Put Your Account on Hold, Undo a Cancellation, and Fix a Failed Payment

Everything here happens on your Profile page. Click your name in the top-right corner and choose your profile.

Put your account on hold

A hold keeps all of your data (products, vendor mappings, pricing rules, orders and settings) while Spark Shipping stops syncing your store. You pay a small monthly hold fee instead of your plan price.

1. On your Profile page, find the Cancel account panel and click Cancel Account.
2. The Before you cancel, you have another option window shows the hold price. Click Put My Account On Hold.

Before you click, note how billing works:

• You're charged the hold fee today, and your new billing cycle starts today.
• No credit is given for the unused part of your current plan.

The hold option appears for monthly plans paid by card. It isn't offered on annual plans or if a cancellation is already scheduled. In those cases, contact support.

While you're on hold

Syncing stops: no inventory, price, product or order updates. You can still sign in and open:

• Show Orders, Show Products and Show Vendors
• Export Vendor Data for each active vendor, if you want a copy of your data

Reactivate after a hold

Go to your Profile page and choose a subscription plan. Syncing restarts on the new plan.

If an unpaid invoice is still open, you'll first see Pay Past Due Balance to Reactivate Account with the invoices and the total due. Pay it there (you can enter a new card) to continue.

Cancel your account

If you'd rather cancel, click Cancel and delete my account in the same window and confirm. Your subscription is scheduled to end at the close of your current billing period. You can keep using Spark Shipping until then, and you won't be charged again. See How do I cancel my account?

Undo a cancellation

Until the end date, your Profile page shows a Cancellation Scheduled panel with the date your subscription ends.

Click Undo Cancellation to keep your account. Your plan, price and billing date stay the same, and you'll see "Your cancellation has been undone — welcome back!"

When a payment fails

If your card is declined on a renewal:

• A red banner appears at the top of every page: "Your payment of $X on [date] did not go through", followed by the reason from your bank.
• The billing contact gets an email with the reason and the date of the next automatic retry. If the problem isn't fixed by then, the account will be put on hold.

To fix it:

1. Click Update card in the banner and add a working card on your Profile page. See How do I update my payment method?
2. Click Retry payment in the banner to charge the failed invoice right away instead of waiting for the automatic retry.

When the payment goes through you'll see "Payment received. Thank you!" and the banner disappears. Only the account owner, admins and members with the Billing permission can retry a payment.

If the retry is declined again, Spark Shipping shows why and what to try next. Still stuck? Email support@sparkshipping.com.