My payment failed

You keep Premium for 3 days while you update your card. After that your account moves to Free — nothing is deleted.

If a renewal payment fails — an expired card, insufficient funds, or a bank decline — we don't cut you off straight away.

What you'll see

A red banner in your account: "Your last payment failed. Update your card by date to keep Premium."

What to do

Go to Billing.
Select Manage subscription & invoices.
Update your payment method in Stripe's portal.

Our payment provider retries the payment, and the banner disappears once it goes through.

If you don't update it

You keep Premium for 3 days after the failed payment. After that your account moves to the free plan: your tunnels beyond the free limit, and any on Premium-only locations, are disconnected. Nothing is deleted, and you can upgrade again at any time.

More in Plans & billing

Free vs Premium The limits of each plan — devices, data, locations and unused tunnels — and how the monthly data allowance works. Upgrade to Premium Upgrade from the Billing page and pay by card through Stripe. Premium starts as soon as the payment goes through. Cancel your subscription Cancel in the Stripe customer portal from Billing. You keep Premium until the end of the period you paid for. Refunds You can ask for a refund within 30 days of a purchase or renewal by emailing support.

Still need help?

Email our support team and tell us what you tried — a screenshot helps.

[email protected]