Fix a Billing Issue
Fix a billing issue
Billing issues occur when Expensify can’t successfully process payment for your Workspace subscription. When this happens, the Workspace owner sees a notification and Account > Subscription explains why payment couldn’t be processed and what action is required.
If the billing issue isn’t resolved within 7 days, the Workspace loses access to paid features until the outstanding payment is successfully processed.
Check why your payment failed
Go to Account > Subscription.
If a billing issue exists, the Workspace owner will see:
- A red dot on Account in the navigation tabs (on the left on web, on the bottom on mobile).
- A red dot next to Subscription under Account.
- A message at the top of Account > Subscription explaining why payment couldn’t be processed and what you need to do next.
The notification remains visible until the billing issue is resolved.
How to fix a billing issue
- In the navigation tabs (on the left on web, on the bottom on mobile) go to Account > Subscription.
- Review the message at the top of the page.
- Complete the action shown.
| If the message says… | Do this |
|---|---|
| Your payment could not be processed | Click Retry payment. If the payment still fails, contact your bank or update your payment card. |
| Your payment card has expired | Update your payment card, then Retry payment. |
| Your payment card is expiring soon | Update your payment card before it expires to avoid future billing issues. |
| Your payment requires authentication | Complete the required authentication, such as 3D Secure verification. |
| Your payment information is outdated | Update your payment card and Retry payment. |
| Your payment is past due | Pay the outstanding balance. |
| A billing dispute is preventing payment | Resolve the dispute with your bank before retrying the payment. |
How to confirm a billing issue is resolved
After payment is successfully processed:
- The message is removed from Account > Subscription.
- The red notification dots are removed from Account.
- A receipt for the successful payment appears under View payment history
- Access to paid features is restored.
To learn how to find your payment receipt, see Find Your Expensify Billing Receipt.
FAQ
Why can’t I fix the billing issue?
Only the Workspace owner can manage subscription payments. To check who the Workspace owner is, see What is a Workspace Owner.
To become the Workspace owner, see Transfer Workspace Ownership.
What happens if a billing issue isn’t fixed?
The billing issue remains visible until it’s resolved. If the billing issue isn’t resolved within 7 days, the Workspace loses access to paid features. Once payment is successfully processed, access to paid features is restored.
Why did my payment fail?
Common reasons include:
- Your payment card couldn’t be charged.
- Your payment card has expired or is about to expire.
- Your payment requires authentication, such as 3D Secure verification.
- Your payment information is no longer valid.
- Your payment is past due.
- A billing dispute is preventing payment.
To see the specific reason for your Workspace, go to Account > Subscription.
