If your card fails
What happens in the seven days after a payment fails, the emails we send you, and how to fix it in thirty seconds.
Where it is in the app
Open Home, choose Settings, then Billing › Overview.
- Home
- Settings
- Billing
- Overview
Cards expire and banks decline good payments. A failed card does not stop your sending the same hour.
#What you see
- On Settings → Billing → Overview, the plan card shows a red Payment failed chip and the line Your last payment did not go through. Update your card and nothing stops.
- When you try to send, the screen says Your card didn't go through. You're still sending for 5 more days — update it to carry on. On the last day it says You're still sending today.
- We email the account owner and the admins with the subject Your card didn't go through. It says You are still sending — nothing stops for 7 days.
#The seven days
- Day 0: the payment fails. You carry on sending.
- Stripe tries the card again on its own schedule during the week.
- A reminder email goes out with the subject Your card still needs updating on the last day. It says your plan stops at the end of that day.
- Day 8: sending is refused with Your card didn't go through. Update it to keep sending.
This is a grace period, not a free week.
#Fix it
Go to Settings → Billing → Payments & invoices.
On screenSettings › Billing › Payments & invoicesIn Payment method, press Change.
Enter a good card on Stripe's page.
Come back. The chip returns to Live once Stripe collects the payment.
Updating the card starts the sending again straight away.
#What is not touched
Nothing is deleted and nothing is switched off. Your flows, designs, contacts and reports stay exactly as they were. Receipts and other one-to-one emails are not part of marketing sending, so a refused marketing send does not mean a customer's order email is lost.
#If it didn't work
- You updated the card and the chip is still red. Stripe has to take the payment. Give it a few minutes, then refresh.
- The reminder email did not arrive. It goes to the owner and admins, not every team member. Check their junk folder, or look on the Overview page.
- The bank keeps declining. Ask the bank to allow the charge, or use a different card. Reply to our email or write to support@aminoengine.com and a person will read it.