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Unlock the Admin Panel after a failed payment

What to do when the Admin Panel shows "Please enter valid payment information before proceeding" and won't open.

Updated Oct 24, 2026

In this article4 sections

Every page of the Admin PanelAdmin Panel The staff-only side of a hub, opened with the Admin button, where the firm manages cases, users, templates, automations and settings. says "Please enter valid payment information before proceeding", with Add Payment. Only Billing & Subscription still opens.

Why it happens

A payment for your hub's subscription failed: the card was declined or had expired, or the trialTrial The first 14 days of a new hub, before the first payment is taken. ended with no card on file. Your hub's Admins get an email, "Action Required: Update Payment Info for Your CaseActive Subscription".

At first only the Admin Panel locks, for Admins and Managers, and a manage key stops working. Your team and clients keep using the LobbyLobby The home screen of the portal, showing your cases, announcements, inquiries and the firm's office locations. for 14 days. If the payment still hasn't gone through by then, your Admins are emailed and the Lobby becomes read-only: everyone can read and download, and clients can pay your invoices, but any other change is refused with "This hub is read-only until its subscription is restarted." A hub key can still read, but its changes are refused too. 3 months later, the hub is scheduled for deletion; your Admins are emailed a month and a week before.

The same lock follows the end of a subscription you cancelled, without the email, and the Lobby becomes read-only that same day. To restart it, see Cancel or restart your subscription.

How to fix it

An Admin must do this.

  1. Open billing

    Choose Add Payment. Billing & Subscription opens.

    From the Hubs page, choosing Admin for a locked hub opens the Admin Panel with the same message.

  2. Save a working card

    Under Payment Method, choose Replace card, Replace for a bank account, or Add a card if none is on file. Enter a working card or US bank account and choose Save card.

Saving pays what's owed and unlocks the Admin Panel at once, and the Lobby too if it had become read-only. If your subscription had already ended, saving starts it again, billed at once for a full month or year.

With a bank account, the hub unlocks at once while the debit clears, and the page says "Your bank debit is processing and may take a few days to clear. Your subscription stays past due until it clears." If the debit fails, the Admin Panel locks again.

Until the payment goes through, you can view invoices, but not change the plan or the billing email.

  • "Only an Admin can add or replace the payment card. Ask an Admin of this hub to update it." You're a Manager. Ask an Admin of your hub.
  • "Payment method is invalid or cannot be processed." Try another card or account, or ask your bank.

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