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Why did my subscription not auto-renew?

Summary

Your subscription may not auto-renew if Auto Pay is off, your payment method is expired or invalid, you’re on manual renewal, you have unpaid invoices, the subscription was canceled, or there are account issues. Check Subscription Management to confirm Auto Pay status, update your payment method, pay any outstanding invoices, or contact Customer Support for help.

Common Reasons Your Subscription Did Not Auto-Renew

1. Auto Pay Was Not Enabled

  • Auto-renewal only charges your payment method automatically if Auto Pay is turned ON for your subscription.
  • If you did not enroll in Auto Pay, your subscription will generate a renewal invoice, but you must pay it manually.

2. Payment Method Issues

  • If your credit card or bank account on file is expired, invalid, or declined, the auto-renewal will fail.
  • You will receive a notification to update your payment method and pay the invoice manually.

3. Manual Renewal Subscription

  • If you opted out of Auto Pay, your subscription is set to Manual Renewal. This means you receive an invoice 45 days before renewal, but you must log in and pay it yourself.

4. Unpaid or Past Due Invoices

  • If you have an unpaid or past due invoice, your subscription may not auto-renew until the outstanding balance is paid.

5. Subscription Was Canceled

  • If you or your billing admin canceled the subscription before the renewal date, it will not auto-renew.

6. Account or Billing Issues

  • If there are issues with your account (e.g., missing billing information, account suspension), auto-renewal may not process.

 

What to Do Next

  • Check your payment method: Make sure your credit card or bank account on file is valid and up to date.
  • Log in to My Account > Subscription Management: See if your subscription is set to Auto Pay or Manual Renewal.
  • Look for unpaid invoices: Pay any outstanding invoices to restore auto-renewal.
  • Contact Customer Support: If you’re unsure why your subscription did not auto-renew, Customer Support can review your account and help resolve the issue.

Turn off Subscription Renewal

If you are attempting to adjust your payment settings and you are the administrator on your account, log into your account and go to Subscription Management. From there you can turn your auto-payment option on or off. Please note: the auto-pay option will adjust how you pay but does not cancel your subscription. If you are attempting to cancel your subscription, email us at support@aiacontracts.com / Toll Free: 1-800-942-7732 (choose option 1)

Tip:
You can always toggle Auto Pay ON or OFF in your Subscription Management page. If you want your subscription to auto-renew, make sure Auto Pay is enabled, and your payment method is current.