Billing Help
Most billing actions happen inside the SendMate app or through your bank/card issuer. Here's how to fix the most common issues.
Update your payment method
- Open SendMate on your computer.
- Go to Settings → Billing.
- Click Manage Billing — this opens a secure Paddle portal where you can update your card.
The button in your payment-failed email links to this same Paddle portal directly. If that link expired or didn't work, the in-app path above always generates a fresh one.
Why did my payment fail?
- Card expired or replaced
- Insufficient funds
- Bank flagged the charge as suspicious (especially for international transactions)
- Card limit reached
When the charge fails, sending is paused immediately — there's no grace period. Open the app, go to Settings → Billing, update your card, and your account resumes as soon as Paddle confirms the new charge.
Cancel or change plan
Plan changes and cancellations are managed in Settings → Billing inside the app. When you fully cancel, the unused portion of your current billing period is automatically refunded to your original payment method (prorated) — no support ticket needed. When you downgrade your plan or reduce paid seats mid-cycle, the unused difference becomes account credit applied automatically to your next SendMate invoice. Full policy at /refund.
Still need help?
Reply to any SendMate billing email or write to [email protected]. We typically respond within one business day.