Payment failed and other billing errors

Only a Master Admin can open Billing and fix a payment. If you are an Editor or User, ask a Master Admin in your organisation.

Payment failed

Your last payment failed. Update your card by the date shown to keep full access; after that your account becomes read-only until it is paid. Nothing is deleted.

Cause. Stripe could not take your subscription payment, usually because the card expired, was cancelled or was declined. A 7-day grace starts, and this banner shows on every page with the date it ends.

Fix. Click Go to Billing in the banner, then Manage billing. In Stripe, update your card and pay the open invoice. The banner goes once Stripe confirms the payment. Everything works as normal during the grace.

When to contact support. If you have updated the card and the banner is still there a few hours later, or your bank says the payment went through.

Organisation is read-only

A payment failed and the 7-day grace has passed, so your organisation is read-only. Nothing was deleted. Update your card under Billing to carry on.

Cause. The 7-day grace after a failed payment ended and the payment is still overdue. Everyone in the organisation can sign in and view everything, but changes are refused. Nothing is deleted.

Fix. A Master Admin opens Billing, clicks Manage billing, updates the card and pays the overdue invoice. Billing keeps working while the organisation is read-only, so you can always pay. Full access comes back once Stripe confirms the payment.

When to contact support. If you have paid and the organisation is still read-only, or you need time to pay.

Stripe could not complete the request

Stripe could not complete the request. Try again shortly.

Cause. Stripe refused or did not answer when Forensik asked it to start a checkout, change your plan or open Manage billing. This is usually short-lived.

Fix. Wait a minute and try again. Nothing was charged or changed by the failed attempt.

When to contact support. If it keeps happening for more than an hour. Say which button you clicked.

Billing is not available

Billing not configured

Cause. Card payments are not set up on Forensik's side for this plan or billing interval yet, so the plan buttons are greyed out.

Fix. Nothing to change on your side. Your current plan or trial keeps working.

When to contact support. Contact us if you want to choose a plan now, and we will set it up with you.

Plan change refused

You are already on monthly billing.

Cause. The change cannot be made as asked. Other forms of this message:

• "A switch to annual billing is already booked for your renewal."
• "The founding offer is monthly billing only, so annual billing is not available to this organisation."
• A warning that your founding member discount ends for good if you move to annual.
• "There is no subscription to switch yet. Choose a plan first."
• "This plan is arranged with us. Talk to us to change its billing."

Fix. Tick the founding warning only if you accept losing the discount. With no subscription yet, choose a plan first. See Change or cancel your plan.

When to contact support. If your plan is arranged with us, or the message does not match what you see on Billing.