Toolfy automatically protects your data when subscription payments fail. The workspace enters read-only mode, and API calls respond with 402 BILLING_SUSPENDED until billing is settled. Use this guide to triage what happened and get everything back online quickly.
Failed payment timeline
Stripe retries a failed renewal four times over seven days. Toolfy only suspends access after the final attempt. Watch the cadence below so you know exactly when to expect banners or emails.
| Attempt | Timing | What happens |
|---|---|---|
| Attempt 1 | Immediately | Stripe charges the saved card and emails the billing contact if it fails. |
| Attempt 2 | +12 hours | Automatic retry. Toolfy shows a banner warning about read-only mode. |
| Attempt 3 | +3 days | Final automated attempt before suspension. Finance is cc’d on the failure email. |
| Attempt 4 | +7 days | Workspace switches to read-only. API calls return 402 BILLING_SUSPENDED until payment succeeds. |
Paid via bank transfer? Email billing@toolfy.io with the remittance advice so we can mark the invoice as paid before Stripe reaches the final attempt.
What triggers suspension?
Failed renewal payment
Stripe retries four times over seven days (immediate, +12h, +3d, +7d). After the final failure Toolfy switches your org to read-only until a payment method succeeds.
Expired or removed card
If the card on file expires or gets removed during a dispute, the next invoice instantly suspends the workspace.
Trial expired with no plan on file
Once the free trial countdown hits zero, Toolfy pauses reminders and other automated messages until you confirm a paid plan in Stripe. Customers can still view past work, but new jobs, invoices, and API writes are blocked.
Manual billing hold
Finance can pause reminders and automated messaging when a previous invoice remains unpaid (common for annual invoices or invoice billing customers).
Compliance stop
Serious chargebacks or fraud investigations trigger a safety hold. You’ll see the same read-only banner plus an email from security@toolfy.io explaining the next steps.
What still works vs. what pauses
Still available
- Read-only access to customers, jobs, files, and exports
- Settings → Subscription so you can update payment details
- Exports (CSV/JSON) for 30 days so you never lose data
- Support tickets—send evidence if you already paid and need us to verify
Paused until payment clears
- Creating or editing jobs, quotes, invoices, reminders, or schedules
- Customer-facing links: portals, invoice pay links, booking embeds
- Reminders and automated workflows (including SMS) and API writes (`402 BILLING_SUSPENDED`)
- SMS and email sending from Reminders or Broadcasts
Restore full access
- Open Settings → Subscription and click "Update payment method"
- Add a valid card or choose "Manage billing" to pay any outstanding invoices inside Stripe
- If you pay offline (annual invoice billing), email the remittance advice to billing@toolfy.io so we can mark it paid manually
- Reload Toolfy—once Stripe confirms payment the banner disappears immediately
Need help?
Billing team
billing@toolfy.io · replies within two UK business hours. Include workspace slug + invoice link.
Emergency
urgent@toolfy.io · subject "Billing suspend" if jobs are halted during business hours.
Self-serve
Settings → Subscription → Manage billing (Stripe portal) to pay arrears or download statements.
Include screenshots of the banner or the failed invoice ID so finance can resolve the suspension faster.
Invoice billing customers
If you pay Toolfy via bank transfer or PO instead of cards, suspension emails mention updating your payment method even though Stripe isn’t involved. Reply to billing@toolfy.io with the remittance advice or expected payment date so finance can mark the invoice paid and lift the hold manually.
Prevent future suspensions
- Add a backup payment method or virtual card dedicated to Toolfy.
- Update cards 7 days before expiry—Stripe emails the owner automatically but backup contacts help.
- Keep finance@ or your accountant added under Settings → Business Profile → Additional invoice recipients for visibility.
- If you need invoice billing, arrange it before an upgrade so you’re not caught mid-cycle.
You can also request annual billing with invoices via billing@toolfy.io if cards are difficult to manage. We still require payment within 14 days to avoid suspension.