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Version: User Guides (Cloud)

Failed Payments and Organization Recovery

Failed payments can affect your organization’s billing status and access to paid Zilliz Cloud features. This guide explains common causes of payment failure, what happens when payment cannot be completed, and how to restore your organization.

📘**Note**

To manage payment and billing settings, you must be an Organization Owner or Organization Billing Admin.

Common causes for failed payments​

A payment may fail for several reasons:

  • The saved credit card has expired.

  • The credit card is declined by the card issuer.

  • The Advance Pay balance is insufficient.

  • Credits have been used up or have expired.

  • A Marketplace public offer subscription has expired, been canceled, or is no longer linked to the Zilliz Cloud organization.

  • A Marketplace private offer subscription has expired and was not renewed.

  • A Marketplace free trial subscription has expired and no other payment method is provided on Zilliz Cloud.

Service impact​

If Zilliz Cloud cannot collect payment and no valid credits or Advance Pay balance are available, your organization will have overdue invoices and become frozen.

When an organization is frozen:

  • Zilliz Cloud sends email notifications and provides a 15-day grace period for you to pay the overdue invoice. If the invoice remains unpaid after the grace period, your data and resources are moved to the recycle bin.

  • Running services and advanced features may be restricted.

  • You are unable to create new paid resources.

  • Applications that depend on affected Zilliz Cloud resources may be interrupted.

Recover your organization​

To restore access, resolve the billing issue and make sure your organization has a valid payment method or available balance.

If credits expired or ran out​

1

Add a valid payment method, such as a credit card or Marketplace subscription.

2

If you are using Advance Pay, add funds to your balance.

3

Contact Zilliz sales or your account team if you need help with credits.

If your credit card payment failed​

1

Go to the Zilliz Cloud console.

2

Open your organization.

3

Go to Billing.

4

Replace the credit card.

5

Retry your payment. If you still cannot pay your overdue invoice, contact Zilliz Support.

If your Advance Pay balance is insufficient​

1

Add funds to your Advance Pay balance.

2

Confirm that the updated balance appears in the Billing page.

3

Contact Zilliz Support if your organization remains frozen after the balance is updated.

If your Marketplace subscription expired or was canceled​

1

Check your marketplace subscription.

  1. If your Marketplace free trial subscription has expired, upgrade to a paid subscription.

  2. If your Marketplace public offer subscription was canceled, subscribe again or switch to other payment method.

  3. If your Marketplace private offer subscription has expired, renew your private offer or contact your account executive.

2

Verify the updated subscription in the Payment Method section on the Billing page.

3

Retry your payment. If you still cannot pay your overdue invoice, contact Zilliz Support.

After recovering your organization​

After your organization is unfrozen, data and resources that were moved to the recycle bin are not automatically restored.

To recover them, go to the recycle bin and manually restore the required data and resources.

After restoration, verify that your applications can access the recovered resources as expected.

Avoid payment issues​

To reduce the risk of service interruption: