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Help Center / Troubleshooting & FAQs / Why was my payment declined?

Why was my payment declined?

Here's exactly what happens when a payment fails, and the quickest way to sort it out.

What happens immediately

The invoice is marked as failed and your subscription enters a grace period - 5 days by default. Sending is suspended straight away, not just once the grace period runs out. You'll get an email, a notification in your portal bell, and an amber "Payment required" panel on your dashboard listing the amount, due date and that the last attempt was declined. There's no automatic retry - it's on you to update your card or retry the charge.

The dashboard's "Payment required" panel, listing an overdue invoice with a Pay now link
This appears near the top of your dashboard the moment a charge fails.

Updating your card

Go to Billing → Payment methods and add or replace your card. This is also the place to update an expiring card before it becomes a problem.

The Payment methods screen with an Add card button
A closer look at adding or replacing a card. How to add a payment method →

Retrying the payment

Billing → Invoices lists every charge raised against your account, with a banner at the top totalling what's unpaid. Find the failed invoice and click Pay now in its row to retry the charge directly against it.

The Invoices list with an unpaid-total banner, and a failed invoice showing a Pay now button in its row
Click Pay now on the failed invoice to retry the charge.

If it's still unpaid

Once the grace period runs out without payment, your subscription is cancelled automatically and sending stays suspended until you choose a plan again.

See the Payment required panel in context, along with the rest of your dashboard. Understanding your dashboard →

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