Click Fix in the Control Panel to realign your inventory with your restored subscription. This brings your seat counts back into sync in one step.
  3. If you’ve decided to reduce the number of users you’re running, remove the relevant users first to free their seats, then realign. The Control Panel will guide you through exactly what needs to change.

Important: Do not attempt to make seat or plan changes while a billing mismatch is active. The Control Panel will block those changes to protect you from unintended charges. Resolve the billing issue and realign first, then make any further changes.