When your account is left without a plan

This guide is for you when every screen of your account says "Your account has no active plan and is blocked." — the Why did this happen? link under that warning opens it. It explains how an account gets there, why it was not moved to the free plan on its own, and what to do to get back in.

How an account gets here

It starts with a payment that could not be processed: an expired card, a bank that refused it. Your plan is not taken away at that moment. For fifteen days by default your subscription keeps its plan and its dates while the payment is retried, and every screen shows "Your last payment could not be processed." with a Go to billing button and the number of days left before your subscription is cancelled. A few days before the end you also receive a notice.

If the payment has still not gone through when those days run out, the subscription is cancelled. The amount that was not collected is not forgotten: it stays on your account as an outstanding balance.

A subscription can also end without a failed payment: you cancelled it and its last paid day passed, or its first payment was never completed.

Why the free plan did not take over

When a subscription ends, the account is put on the free plan of its country on its own, with nothing for you to choose. The country is the one saved on the account, not the one you happen to be visiting from; an account with no country saved gets the general free plan. If that does not work the first time, it is tried again every day for as long as the account has no plan, and every time you open the Plans screen.

The warning says, under its message, why the account is still without one:

• "There is no free plan for the country of this account." The product offers no free plan where your account is, so there is nothing to move to, and choosing a plan is the way back.
• "This account uses more than the free plan allows." Your usage is compared with every limit of the free plan first. If you are using more than it allows of anything, the move is refused, because it would leave you over the limit the moment you landed on it. The Plans screen tells you which limit is in the way, for example "You have exceeded the limit for Activities (120 / 100)." Usage exactly at the limit is accepted; only usage above it stops the move.
• "The free plan could not be activated." The payment service did not accept the move. It is tried again on its own; if the warning stays, contact support.
• "The subscription of this account ended." or "This account has not had a plan yet." The account has no plan and the free plan has not been tried on it yet. Opening Plans tries it.

While the account has no plan it gets nothing from one: every limit counts as zero, so you cannot upload files, for example. The screens inside the app send you to Plans until it has one; your account area, your billing and Plans itself stay open.

Only whoever manages the plan sees the Go to plans button. Everyone else on the account sees the same warning without it, with the note "Whoever manages the plan has to resolve it."

Get your account working again

There are two ways back:

• Choose a paid plan on the Plans screen. Its limits have to cover what you already use too, or it is refused with the same message.
• Bring your usage down to what the free plan allows, then open Plans again. The free plan is tried every time you open that screen, and once a day on its own, and it is applied as soon as nothing is over its limits.

What you can remove while the account is blocked is whatever the screens that stay open let you remove, such as disconnecting a device from your profile. The screens inside the app stay closed until the account has a plan, so when what is over lives there, a paid plan is the way back.

As soon as the account has a plan again, the warning is gone from the next screen you open.

If you also have an outstanding balance

A subscription cancelled for non-payment usually leaves an outstanding balance behind: the amount of the payment that failed. While it stands, it comes first. Every screen shows "You have an outstanding balance. Settle it to keep using your account." with a Settle balance button, the no-plan warning is not shown alongside it, and the screens inside the app send you to settle it before anything else.

Settle it first. If the account still has no plan afterwards, the no-plan warning appears and the steps above apply. How the balance is made up and how settling it works is in What changed: unpaid usage and your balance.