Account, themes & billing
When a payment fails
A declined card starts a clock, not a downgrade — and what to do inside it.
Cards expire, banks decline things, and none of that is a reason to take a working course offline in the middle of a term.
Nothing changes, and there is no deadline
A failed payment puts your plan on hold rather than ending it. Published experiences stay up, learners keep working, and your limits stay where they were, for as long as the payment is outstanding. Billing shows that a payment failed and the day it failed. There is no countdown, because there is nothing at the end of one.
Nothing in Panova will change your plan on its own. No job moves an organisation to a smaller plan overnight, and no account is switched off without a person deciding to.
Fixing it
Update the card in the billing portal from Organisation → Billing. As soon as a payment goes through the hold clears on its own — there is nothing to tell us.
If it is never paid
Somebody from our team gets in touch. Any change to your plan is then a conversation and a person's decision, and nothing is deleted by it.
- Payment failsYour card is declined.
- The holdEverything keeps working, for as long as it takes. We tell you.you are here
- You fix the cardThe hold clears itself and nothing changed.
- Or we get in touchAny change to your plan is a person’s decision.
Everything else about the subscription
Changing plan, updating a card and cancelling all happen in the billing portal rather than in Panova. It is your card details and your invoice history, so they live with the payment provider rather than with us.