Why did my subscription get automatically cancelled?

If you've discovered that your subscription is no longer active, this typically results from an issue with payment processing. Here's a step-by-step explanation of how this process works and what it means for your subscription:

1. Failed Payment Attempt: Initially, if a payment fails during the renewal process, your subscription is temporarily put on hold. This means your access is paused, but not permanently stopped, allowing for payment issues to be resolved.

2. Pending Payment Status: After a failed payment, your subscription's renewal order is marked as "pending payment." You have the option to resolve this by logging into your account. Once logged in, you can manually complete the payment to reactivate your subscription.

3. Automatic Payment Retries: Our system doesn't give up after just one failed attempt. We automatically retry the payment process a few times to try and resolve the issue without needing further action from you. However, if all retry attempts fail, the subscription's renewal order will be marked as "failed," and your subscription will remain in an "on-hold" status.

4. Cancellation Due to Inactivity: If your subscription remains in the "on-hold" status, without any successful renewal payments for over a year, our system is programmed to automatically cancel the subscription. This measure is in place to prevent accumulating unpaid services and to streamline our subscription management.

What Can I Do?

Immediate Action: If your subscription is on hold due to a payment issue, we recommend logging into your account at your earliest convenience to manually settle any outstanding payments. This action can reactivate your subscription.

Contact Us: If you're facing difficulties or have any questions about the payment process, our customer support team is here to help. Reach out to us through the contact options available in your account.

We understand how important your subscription services are to you, and we're committed to helping you resolve any issues as quickly and smoothly as possible.