What to do if a subscription payment fails
Understand the dunning sequence and how to fix a failed payment.
For: Owners & admins · Category: Company setup (owners)
If a scheduled renewal payment fails, Veridox flags your subscription as past due and begins a short recovery sequence so you have time to fix it before access is affected. Here is what happens and what to do.
Steps
- You see a payment-failed banner - A red or orange banner appears at the top of your billing settings (Settings -> Billing) when a payment fails. It shows your plan, the number of days past due and a "Retry payment" button.
- Day 1 - Notification email - An email is sent to the company owner's address the same day the payment fails. It explains what happened and includes a link to update your payment method.
- Day 3 - Reminder - If the payment is still unresolved after three days, a second reminder email is sent.
- Day 7 - Final warning - A final warning is sent at seven days. Your account is still active but cancellation is imminent.
- Day 14 - Subscription cancelled - If the payment has not been recovered by day 14, your subscription is automatically cancelled. All your data is kept safe; to keep your team working you will be prompted to choose a plan again.
- How to resolve it - Click "Retry payment" in the billing settings banner. This re-opens the Paystack checkout so you can complete the payment with an updated card. On success, your plan is restored immediately.
Tips
- Act within the first three days to avoid the warning emails and any interruption to your team.
- Cancellation never deletes your data - re-subscribe at any time and your team and history will be exactly where you left them.
- If you believe the payment should have succeeded, check with your bank or card provider before retrying.