If a renewal payment for your Tiptap subscription doesn't go through, nothing is cancelled straight away. You'll get a series of emails from us and 30 days to fix it, and your account keeps working in the meantime. This page explains the timeline, what to do at each step, and how to get your account back if it was cancelled.
Our payments are handled by Paddle, our reseller and merchant of record. Charges on your card statement show as PADDLE.NET* followed by our name, or PAYPAL *PADDLE.NET if you pay with PayPal.
The timeline
• Day 0. The renewal charge is declined by your card or bank. Paddle retries once a couple of hours later. You get the email "Your payment for Tiptap failed", with a link to update your card, and your dashboard shows a red "Past Due" badge.
• Days 1 to 7. Paddle retries the card three more times, about two to three days apart, and sends a reminder after each failed retry (2nd notice, 3rd attempt, final notice). Each reminder has the same update link.
• Days 8 to 29. Three more retries, around days 10, 15 and 20. No further emails. If a retry succeeds, you get a normal payment receipt and the "Past Due" badge disappears.
• Day 30. If no payment has gone through, the subscription is cancelled automatically. You get the email "We cancelled your Tiptap account".
The exact retry times vary a little, because Paddle picks them based on the decline reason and other signals.
During these 30 days your subscription stays in place and your account keeps working as before. The only restriction is that you can't change your plan or cancel from the dashboard until the payment is settled.
If a retry succeeds at any point, or you update your card and the charge goes through, the process stops. You don't need to tell us.
Step 1: check why the card was declined
The most common reasons:
• Card expired or replaced. The card on file is no longer valid.
• Not enough room on the card. Limit reached or insufficient funds at the time of the charge.
• Your bank blocks automatic charges. Many business and virtual cards allow a payment you make yourself at checkout, but decline recurring charges started by the merchant. This is why a card can work when you subscribe and still fail on every renewal.
• Extra verification required. Some banks ask for a confirmation (3D Secure) on each charge. Automatic renewals can't complete that step, so the charge is declined.
If your card should have worked, ask your bank whether they declined a recurring charge from Paddle and whether they can allow it going forward.
Step 2: update your payment method
You have three options.
1. Use the link in the reminder email. It opens the Tiptap website with a Paddle overlay where you can enter a new card, or pay with PayPal, Apple Pay or Google Pay. No login needed. This is the quickest route.
2. From your Tiptap dashboard. Go to cloud.tiptap.dev/v2/billing. The red "Your subscription is past due" box has an "Update payment method" button that opens the same Paddle page.
3. Contact Paddle. If the page won't accept your card, Paddle's support can help directly at paddle.net. They see the decline reason from your bank, which we don't.
When you save a new payment method, Paddle charges the outstanding renewal right away. If that goes through, your subscription is active again immediately and you receive a receipt.
We can't update or retry a card for you. The card details live with Paddle, and only you can change them.
Can I have more time?
The 30-day window is fixed. We can't extend it for individual subscriptions, and a subscription can't be paused or have its billing date moved while a payment is outstanding.
If your card is temporarily unusable, the practical option is to add a different card for now. You can switch back later at any time.
Can I pay by invoice, bank transfer or purchase order instead?
Start and Team plans are paid by card only. Invoice payment and bank transfer are available on the Business plan and custom contracts. If that's what you need, write to humans@tiptap.dev and we'll look at the options with you.
I don't want to continue
If you no longer use Tiptap and want to stop, you have two options:
• Do nothing. The subscription is cancelled automatically after 30 days. The unpaid renewal is dropped with it, so you don't owe anything. You'll keep getting reminders until then.
• Write to humans@tiptap.dev and we'll cancel it for you straight away. The dashboard's own cancel button is disabled while a payment is outstanding.
If your payment is up to date and you simply want to leave, cancel in the billing page at any time. The subscription then runs to the end of the paid period and stops.
Pausing a subscription isn't something you can do in the dashboard. If you'd like to pause rather than cancel, write to us.
What happens when the subscription is cancelled
• No more charges are made.
• Your team drops to the free tier. Your cloud apps (collaboration, conversion, AI) are stopped, so editor connections, the REST API and webhooks for those apps stop working. Access to Pro extensions in the private registry ends.
• Your team, settings and documents are not deleted when the subscription ends. Stopped apps keep their database and can be resumed when you resubscribe.
• That said, we can't guarantee how long data from a cancelled subscription stays available. If you don't plan to come back, export what you need before the 30 days are up, while the apps are still running.
• Your invoices remain available in the billing page.
If you need documents from a cloud app after cancellation and don't want to resubscribe, contact us. We can start the app temporarily so you can export through the API.
Getting your account back
A cancelled subscription is reactivated by starting a new subscription:
1. Fix the card first. If the same card is still on file and still blocks recurring charges, the new subscription will fail at the next renewal and you'll be here again in a month.
2. Go to cloud.tiptap.dev/v2/billing, make sure you're in the right team (check the team selector top left), and choose your plan again. The checkout charges your card immediately.
3. The new subscription is linked to your team automatically and your paid features come back as soon as the payment completes.
4. Open each environment and click "Resume server". Apps aren't restarted automatically, but resuming brings them back with their documents as they were.
After resubscribing, check these
• One active subscription. If you resubscribed before the old one was cancelled, you may now have two: the new one and the old one still retrying. Write to us and we'll cancel the old one, so you're not charged twice if one of its retries succeeds.
• Company details on invoices. Billing address and VAT number don't carry over to a new subscription automatically. Add them via the link on your first new invoice so future invoices are correct.
• Invoices. The new subscription starts a new invoice series. Older invoices stay under the old subscription in the billing page.
Frequently asked questions
I replied to the payment email. Do I need to do anything else?
The reminders are automated and sent from a no-reply address, so a reply doesn't reach us. Once your payment goes through, the reminders stop by themselves. If you have a question, write to humans@tiptap.dev.
I already updated my card. Why did I get another reminder?
Reminders are sent after a failed retry. If a reminder arrived after you updated the card, either the update didn't save, or the new card was declined too. Open the link in the email to check which card is on file.
My card works everywhere else. Why does it fail here?
Most often the bank blocks automatic (recurring) charges or requires a confirmation step that an automatic renewal can't complete. Ask your bank to allow recurring charges from Paddle, or use a different card.
Will I lose access while the payment is being retried?
No. Your account works normally for the whole 30 days. Only plan changes and cancellation are locked until the payment is settled.
Will you charge me during a trial?
No. Trials don't ask for a card, so there's nothing to charge. A trial ends by itself.
Can I get a refund?
Our plans don't include refunds, and the 30-day free trial is there so you can test everything before subscribing. If you think a charge was made in error, write to humans@tiptap.dev with the invoice number and we'll look at it.
My dashboard says I'm on a trial, but I'm paying.
You're probably looking at a different team. Use the team selector in the top-left corner to switch to the team that holds the subscription.
Who do I contact: Tiptap or Paddle?
Card declines, refunds and tax questions on an invoice: Paddle, at paddle.net. Anything about your plan, features or account: humans@tiptap.dev.
