This article describes what happens if you’re due to renew your Dropbox Sign account, but the payment for your subscription fails. It covers what happens if your payment fails, features you can use with limited access, and canceling or renewing your subscription.
What happens after your payment fails?
If your payment fails, you have 17 days to update your payment details with no consequences to your account.
First, we’ll try to bill you for three days after your renewal date. You’ll then enter a 14-day grace period, during which we‘ll keep trying to bill you.
We’ll also send email notifications to flag the failed payment. A banner alert will appear on your account when you or your team log in, telling you to update your billing details or contact your admin.
After this 17-day period, your account will be kept open but you’ll only have limited access. You or your team will only be able to access core features.
What features can I access when I have limited access?
If your account has limited access, the following features will still be available.
If you’re an individual user:
- Send up to 3 free signature requests
- Only view existing documents
- Only view and edit templates you created
-
Create new templates
If you’re a team admin:
- Keep existing team structure and user memberships
- Keep existing integrations
- Only view team templates
- Only edit team templates you created
- Create new templates
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Only view team documents
- Note: All completed documents are available to view, even if completed when you have limited access
-
Can send up to 3 free signature requests
- Note: This quota is shared by the entire team
- Can’t view the admin console
If you’re a team member:
- Only view team templates
- Only edit team templates the team member created
- Create new templates
- Only view completed documents
-
Send up to 3 free signature requests
- Note: This quota is shared by the entire team
-
Can’t create more templates
What happens if my account is canceled?
If you decide to cancel your account, you’ll only be able to use free plan features:
- Send up to 3 free signature requests
-
View all existing documents
You won’t be able to:
- Use any templates (The ones you created will be locked)
- Access or edit any templates
- Create teams
- Access unlimited requests
If you’re a team admin, you’ll be downgraded to a free plan, and your team will be disbanded. All team members will keep their documents.
If you’re an individual customer, you’ll be downgraded to a free plan, and you’ll keep your documents.
In both cases, you’ll still have access to audit trails, integrations, status notifications, and the documents you previously signed or sent for signature.
Note: Canceled subscriptions can’t be retrieved or reinstated.
How can I resume my subscription?
To restart your Dropbox Sign subscription:
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Team members: Contact your team admin.
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Paying with manual invoices: Contact invoices@billing.dropbox.com so the request can be processed manually.
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Team admins or individual customers: Update your payment details in your account settings.
Your billing period may change after the update.:
- If you resume your plan within 17 days of the failed payment, the billing period stays the same.
- If you resume after 17 days, the billing period changes and starts on the date your billing information is updated.
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