When a payment is declined
A declined payment happens for ordinary reasons: an expired card, a new card number, or a temporary hold from your bank. It's easy to fix, and your account isn't shut off the moment a charge fails. This guide explains exactly what happens and how to get back on track.
In this guide, you'll find:
1 What happens first
When a charge is declined, your account stays active. We automatically retry the payment over the following weeks, giving you time to sort it out. During this window nothing about your sending or your data changes.
2 How we let you know
Each time a payment attempt fails, we email the account owner with everything needed to act:
- The amount due and the last four digits of the card we tried
- A link to update your payment method
- The date of the next automatic retry
Note: These emails are the one billing message we always send, precisely because we don't want a fixable card issue to quietly interrupt your account.
3 How to fix it
In almost every case, the fix is to update your card:
- Go to Account > Billing and open your payment method.
- Enter a working card and save. See Managing your payment method.
- The next automatic retry uses the new card. Once a payment succeeds, your account is fully current again.
You don't have to wait for the next retry date. Saving a valid card lets the outstanding charge go through, and the payment-failed status clears on its own.
4 If it can't be resolved
If every retry fails and the balance is never paid, the subscription eventually ends and the account is closed. Access to the app is turned off and connected integrations stop. This is the last step, and it only happens after repeated attempts and notifications have gone unanswered.
If your account has closed because of a payment issue, contact our support team. In most cases we can help you get a working card on file and restore your account.
Heads up: After several failed payments, plan changes are paused until a working card is on file. Updating your card lifts that too.