Resolved (May 15th, 2025): The payment disruption incident has been fully resolved. We’ve successfully restored all international payment processing with Stripe. During the disruption, we kept your service running by disabling auto-cancellations. Any pending payments will be automatically charged soon with invoices sent via email. Check your billing dashboard for updates or contact [email protected] with questions.
Update (May 1st, 2025): We’re actively working with Stripe to restore international payments. Once resolved, Stripe will automatically charge for the month of April (if not already charged), and invoices will be emailed accordingly. This is a one-time adjustment, and no action is needed from your end. We’ll share another update soon.
We want to inform you about an issue affecting subscription payments for customers across Americas, many parts of Europe, Australia, and anyone using Amex cards.
On April 9th, Stripe (our payments processor) paused cross-border payments to our account due to a deactivated Import Export Certificate (IEC) from the Indian government. This policy change has impacted payment processing for many international customers.
Many customers may have received emails from Stripe or Spike regarding failed payments or errors while trying to update your credit card. We understand this can be concerning, and we sincerely apologize for the confusion. For now, please feel free to ignore those emails because a resolution action is needed on our and Stripe’s end.
Here’s what you need to know:
- Your Spike subscription is still active
- All alerts, on-call schedules, and status pages are working as expected
- There is no action required from your side
As part of response for this issue, we have disabled auto-cancellation of accounts due to overdue fees and we are extending trials for anyone trying out Spike (please email [email protected])
We’re actively working with Stripe to resolve this issue and remove the IEC requirement. Once resolved, payments will resume as normal, and we’ll notify you right away.
Thank you for your patience and continued trust in Spike. Please accept our apologies for any confusion.
If you have any questions, feel free to reach out to us at [email protected]