Context

If you have an unpaid usage invoice, Sync blocks new generations until the balance is cleared. This commonly happens when a payment method expires, a card is declined, or usage charges accumulate past your tier's invoice threshold. Some users also report the “Pay debt” button being missing from the billing page.

Why generations are blocked

Sync uses a subscription + usage billing model. Your usage accumulates until it hits your tier's invoice threshold, at which point an automatic invoice is created:

If the automatic charge fails, the invoice remains unpaid and new generations are blocked until it clears.

How to pay an unpaid invoice

1. Go to sync.so/billing/subscription.
2. Look for an outstanding invoice warning or a “Pay now” button.
3. Click Manage billing to open the Stripe portal, where you can retry the payment or update your card.
4. If the payment succeeds, generations are unblocked immediately.

Pay button is missing

If you do not see a pay button or debt indicator on your billing page:

• Clear your browser cache and reload the page.
• Disable ad blockers — some extensions block Stripe payment elements.
• Try a different browser — Chrome or Firefox work best.
• If the button still does not appear, email [email protected] with your account email and a screenshot. The support team can manually retry the charge or send you a direct payment link.

Stripe retry behavior

When a payment fails, Stripe automatically retries the charge for up to 5 days. If all retries fail, your subscription is automatically cancelled. To avoid this, update your payment method as soon as you receive a failed payment notification.

Related docs: Billing • Troubleshooting