New License Status Policy Announcement: License Suspension After Payment Failure

Q. I got an email titled "Update Required: Your account is on hold." What does it mean?

A: You received this email because your payment attempt during the checkout process failed. This can happen due to reasons such as:

• Insufficient funds
• Expired credit card
• Declined transaction

As a result, your license was not activated, and the system has automatically suspended your license status until a successful payment is completed. ⏳ A 7-day grace period is provided, during which the system will attempt two automatic retries to process the payment. 
* The first retry will occur 3 days later, and the second retry will take place on the final day of the suspension period. If either payments fails, your subscription will be automatically canceled.

How to Reactivate Your License

1. Go to “My Account > License” and update your payment method if you wish to continue your subscription.
2. If at least one of the two retry attempts succeeds, the subscription will be reinstated.
3. If you wish to cancel your subscription, a Cancel button is available in the “My Account > License” section.

Additional Notes

Only personal monthly licenses (recurring payment including trial license) are eligible for suspension and reactivation. This policy does not apply to:

• Personal 1 Year Licenses
• Enterprise Licenses
• Student Licenses