A guide for Company Admins

Fix a payment that needs attention

Review an unsuccessful payment in Paddle and check when the updated status reaches AcknowledgePoint.

Updated October 5, 2026

Before you begin

This notice means a subscription payment has not gone through. A Company Admin can review it in Paddle without creating another company account. Updating a payment method does not by itself confirm that the outstanding payment has been paid.

When this guide helps

  • Subscription shows Your payment needs attention
  • Payment status is Failed or Past Due
  • A restarted workspace is waiting for a payment update

Follow these steps

  1. Sign in as a Company Admin and open Subscription.
  2. In the payment notice, select Open Payment & Billing to open Paddle. If the button is unavailable, contact Support.
  3. Review the payment in Paddle. Follow its instructions to update the payment method or resolve the unsuccessful payment.
  4. Return to AcknowledgePoint and select Refresh billing status. It may take a moment for Paddle's confirmation to reach the site.
  5. If the warning remains, check Paddle's payment status and contact Support for help. Do not start another subscription or make another payment just to clear the warning.

Check the result and follow up

Once Paddle confirms the payment and AcknowledgePoint receives the update, refresh billing status again. Check that the warning is gone and the payment status is Current. The refresh button checks status; it does not submit a payment.

If your workspace is on hold after a canceled subscription, payment for its replacement subscription must be confirmed before access can return. A separate Platform Admin hold is not removed by a payment.

If you see a Canceled subscription instead of a failed-payment warning, use the cancel or restart guide. A subscription that has ended needs the restart workflow, rather than another payment on the old subscription.

When contacting Support, include your company name, the visible error, and when it happened. Do not send card numbers, bank details, passwords, verification codes, or private Paddle sign-in links.

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