Failed payment recovery
What happens when a payment fails, how to fix it, and how the dunning timeline works.
When a charge fails (declined card, expired card, insufficient funds) Stripe retries automatically. We do not lock your workspace on the first failure.
The dunning timeline
- Day 0: charge fails. Stripe emails you. We send a separate alert in the app.
- Day 3: Stripe retries the same card. If it succeeds you are done.
- Day 5: Stripe retries again. We email the org admin.
- Day 7: Stripe retries one last time. If it still fails the subscription enters past_due.
- Day 14 after the original failure: subscription is canceled if no payment lands.
You can update the card any time during this window. Settings -> Billing -> Manage subscription opens the Stripe portal; updating the card triggers an immediate retry.
What happens when past_due fires
The workspace is read-only. Existing data is intact, but:
- Outbound messaging is blocked.
- Drip campaigns pause.
- Inviting teammates is blocked.
Inbound features (lead capture, webhooks, message receipt) keep working so you do not lose leads while you sort out billing.
What happens when canceled fires
We keep your data for 30 days. Reactivate within that window by completing payment and your workspace comes back exactly as it was. After 30 days we purge the workspace permanently.
How to fix it without losing data
- Settings -> Billing -> Manage subscription.
- Update the card.
- Click "Pay now" on the failed invoice. Stripe retries with the new card.
- The workspace unlocks the moment the charge succeeds.
If you cannot resolve it through the portal, email [email protected] from the org admin's address and we will help you sort it out.