Overview

Sometimes, it is difficult to keep track of renewal dates, especially if you are on an annual plan. This might cause problems or service disruptions due to failed renewals. When this happens, you might get the error message, "License has expired." and you will not be able to change your instance's settings.

This article provides information on how to avoid service disruptions due to failed renewals.

Information

Your invoice is only generated by the system on the due date itself. This is something that cannot be changed or be sent in advance. Once invoices are generated, the system will send the invoice to the registered email address on file.

To ensure that you are receiving your invoice, you need to:

• Make sure that the registered email on file is valid and active.

• Make sure you check the spam folder as the spam filter might capture these emails.

To avoid service disruption, you have the following options:

• Save a valid credit card through the direct payment link in your invoice, so that it is charged automatically when future invoices are generated. This ensures that your service subscription is continuous as long as the system can charge the card on the file.
  

  To update your billing information, see Requesting Assistance Changing the Billing Information.

• Alternatively, when the invoice is generated, you will receive a copy of it on the same day. Your invoice contains your payment information and the available ways to pay, including the direct payment link and alternative payment methods. Please check it for payment instructions.

If your license has already expired, request a temporary extension as described in Kayako Subscription or Account License Has Expired Error, and include your Kayako URL in the request.

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