Skip to main content

Payment Issues

If a payment fails, do not worry -- here is what happens and how to fix it.

What Happens When a Payment Fails​

  1. You keep access -- your subscription is not cancelled immediately. You enter a grace period while Stripe retries the payment.
  2. Stripe retries automatically -- over approximately two weeks, Stripe will attempt to charge your card several times.
  3. If all retries fail -- your subscription is cancelled and access to the agent is removed.

Common Causes​

  • Expired card -- your card may have passed its expiry date
  • Insufficient funds -- not enough balance available
  • Bank block -- your bank may have declined the transaction for security reasons
  • Incorrect details -- card details may need updating

How to Fix It​

The best thing to do is update your payment method as soon as possible:

  1. Go to Settings (click your profile icon in the top right).
  2. Select the Billing tab.
  3. Click Manage Billing to open the Stripe Customer Portal.
  4. Click Update payment method and enter your new card details.

If you update your card during the grace period, the next retry should succeed and your subscription will continue as normal.

If Your Subscription Was Cancelled​

If all retries failed and your subscription was cancelled:

  1. Update your payment method via Settings > Billing > Manage Billing.
  2. Resubscribe by visiting the agent detail page and clicking Subscribe.
tip

To avoid payment issues, keep your card details up to date. You can update them at any time in Settings > Billing > Manage Billing.