Missed payments

What happens when a renewal fails, how to start a stopped instance again, and how long its data is kept.

If a renewal payment fails, your instance does not stop at once. This page explains each stage and what you can do.

Payment overdue

After a failed renewal, the subscription status shows Payment overdue. The instance keeps running.

The instance stops

If the payment is still not made, the subscription goes On hold and the instance stops. Its badge shows Suspending, then Suspended.

The instance’s Overview shows This instance is stopped with “The last payment failed. Update your card in the Billing tab to pay what is owed and start it again.” The message also shows, in bold, the date its data is kept until.

The Billing tab shows The last payment failed.

Start the instance again

1. On the Overview, click Go to billing. Or click Billing in the sidebar.
2. In The last payment failed, click Update card.
3. Enter a card on the Dodo Payments page. What you owe is charged to it.

Once the payment goes through, the same instance starts again with its data. The Overview shows Starting your instance, and the badge changes from Suspended to Resuming, then Running.

See Update your card for the messages you may see.

How long the data is kept

A stopped instance keeps its data for 30 days from the day it stopped. The Overview shows the exact date.

After that date, the instance is deleted together with its backups. While this happens, the Overview shows Deleting this instance. Then the instance disappears from Instances. It stays on the account Billing page with its name in grey.

A deleted instance cannot be brought back, not even by a later payment. To use Metis Cloud again, create a new instance.

Keep a copy of your data

You can download an export while the instance is stopped. Two-factor authentication must be on for your console account. See Export your data and Two-factor authentication.