---
slug: zahlungsverzug
title: "What happens when a payment is outstanding?"
category: konto
locale: en
updated: 2026-10-13
keywords: ["payment","reminder","lock","overdue","charge","credit card","termination","export"]
questions: ["What happens if a charge fails and I do not pay?","What happens if a payment fails?","What do I do if my account is locked?","Why is my access locked?","How do I lift the lock?","I received a payment reminder","My card has expired","How long is data measured after a lock?","When will my account be terminated for non-payment?","Can I export my data while my account is locked?","Why can I no longer open my reports?","My account is billed through an agency and is locked"]
url: https://bench.metrunio.com/en/help/zahlungsverzug
---

# What happens when a payment is outstanding?

**What happens if a charge fails and I do not pay?**

If a charge fails, you receive a payment reminder with a date, and everything continues for 14 days. If it is not paid by then, we lock access: signing in, paying and exporting still work, and measurement continues for 30 days from the lock. If the payment is still outstanding 60 days after the lock, we terminate the contract (announced 14 days in advance), after which you have 30 days to export.

## The process

| When | What happens |
| --- | --- |
| Day 0 | The charge fails. You receive an email with the date by which you should pay, and every page of the portal shows a note with “Update payment details”. Access and measurement continue unchanged; the payment provider retries the charge during this time. |
| Day 14 | The deadline has passed: we lock access and tell you by email. You can still sign in and land on the “Account locked” page. There you pay the open invoice, change your payment details or download your data. Reports, chat and all other pages are locked. |
| 30 days after the lock | Until then we keep measuring, so that no gap remains in your data once you have paid. After that we no longer accept events. |
| 46 days after the lock | We announce by email that we will terminate the contract 14 days later. |
| 60 days after the lock | We terminate the contract for good cause and end the subscription. You can then still read and export your data for 30 days; after that it is deleted, just as after “Close account”. |

Every date appears in the email and in the portal. If the announcement went out later than day 46, the termination moves accordingly: there are always at least 14 days between announcement and termination.

## Paying lifts the lock immediately

As soon as the payment arrives, access returns and all deadlines are reset. There is nothing to set up again. After paying it can take a moment until the portal shows the new state. Reload the page then. If the payment provider has already ended the subscription because of the missing payment, paying the open invoice lifts the lock as well; your account then continues on the free Start plan, and you can book again.

## Who can pay

Your account’s admins can pay and change payment details. Everyone else sees on the lock page that they should contact them; their data is kept. The read API and MCP access do not answer during the lock. If your account is billed through an agency, it follows the agency’s lock with the same deadlines (reports locked, export available); only the agency can pay then, and when its contract is terminated, your account ends too.

> **Note:** If you pay through Shopify, this process does not apply: if Shopify freezes your subscription because your store’s bill is outstanding, measurement continues. And a lock that Metrunio imposed for another reason is not lifted by a payment. Support can help then.

> **Legal note:** The lock and the termination for good cause are based on our terms in the version you agreed to; their wording is binding. A termination does not affect the open invoice.

## Also asked

- What happens if a payment fails?
- What do I do if my account is locked?
- Why is my access locked?
- How do I lift the lock?
- I received a payment reminder
- My card has expired
- How long is data measured after a lock?
- When will my account be terminated for non-payment?
- Can I export my data while my account is locked?
- Why can I no longer open my reports?
- My account is billed through an agency and is locked

## Related

- https://bench.metrunio.com/en/help/bezahlen-und-rechnungen
- https://bench.metrunio.com/en/help/tarife
- https://bench.metrunio.com/en/help/rollen-und-rechte
- https://bench.metrunio.com/en/help/support-erreichen