**Source:** https://heykiku.com/help/subscription-troubleshooting

# Subscription and Payment Problems

## Failed Payment

When a payment fails, heykiku shows a banner at the top of the Billing page:

> "Your last payment failed — please update your payment method to avoid losing access to your workspace."

To fix it:
1. Go to **Settings** → **Billing**
2. Click **Update payment method**
3. Update your card in the Polar billing portal that opens

If the payment still fails after updating your card, contact your bank — the issue is usually on their end.

## Workspace Locked

Your workspace locks when:
- A subscription is revoked (cancelled by the billing system, not by you)
- A failed payment goes unresolved past the grace window

When locked, you see a **Workspace locked** page instead of the dashboard. Your data is safe — nothing is deleted.

### Grace Window

After a subscription is revoked, there is a short grace period (a few days) during which the workspace remains accessible. This gives owners and billing admins time to reactivate without disruption. After the grace period expires, access blocks completely.

### How to Reactivate

1. Go to **Settings** → **Billing** — this page stays accessible even when the workspace is locked
2. Click **Manage billing** to open the Polar portal and update your payment method, or choose a plan to resubscribe
3. Return to **Settings** → **Billing** and confirm your plan is active

If your workspace is locked and you don't have billing access, contact your workspace owner. Employees and freelancers can't reactivate on their own.

### If You Have Multiple Workspaces

The locked workspace page shows links to your other active workspaces so you can keep working while you sort out the billing issue.

## Trial Expired

When your 7-day trial ends without a paid plan, the Billing page shows a prompt to choose a plan. Your data stays intact. Pick a plan and complete checkout to restore access.

## Still Locked After Updating Payment?

It can take a few seconds for the billing system to confirm the change. Refresh the Billing page after a minute. If it's still showing locked after several minutes, email ask@heykiku.com with your workspace name.