If a payment fails, your subscription moves to Past due. This page explains what that means and how to resolve it.
You keep access while past due
A failed payment doesn't lock you out immediately. Your dashboard, booking pages, and reminders all keep working while the payment is outstanding, so your bookings aren't disrupted while you sort it out.
You'll see the status on the Billing page in your dashboard.
Why payments fail
The usual causes are ordinary rather than dramatic:
The card expired
The card was replaced or reissued and the old number is still on file
Insufficient funds on the day the charge ran
The bank declined the charge as suspicious, common on the first charge after a trial
Billing address on the card changed
How to fix it
Get in touch with us. There's currently no way to update your card yourself from the dashboard, so we handle it for you. Message us through the support widget in the bottom corner of your dashboard, and we'll send a secure way to update the card and re-run the payment.
Have the new card details ready, but don't send them to us in a chat message. We'll always give you a secure link instead.
If you're a team member seeing "subscription is inactive"
You'll see a screen reading:
Access is paused until the account owner renews the subscription. Only they can update billing, so please get in touch with them to restore access.
This is expected. Billing is restricted to the account owner, so a team member can't fix it even with admin rights. Pass it to whoever owns the account. If you belong to more than one team, that screen also lets you switch to another team that's still active.
After the payment goes through
Your status returns to Active and billing continues on its normal schedule. Nothing needs reconfiguring.
Still stuck?
If your account has been locked out entirely, or the status looks wrong compared to what your bank shows, get in touch. Occasionally a subscription can end up in an unexpected state after a failed or interrupted signup, and we can correct it from our side.