What happens if a payment fails?

When a renewal cannot be taken from your card, your card goes onto the Free plan straight away, and we email you at once. The email names everything that is off until the payment goes through - Pro, your team's cards, an add-on, your wallet pass - and what the people who open your card are missing.

When the payment was for an add-on on its own bill - the one-place location alert, for example - only that add-on stops, exactly as if you did not have it: the store closes, events and bookings close, WhatsApp and location alerts stop. Your plan and your other add-ons stay as they are, and your wallet pass stays up unless the payment was for the wallet pass itself. The add-on comes back by itself the moment the payment goes through. Billing lists that bill with an Update card button beside it: it opens the bill on the secure payment page, you pay it with a card that works, and the add-on is back at once - even when no further try is planned.

Nothing is lost. Your card, your settings and everything people send you are kept. While you are on the Free plan, your card shows what a free card shows, and the Pro screens are greyed, just as on any free account.

Put it right

1. Open Billing. The top says Your payment did not go through, so your card is on the Free plan for now.

2. Press Use another card beside it. The secure payment page opens and saves your new card.

3. You come back to Billing. We pay the bill that did not go through with the new card at once. Once it goes through, your plan is charged to the new card from then on.

If the bank refuses the new card too, Billing says so beside the same line, with what the bank said, and nothing else changes - your plan stays on the card it was on, and the new card stays saved: you can use another card. Update card is still there too: it opens the bill itself on the secure payment page, and the card you pay with there pays your plan from then on.

Pro comes back the moment the payment goes through, with everything as you left it, and we email you: Your payment went through and Pro is back. Home shows the same line while the payment is outstanding, with Update card (on Billing) and Use another card beside it.

A second plan cannot be started while one is waiting on a payment: pay the one that failed with Use another card or Update card. A company whose seat payment did not go through has the same two buttons on the Team screen, and a refused try on the new card is said there too.

We also try your card again

We try the card a few more times over the following days, and the email says when the next try is. If one goes through, Pro comes back by itself. If every try fails, the plan ends: we email you once, Your Pro plan has ended, and your card stays on the Free plan. You can start Pro again from Billing at any time.