When a payment fails: retries, the paused account and how to pay

Paid plans renew automatically on the saved card at the end of each period. This article explains what happens when that charge is declined, and how to put things right. Paying is for an Owner or Admin of the account.

What happens, in order

1. 7 days before the renewal you receive an email reminder with the amount.
2. On the renewal date OmniBrand charges the saved card. If it is declined, the subscription shows Payment failed (payment past due on Plan & usage) and you receive an email. Your plan keeps working.
3. OmniBrand tries the card again about once a day. A gateway or network error (rather than a decline) is retried after about an hour.
4. After three declined attempts in total, the saved card is removed, the plan lapses and the account is paused. You receive an email.

A card that simply hit its daily limit is usually charged on the next attempt and costs you nothing.

Step by step: pay a failed renewal

1. Open Settings, then Billing (/app/settings/billing). 2. At the top, the red box A payment is due says "We could not charge your card for the [plan] plan. Pay now to keep everything running." Under it, the date the account will be paused: with a saved card, "We try the card again once a day. If it is still declined at the last try, on [date], the account is paused until a payment goes through." (the third attempt, about two days after the renewal date); with no saved card, "Your account stays open until [date]. After that it is paused until the payment goes through." (5 days after the period ended). 3. With a saved card, the box shows two buttons and "Changed the card? Retry the payment now instead of waiting for the next automatic try.": - If the card itself is the problem (expired, blocked, a new card was issued), click Change card first and save the new card as described in Change the saved card. Nothing is charged by that step; you come back to Billing with Card changed. Renewals are charged to the new card from now on; nothing was charged today. and the box still open. - Click Retry payment now ([amount]). The saved card (the new one, if you just changed it) is charged the renewal at once. You see Payment received — your plan is paid up again. and the status returns to Active. - If the bank declines it, you see "The bank declined the payment ([reason]). Nothing was charged and the automatic retries are unchanged. Change the card and try again." A declined Retry payment now does not count as one of the three automatic attempts. - If you do nothing after changing the card, the next automatic retry uses the new card. 4. With no saved card, the box shows Pay [amount] now (or Pay now) instead. It opens the checkout for your current plan and term: enter the card, pay, and you come back with Payment received — thank you. The card you paid with is saved for future renewals.

On Plan & usage (/app/settings/plan), next to "We could not charge your card for the renewal. We will try again over the next few days; change the card to keep your plan.", the Change card button opens the same card page. (Where the card cannot be changed on its own, the button is Update card and opens the checkout, which charges the renewal.)

If the account is already paused

• While paused, publishing and editing are stopped, and actions fail with "Your subscription has not been paid, so publishing and editing are paused. Nothing has been deleted - pay under Settings > Billing and it comes straight back."
• Nothing is deleted. Your data exports stay available to download.

To resume:

1. Open /app/settings/billing. The box Your account is paused says "The subscription was not paid, so publishing and editing are paused. Everything is still here — pay now and it comes straight back."
2. Click Choose a plan and pay. It opens Plan & usage.
3. Click Upgrade to [plan] on the plan you want and pay.
4. The account is active again as soon as the payment succeeds.

Other messages you may see

• Not paid / Your subscription has not been paid: OmniBrand put your account on a paid plan that has never been paid. Click Pay now to turn it into a normal subscription.
• "This account is on the house - the plan is active and nothing is charged for it.": nothing to pay.
• The payment did not go through, so nothing was charged. You can try again.: the new attempt at checkout was declined as well. Try another card.

Good to know

• The date in A payment is due is the last retry. The retries run from the hourly billing check, so the attempt can land up to an hour after that time; a gateway error (not a decline) moves it later. Pay as soon as you see the box.
• A plan paid without a saved card does not renew by itself; 5 days after its period ends unpaid, it lapses the same way.
• A suspension decided by OmniBrand for another reason is not lifted by paying; contact support (see Getting help).

Related

• Payment, invoices and VAT
• Plan & usage
• Cancelling and refunds