Billing FAQ
What happens when a payment fails, how account holds work, and how long we keep your records.
Nothing changes straight away. We'll email you, and we'll try the payment again up to three times over the next 14 days. You keep full access to your account the whole time.
Update your card, or pay the invoice, using the link in any of our emails. As soon as the payment goes through, you're all set.
If a payment is still unpaid 30 days after it first failed, your account goes on hold. You can still log in, but your case files are locked until the balance is paid. Every time you log in, you'll see how long you have left and a button to pay.
No. We don't send new invoices while your account is on hold. Billing picks up again once you've paid.
No. You stay on the plan you chose. We never downgrade your account because of a missed payment.
Pay the past-due balance from the notice you see when you log in, or from any of our emails. Your files unlock as soon as the payment goes through.
After 90 days without payment, your subscription is cancelled. We keep your records until 180 days after the first missed payment. After that they're deleted from your account. Contact us before then if you need them.
No. Pay-per-case accounts pay before each case is processed, so there's never a balance to miss.
Yes. Annual plans follow the same timeline.
Yes. We'll email you 30 days and 7 days before your card expires, so you can update it before your next payment.
Payment fails
We email you and retry. Your account keeps working.
Next 14 days
Up to three more tries, with an email each time. Your account keeps working.
Day 30
Account on hold. Files are locked until you pay. No new invoices.
Day 90
Subscription cancelled.
Day 180
Records deleted from your account.
