What happens if my payment fails or my credit card is declined?

Every once in a while, our attempt to charge a user's credit card fails. There are all sorts of reasons for this (e.g. the card's expiration date has passed, a credit limit or checking account limit is exceeded, etc...) and we want to make sure that we avoid any unnecessary service disruptions.

In the event that your account experiences a payment problem, we will keep your account open/active temporarily and take a few automated steps. First, our system will send you an email notifying you of the problem and providing easy instruction for how to update your information. Second, our system will automatically attempt to re-try the charge three more time (once a day for two days).

If we have not received updated information or been able to successfully process a transaction for your account within 15 days, your account will automatically be set to "suspended." While in this state, you will not be able to access data stored in the account, but you will be able to automatically reactive it by visiting the web site and updating your credit card information.

If we have not received updated information or been able to successfully process a transaction for your account within 30 days, your account will automatically be set to "canceled." Once in this state, your data and account information will be queued for deletion.

 

Have more questions? Submit a request

Comments

Powered by Zendesk