402 error from the API, or buttons that are greyed out with a billing tooltip, this page explains what’s locked and how to unlock it.
For the full subscription model, see Billing.
What gets locked
When a subscription becomes past due or cancelled (and the paid period has ended), the following are blocked:- Sending new WhatsApp messages from the inbox
- Sending templates from HubSpot workflows
- Bulk template sends via the API (
POST /v1/templates/send) - Publishing or syncing new WhatsApp Flows
- Submitting new templates to Meta
- Adding new channels or phone numbers
- Signing in
- Viewing existing data — contacts, conversations, opt-outs, analytics, templates
- The Billing page
- Inbound message receipt (incoming WhatsApp messages still arrive in your inbox; you just can’t reply until billing is fixed)
Subscription states that lock actions
How to restore access
Only the Owner of the org can change billing.1
Open Settings → Billing
Sign in and go to Settings → Billing.
2
Open the Stripe customer portal
Click Manage subscription. Stripe opens in a new tab.
3
Update payment or pick a plan
- For past due, update the failing card.
- For expired, pick a plan and complete checkout.
4
Wait a few seconds
Stripe webhooks update Flowella within seconds. The Billing page polls automatically; refresh other pages to clear the banner.
API behaviour
The REST API returns a402 Payment Required response with this envelope when an action is blocked by billing:
402 as a recoverable state — surface it to the org Owner so they can fix billing rather than retrying automatically.
Common confusion
”I just paid — why is it still locked?”
Stripe webhooks are usually instant, but very rarely take a minute or two. If the banner persists for more than five minutes after a successful payment, refresh the page or click Manage subscription to confirm the status in Stripe.”Why can my teammate still send messages?”
They can’t — but if the action is queued client-side, the UI may show success momentarily before the server rejects it. Send attempts will land in the inbox as Failed with a billing reason.”We paid but a specific feature is still locked”
Check that your plan tier includes that feature. See Plans and limits. For example, the Starter plan does not include the public REST API — API access starts on Pro.Still locked after paying?
Capture the following before contacting support:
- A screenshot of Settings → Billing showing the current state
- The Stripe receipt or invoice ID for the most recent payment
Related
Billing
Manage subscription, payment method, and Stripe meter health.
Plans & limits
What each plan includes and how trial caps differ from paid overage.
Usage
See where you are in the current billing cycle.
Pricing & categories
How Meta charges and Flowella usage interact.