If your account balance doesn't cover the monthly subscription price on your billing date, here's exactly what happens β and what you can do at each stage.
Stage 1: Read-Only Mode
When the subscription fee can't be charged from your balance, your account moves to read-only mode:
You can still log in and view your data.
New orders cannot be created.
Trips already in progress continue normally.
You'll receive an email and an in-app notification right away with instructions on how to fix this.
Stage 2: 7-Day Grace Period
You'll have 7 days to top up your balance. During the grace period:
Nothing is lost β your account, data, drivers, and settings all stay in place.
As soon as you add enough funds, your account reactivates and a new 30-day billing cycle begins. Check out this article on how to top up your balance.
Stage 3: Suspension (After 7 Days)
If your balance is still empty after the grace period:
Your account will be suspended β login and operations stop.
Your data stays safe: orders, drivers, history, and settings are not deleted.
You can reactivate anytime by topping up your balance. Once payment goes through, everything returns exactly as you left it.
If You Decide to Leave Onde.Light
You can export your data at any time by submitting a request through our Community.
After suspension, we preserve your data for 90 days before closing the account.