If you use SSL’s eSigner cloud signing service, there is an important policy change you should be aware of.
We are introducing a two-phase process for handling failed credit card payments. Understanding how this works in advance will help you avoid any unexpected interruptions to your signing operations and keep your credentials secure and active.
What Is Changing
Going forward, when a payment for your eSigner subscription fails, the following sequence will take effect:
Phase 1: Temporary service suspension. As soon as a payment failure is detected, new signing operations on your account will be suspended. To help prevent further unexpected charges, we will block further chargeable signing activity until the payment issue is resolved.
Phase 2: Automated end of service. The service will resume as soon as the payment issue has been rectified. However, if it persists more than 30 days after the initial failure, your eSigner credential and its associated certificate will be automatically terminated. This means the credential cannot simply be reactivated. You would need to go through the process of obtaining a new one.
You will be notified by email at the address we have on record when a payment fails. The 30-day window is there to give you time to take action before anything becomes permanent.
Why This Matters for Your Signing Workflow
If your team or your organization depends on eSigner for automated or on-demand signing in a production environment, a suspension is something you want to avoid. Code signing pipelines, document workflows, and compliance-sensitive signing operations can all be affected if access to your credential is interrupted, even temporarily.
What You Should Do
Keeping your payment information up to date is the best way to protect your signing continuity and keep your operations running smoothly.
Log in to your SSL account and confirm that the credit card on file is current and not approaching expiration. If your organization uses a rotating credit card, one that is updated periodically, or one managed by a different team, now is a good time to ensure the right people are aware of this policy update and that billing details stay current.
If you do receive a payment failure notification, act on it quickly. You have 30 days before termination, but the Phase 1 suspension kicks in immediately, so the sooner you resolve the payment issue, the sooner your signing access can be restored.
We’re Here If You Need Help
If you have questions about your eSigner subscription, your billing information, or what this change means for your specific setup, our support team is available to help. You can reach us through the SSL support portal, by contacting us directly at the chat in the lower-right of this page, or at the form below.
