--- title: My payment failed or my account was suspended. What should I do? description: Account suspension happens as a last resort effort to collect your outstanding balance. --- [Skip to content](https://help.mothership.com/i-got-an-email-saying-my-account-might-be-suspended-what-should-i-do#main-content) [![](https://help.mothership.com/hs-fs/hubfs/unnamed-1.png?width=150&height=15&name=unnamed-1.png)](https://mothership.com) Open main navigation Close main navigation How can we help you? - There are no suggestions because the search field is empty. 1. [Mothership Help Center](https://help.mothership.com/?hsLang=en) 2. [General](https://help.mothership.com/general?hsLang=en) 3. [Billing](https://help.mothership.com/general?hsLang=en#billing) # My payment failed or my account was suspended. What should I do? If a payment fails, you have 5 business days to pay it from your dashboard. You can keep quoting and booking in the meantime. Here's how to resolve a failed payment, and what to do if your account was suspended because of a disputed charge. ### If a payment failed If a payment fails after checkout, such as a returned ACH payment or a rebill charge, your billing contacts get an email and a banner appears in your dashboard. Both show the amount due, the invoices and the pay-by date. We don't retry failed charges automatically. To resolve: 1. Click Pay now in the email or the dashboard banner. 2. Pay all unpaid invoices in Billing. They're already selected for you. 3. The banner clears once your payment is submitted. You don't need to contact support. If another payment fails during this time, it's added to your balance, but your pay-by date stays the same. ### What happens if I don't pay in time? If any invoices are still unpaid after 5 business days, your account is suspended and quoting and booking are paused. Shipments already in progress aren't affected. Once you pay the full balance, access is restored right away. Several failed payments in a short time, or a high unpaid balance, can suspend your account right away, even during a grace period. If your account is on hold for another reason, paying the balance won't restore access while that hold is in place. Contact your account representative. --- ### Why is my account suspended for a disputed charge? If you disputed a charge with your bank or card issuer, by credit card or ACH (bank transfer), our payment processor (Stripe) automatically flags the transaction. We have to pause your account until the dispute is resolved. ### What if I disputed a credit card charge? To resolve: 1. Contact your credit card issuer and ask them to remove or cancel the dispute. 2. Once the dispute is removed, the charge is often retried automatically. If it isn't, we'll send you an updated invoice through Stripe that includes the original charge and the disputed amount. 3. Pay the invoice using the Stripe link. 4. Let us know once you've paid, and we'll lift the suspension right away. We may follow up to understand what led to the dispute. If you believe the charge was incorrect, let our team know and we'll look into it. ### What if I disputed an ACH (bank transfer) charge? To resolve: 1. We'll send you an updated invoice through Stripe within 2 business days of your suspension. If you haven't received it, let us know and we'll resend it. 2. Pay the invoice in full using the Stripe link. 3. To use your bank account for future payments, send us a photo of a voided check so we can verify it. Once your payment is confirmed and we've received the voided check, we'll reactivate your account and restore your bank as a payment method. ### What if I believe my dispute is valid? Email [accounting@mothership.com](mailto:accounting@mothership.com). We'll review the charge, get more context from you and work with you directly to resolve it. Most suspensions are resolved by paying the outstanding invoice, even if we need to look into the charge further. - [FAQs](https://help.mothership.com/faqs?hsLang=en#main-content) - [Technical Questions](https://help.mothership.com/faqs?hsLang=en#technical-questions) - [Getting started](https://help.mothership.com/getting-started?hsLang=en#main-content) - [Access Plan](https://help.mothership.com/getting-started?hsLang=en#access-plan) - [General](https://help.mothership.com/general?hsLang=en#main-content) - [Billing](https://help.mothership.com/general?hsLang=en#billing) - [Quoting and Booking](https://help.mothership.com/general?hsLang=en#quoting-and-booking) - [Shipping](https://help.mothership.com/general?hsLang=en#shipping) - [Tracking](https://help.mothership.com/general?hsLang=en#tracking) - [Support](https://help.mothership.com/general?hsLang=en#support) - [Claims and Insurance](https://help.mothership.com/general?hsLang=en#claims-and-insurance) - [Reports](https://help.mothership.com/reports?hsLang=en) - [Integrations](https://help.mothership.com/integrations?hsLang=en) - [Product Updates / Changelog](https://help.mothership.com/product-updates-changelog?hsLang=en) - [Glossary](https://help.mothership.com/glossary?hsLang=en) - [Account](https://help.mothership.com/account?hsLang=en#main-content) - [Notifications](https://help.mothership.com/account?hsLang=en#notifications) - [Podcast](https://help.mothership.com/podcast?hsLang=en) - [Terms & Policies](https://help.mothership.com/terms-policies?hsLang=en) Copyright © 2026, Mothership Technologies, Inc.