If a Katana subscription payment fails on a billing due date, the invoice moves into a past-due state. The cause for payment failure could be due to a credit card transaction decline or incorrect billing information.

If an invoice falls past due, we'll attempt to charge the credit card a few more times over 20 day period. If the payment fails to go through within this time, the account will become locked.

NOTE: Although a locked account cannot be logged in to, the data inside will remain untouched for six months, allowing the account Owner to re-subscribe to Katana at any time.

The Katana subscription as well as all invoices can only be managed by the account's Owner. Read more about team member roles.

To find your invoices or edit billing information:

  1. Click on your company name in the top corner and select Subscription.

  2. Click Manage your subscription.

  3. On the right side of the next page, you can find and change billing information.

  4. You can also open a past-due invoice from the Invoices list at the bottom of the page, click Pay now, and update your billing information at the next step.

Once billing information is updated, we will automatically retry payment collection on any past-due invoices.

Note: If you originally connected to Katana directly from the Shopify app store, your Katana subscription will also be billed directly by Shopify.

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