A card gets declined for ordinary reasons: an expiry date passed, a bank wanted a confirmation, a limit was hit. None of that is a reason to take the product away the same afternoon, so a decline starts a clock rather than a suspension.
What you see
A bar appears across the top of the app in the danger tone. It names the amount that was not collected, the date the card has to be fixed by, and carries Update payment method. It cannot be dismissed, because it is the only thing on screen explaining what is about to stop.
The red bar naming the declined amount, the deadline and the update action.
Your billing screen carries the same warning with the reason the bank gave and how many attempts have been made.
Nothing stops for 7 days
The grace period is 7 days from the first decline. Through it, everything runs exactly as before: reviews arrive, rules fire, agents reply, your team works.
The clock starts at the first failure and a retry does not restart it. Most declines fix themselves within the week, which is why the clock runs from the first one.
You are emailed once per failure rather than once per attempt.
Fixing it
- Press Update payment method in the bar, or open your billing screen and go through the portal.
- Enter the new card. It is held by the payment provider, never by us.
- Come back. The next retry uses the new card, and a successful payment clears the warning and the deadline together.
Fixing it early costs nothing. There is no reconnection fee and nothing has to be set up again.
If the grace period runs out
The account expires:
- automated work stops, so no rule or agent runs;
- the reviews feed, your settings and your whole history stay exactly as they are;
- nothing is deleted.
Paying brings it all back on the next review. What you lose is the automated work that would have happened while it was paused, and nothing else.
If you are an agency
Your clients pay you on your own payment account, so a client's decline is yours to handle rather than ours. Their subscription shows as past due on Client billing > Client pricing, in the Client subscriptions table, with the date the card was declined and a note that retries continue.
A past due client subscription row in the agency panel with its Send payment link action.
Send payment link on the row opens a checkout on your account for their monthly price. Once it clears, that client goes back to active on their normal date. Worth checking beside it: a client whose access you have switched off cannot fix their own card, so chasing them is on you.