If your plan payment fails or your account is paused
Quick answer
If a plan payment fails, a red banner says Your last payment didn't go through - click Update card, then Manage billing, and update your payment method. Your account stays active while the payment is retried. If it still can't be collected, or the plan is canceled, the dashboard shows Your account is paused. Click Reactivate - update billing to pay and switch your plan back on.
On this page
Overview
A failed payment goes in two stages. First you get a warning and a chance to fix your card, and nothing is switched off. If the payment can't be collected, or the plan was canceled, your account is paused until you pay.
Who this is for
The account owner (Admin) who pays for a ScrambleSync plan. Everyone in your organization sees the banner, but only the owner can open Manage billing; managers should ask the owner. Charity plan accounts have nothing to pay, so they don't see these screens.
Stage 1: a payment didn't go through
We email your account's billing contact with the subject Your ScrambleSync payment didn't go through. It says your account stays active during a short grace period while the payment is retried. In the dashboard, a red banner appears at the top of every page.
Click Update card
The button on the banner opens Settings, then Billing. The email's Update payment method button goes to the same place.
Click Manage billing
It opens the secure payment page where you can change your card.
Update your payment method
Enter a card that works and save it. Once a payment goes through, the banner goes away.
Stage 2: your account is paused
If the payment still can't be collected, or the subscription was canceled, the whole dashboard is replaced by one page for everyone in your organization. It says:
- Your account is paused. Your ScrambleSync account is paused for billing. Update your billing to reactivate and restore full access — it only takes a minute. The button is Reactivate — update billing.
- Your free trial has ended (shown instead, when a free trial ran out). Choose a plan to pick up right where you left off — your events, players and scores are all still here. Your public leaderboards and player scoring keep working in the meantime. The button is Choose a plan.
Both buttons open the billing page at scramblesync.com/billing/start, where you pick a plan and pay. Under the button the page says Need help? Contact us at [email protected].
Reactivate your account
Click the button on the paused page
Click Reactivate — update billing (or Choose a plan if your trial ended).
Complete the payment
Pick your plan and pay on the page that opens.
Go back to your dashboard
When the payment goes through, the features your plan includes switch back on. If you still see the paused page, refresh it.
What's blocked while you're paused
| Area | What happens |
|---|---|
| Your dashboard | Replaced by the paused page for everyone in your organization. |
| Creating events | You can't. The message is: Your account is paused for billing. Update your billing to reactivate and create events (/billing/start). |
| Seasons (series) | You can't manage them. The message is: Your account is paused for billing. Update your billing to reactivate (/billing/start). |
| Plan extras | The extras your plan turned on (for example Pro or Payments features) are switched off until you pay. |
| API access | Blocked with: Account suspended — update billing to restore access. |
On the Your free trial has ended page, we say your events, players and scores are all still here and that public leaderboards and player scoring keep working in the meantime.
Billing emails you may get
These go to the billing contact email on your account.
| Email subject | What it means |
|---|---|
| Your ScrambleSync payment didn't go through | A payment failed. Click Update payment method to go to Settings, then Billing. |
| Your card on file is expiring soon | Sent in the month your card expires or the month before, once for each expiry date. Click Update payment method before the renewal. |
| Your ScrambleSync subscription renews soon | A heads-up with the amount and the renewal date. No action needed if it looks right. Click Manage billing to change your card. |
Tips
- Update an expiring card as soon as the Your card on file is expiring soon email arrives.
- Use a billing contact email that someone checks. All three billing emails go there.
- A plan you canceled ends on the same paused page. See Upgrade, downgrade, or cancel.
Troubleshooting
| If you see this | Try this |
|---|---|
| Your last payment didn't go through — update your card to keep your account active | Click Update card, then Manage billing, and update your payment method. |
| Your account is paused | Click Reactivate — update billing and complete the payment. |
| Your free trial has ended | Click Choose a plan. Your events, players and scores are still there. |
| Your account is paused for billing. Update your billing to reactivate and create events (/billing/start). | Open scramblesync.com/billing/start and pay, then try creating the event again. |
| I paid but I still see the paused page | Refresh the page. If it's still there, email [email protected] with your organization name. |
| I never got the payment failed email | Check spam, and check which email is the billing contact on your account. You'll still see the red banner in the dashboard. |
Frequently asked questions
Is my account paused the moment a payment fails?
No. After a failed payment you get an email and a red banner, and your account stays active while the payment is retried. It's only paused if the payment can't be collected or the plan is canceled.
Can my golfers still score if my account is paused?
On the Your free trial has ended page we say public leaderboards and player scoring keep working in the meantime. The standard Your account is paused page doesn't say either way, so email [email protected] if you have an event running.
Who sees the paused page?
Everyone who signs in to your organization, not just the person who pays. Ask your Admin or whoever owns billing to reactivate.
Do charity accounts get paused for billing?
No. A charity plan is free, so there is no card to update and no paused page for billing.