When a payment fails

What happens when a charge fails

Cards fail for ordinary reasons — an expired card, a new card number, or a bank declining an
unfamiliar charge. When a subscription charge doesn't go through:

We retry the charge automatically over the next few days.
Your subscription is marked past due until a charge succeeds.
You'll get an email letting you know so you can fix it.

Your account keeps working during this grace period, but if every retry fails the subscription can
lapse — so it's best to resolve it promptly.

How to fix it

Go to Billing.
Update your payment method with a valid card.
If your bank asks you to verify the payment, complete that step.

Once a charge succeeds, your subscription returns to active — no need to resubscribe.

Who can do this

Only an account owner, or a member with the billing or admin role, can update billing
to resolve a failed payment. Because billing is per account, fix it on the practice that's past
due — see Work across multiple accounts.

Tips

Update your card as soon as it changes or expires, so a renewal doesn't quietly fail.
If a charge keeps getting declined, check with your bank — they sometimes block unfamiliar
recurring charges until you approve them.