If you received an email with the subject "Action Required: Paused Knowledge Base" or "Failed Payment," it means our system was unable to charge your payment method after multiple attempts.
Why was my knowledge base paused?
Our system will retry a failed payment attempt for three times before your knowledge base will be paused and you’ll be prompted to resolve to issue to continue having your help center accessible to your users.
How do I reactivate my knowledge base?
In order to reactivate your knowledge base you need to update your current payment method (even if you want to use the exact same credit card again).
To restore access immediately:
- Update your payment method in your HelpKit billing settings
- The system will automatically retry the payment
- Your knowledge base will be reactivated within a few minutes
Common reasons for failed payments
- Expired credit card
- Insufficient funds
- Card blocked by your bank
- Billing address mismatch
- 3D Secure authentication required
Need help?
If you're having trouble updating your payment method or your knowledge base hasn't reactivated after updating payment details, please reply to the dunning email or contact us via the Contact Us button.
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