Fix a payment issue

Payment issues need an admin and a clean invoice path

A payment issue means ALLO could not complete or confirm a workspace charge. The most common causes are an expired card, bank decline, missing authentication, insufficient funds, a payment method that no longer allows recurring charges, or a contract that needs sales help.

Only workspace admins or billing admins can usually fix payment methods and invoices. Non-admins may see a banner, but they should send it to an admin rather than trying to add their own personal card somewhere else.

Availability

Start from the banner or Billing

If ALLO shows a payment banner, use the banner action. If you do not see a banner, open Workspace Settings → Billing and look for payment method, invoice, or plan status. For general billing navigation, see Open billing.

If a payment issue appears at the same time as a seat, storage, or trial banner, ALLO may show the payment issue first because an unpaid invoice can affect the whole workspace. Fix payment before working on lower-priority limits such as seat or storage recovery.

Common payment states

ALLO shows payment status in user-facing language. You do not need to know the payment processor's internal state names to recover the workspace.

Update a payment method

Open Billing, choose the payment method or failed payment action, then follow the secure payment page. Review the workspace name and invoice amount before confirming.

If the new payment method requires verification, complete the bank or card prompt. Closing the verification window early can leave the invoice open. After the payment succeeds, return to ALLO and refresh Billing if the banner remains.

If you are replacing a company card, make sure the new card supports recurring online payments, international charges if they apply, and any required verification by the cardholder.

Pay an open invoice

If Billing shows an open invoice, use the invoice payment action. Updating a card does not always pay an already-open invoice automatically, so check whether the invoice itself still needs a retry or confirmation.

After the invoice is paid, ALLO may need a short moment to receive confirmation. Refresh the billing page. If the invoice shows paid but the workspace still displays a payment banner after several minutes, contact support and include the invoice date or number shown in Billing.

If you are not an admin

Do not add a personal payment method unless you are responsible for the workspace subscription. Send the admin:

If the admin is unavailable and the workspace is blocked, contact support with the workspace name and explain that the billing admin cannot be reached.

Payment issue versus plan issue

A failed payment is not the same as wanting a different plan. If the workspace has an unpaid invoice, changing plans may not clear the open invoice. Pay or resolve the invoice first, then change the plan if needed.

Use Change a plan when the workspace intentionally wants to upgrade, downgrade, restart, or cancel. Use this article when ALLO says a payment failed, an invoice is open, or a payment method needs attention.

Payment issue versus seat or storage issue

Seat and storage warnings can appear near payment warnings, but they recover differently.

If multiple warnings exist, fix the payment warning first unless support tells you otherwise.

Invoices, receipts, and duplicate charges

Billing may show receipts or invoices for completed charges. If you need a receipt, invoice, quote, education procurement document, or local billing document, use Invoices, receipts, and quotes. That article is the better path for document requests because a document request is not always a payment failure.

If you think there is a duplicate charge, check the workspace invoice history before opening a bank dispute. Use Refunds and duplicate charges for policy, AI credit refund rules, and the details support needs. Never send a full card number.

If the payment method is valid but ALLO still shows a warning

Try this sequence:

1. Open Billing from the affected workspace, not another workspace.
2. Confirm whether the invoice is open, paid, or still awaiting verification.
3. Refresh Billing after a few minutes.
4. If using the desktop app, refresh the tab or reopen the app.
5. Contact support if the invoice shows paid but the warning remains.

Do not repeatedly create new checkout attempts unless the payment page clearly asks you to. Multiple attempts can make the invoice history harder to read.

Troubleshooting payment recovery

When to contact support

Contact support when you cannot access Billing, the payment page fails repeatedly, a paid invoice still shows as unpaid after refresh, you suspect duplicate charges, the billing admin left the company, or the workspace is blocked and no admin can recover it. Include the workspace name, invoice date, amount, currency, error text, and whether you used web or desktop.