Failed payments and downgrades
What happens when a payment fails, a charge is refunded or disputed, or an organization moves to Free while using more than Free includes.
Relay never deletes your data because of a billing problem. Your databases keep running, and owners and admins can always open Organization → Billing to pay or change plan.
When a payment fails
Owners and admins get an e-mail with a link to pay, and the dashboard shows a banner with the dates below.
| When | What happens |
|---|---|
| Payment fails | Nothing is blocked yet. |
| After 3 days | The organization becomes read-only: everything running keeps working, but you can't create, restore or resize databases, take backups, add workspaces or private endpoints, or invite members. |
| After 10 days | The organization is suspended: members can sign in and reach Billing only, and connections through Relay, agents and API keys stop. |
Once the payment goes through, access returns within a few minutes.
Refunds and disputes
- A full refund ends the paid plan at once and the organization moves to Free.
- A disputed charge makes the organization read-only at once, and it is suspended after 3 days if the dispute is still open. If your bank decides it in your favour, the paid plan ends and the organization moves to Free; otherwise access returns.
If a charge looks wrong, open a support report before disputing it with your bank. We can usually fix it faster.
Moving to Free while over its limits
When a paid plan ends and the organization uses more than Free includes (for example more than one database, a machine larger than R5, or more than one workspace), Relay e-mails owners and admins with the list of what is over.
You have 7 days to remove what is over or choose a paid plan, with reminders 3 days and 1 day before. After that the organization is suspended until it fits the Free plan or you choose a paid plan. While suspended you can still list and delete resources, and access returns once it fits.