Your dashboard shows Payment failed with an Update card button, and you will have had an email titled “Action needed: update your payment method”.
Fix it
- Open Settings, then Billing.
- Under Payment, follow the link to the Stripe billing portal.
- Update your card.
The payment retries automatically once the card is valid. You do not need to do anything else.
Why cards get declined
It expired. The most common reason by far. Check the expiry date first.
Not enough funds at the moment we charged.
Your bank blocked it. International or online subscription payments are often blocked by default, especially on debit cards. A quick call to your bank clears it.
Something changed. A new card number, a new billing address, or a card reported lost and replaced.
What happens if you do nothing
We retry over several days and email you each time. If it still does not go through, your account moves to the free plan. You will get an email reading “Your bot has been moved to the free plan”.
At that point your assistant stops replying to customers and the widget stops appearing on your site.
Nothing is deleted
Your knowledge base, conversations, leads and settings all stay exactly as they were. Fix the card, resubscribe, and everything comes straight back on. See Upgrade, downgrade or cancel.
Meanwhile
Your inbox still works. Customers can still message you and you can still reply by hand in Conversations. It is only the automatic replies that stop.
Still failing
If the card is definitely fine and the payment still will not go through, email hello@respondhelper.com and we will look at it with you.