Failed payments and suspension
What happens when a payment fails or an invoice is not paid, and how to get a suspended account back.
How-to
Checked against panel v2.3.2
Updated 11 Oct 2026 · 2 min read
If a renewal payment fails or an invoice is not paid by its due date, your subscription becomes Past due. You get reminder emails. If it is still unpaid at the end of the grace period, your hosting account is suspended until you pay. Nothing is deleted.
The length of the grace period is set out in our terms of service.
What happens, step by step
- The payment fails, or the invoice passes its due date. On Preferences → Billing the subscription's status shows Past due.
- Reminders. We email you one day after, three days after, and the day before suspension (fewer if the grace period is shorter). For card, PayPal and Paddle payments the email is "Your hosting payment failed", with an Update payment method button. For bank transfers it is "Reminder: invoice … is unpaid", with Pay the invoice. Each reminder says how many days are left.
- Suspension. At the end of the grace period, the hosting account is suspended and the status shows Suspended (billing). You get the email "Your hosting is suspended". Your websites and email stop working, but your files, databases and mail are kept.
- Payment. As soon as the payment arrives, the suspension is lifted by itself. You get the email "Your hosting is back on".
Card, PayPal and Paddle also retry the payment themselves during this time.
Pay and get your hosting back
You can still sign in to the panel with your email and password while your hosting is suspended.
- Sign in at my.zeyohost.com/login with the email address of your Zeyo account.
- Open Preferences → Billing.
- Card, PayPal or Paddle: click Change payment method and update your card or account. The provider then charges the payment again.
- Bank transfer, or any invoice shown as unpaid: click Pay now next to the invoice under Invoices, and pay it.
- Wait for the email "Your hosting is back on". Restarting your sites and mail can take a few minutes.
Good to know
- Paying lifts only a billing suspension. If we suspended a hosting account for another reason, for example under the acceptable use policy, paying does not lift it; write to [email protected].
- While the subscription is past due you cannot change plan, and while it is suspended you cannot cancel it. Pay first.
- An unpaid upgrade invoice is not a missed payment: it never leads to suspension. The upgrade simply expires.
- If your email is on Zeyo Host Mail, it is suspended and restored together with your hosting account. Mailboxes keep their mail.
- How long we keep the data of a suspended account is set out in our terms of service.
Related
- Payment methodsThe ways you can pay for hosting, how each one works, and how to update the card or account you pay with.
- Invoices and receiptsFind your invoices, pay an open one, and print an invoice or receipt.
- BillingSee your plan and when it renews, pay and print invoices, change your payment method or plan, and cancel or keep your subscription.
- I cannot sign inYour password is refused, you are told to wait, or you lost the phone with your two-factor codes.
- Cancel and refundsStop your subscription from renewing, take a cancellation back, and ask for a refund.
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