Can you waive the late fee if autopay failed through no fault of mine?

If autopay didn't go through and you picked up a late fee, we understand the frustration — especially when the failure wasn't on your side. Here's how the late fee works and when we can waive it.

How the late fee works

A $1 late fee is standard when an invoice goes past due. It's a small, flat charge that applies once a payment is overdue, regardless of plan.

When we can waive it

If autopay failed because of something on our end — a processor hiccup or a billing-system issue — we're happy to look at waiving the fee.

1. Pay the outstanding invoice to keep your service active.
2. Open a billing ticket and mention that autopay failed and you believe it was on our side.
3. We'll review the payment attempt and, if the fault was ours, waive the $1 fee.

Tip: Reach out sooner rather than later — it's easier for us to trace a failed payment while it's recent.

Frequently asked questions

What if the card itself was declined? If the failure was a declined or expired card, the $1 fee generally stands, but you're always welcome to explain your situation in a ticket.

Does the late fee affect my server? The fee itself doesn't suspend anything, but an unpaid invoice eventually can — so clear the balance to stay safe.