Overview

Accounts can become blocked from using CircleCI when the account enters a past due (dunning) status. This occurs when we are unable to successfully charge the card on file for refills or subscription renewals.

Prerequisites

These changes can only be made by an organization's admin. To help identify your organization's admins, please reference the articles below:

• Am I an Org Admin?
• How do I find my org admins?

How do I restore my subscription? 

Ensure the card on file has the funds available to cover the transaction. Our billing system will retry the payment daily until the charge is successful. If the balance is not paid, the account will revert back to our Free Plan. If your card is no longer valid, you will need to update it to keep services active.

How do I update my credit card? 

1. From your CircleCI UI landing page, click into the Billing tab.
2. Scroll down to the Payment Details section, click Edit.
3. From here, you can self-serve and update credit card information and billing address information.
4. Select Confirm Changes once complete.

My account is was reverted back to Free, how do I move back to Performance Plan?

1. From your CircleCI UI landing page, click into the Overview tab.
2. Scroll down to the Customize your credits and user seats section. From here, you are able to set your monthly subscription amount. Please note, credits are only sold in packages. Each package is 25,000 credits. Your subscription amount is the amount you will be charged at your monthly renewal. If your team utilizes more credits than it is subscribed to, you will receive refills of 25% of your subscription amount, with the lowest refill amount being 1 credit package (25,000 credits).
3. Once you have customized your subscription amount, select Proceed to Checkout.

How do I restore my subscription? 

Ensure the card on file has the funds available to cover the transaction. Our billing system will retry the payment daily until the charge is successful. If the balance is not paid, the account will revert back to our Free Plan. If your card is no longer valid, you will need to update it to keep services active.

4. In the checkout screen add in payment details and account information. The email added here will be used to receive account/billing updates.

5. Allow a few minutes for your UI to update that you are now on our Performance Plan. Your UI will display the following message. Upgrade in Progress. Please allow a few minutes for the upgrade to complete and reflect on circleci.com