When a Subscription Payment Fails
Seven days of full access to update your card, then the account locks until it is paid
If your monthly Service Envoy subscription payment is declined — an expired card, a replaced card number, a bank that blocked the charge — your account doesn't lock straight away. You get 7 days to fix it, with full access the whole time.
What happens when a payment fails
Stripe, our payment processor, tries the card again automatically over the following days.
Everyone in your company keeps full access for 7 days from the first failed payment.
A red banner across the top of the app, seen by every user, reads Your last subscription payment failed. Update your payment method by (a date) to keep full access. That date is when the 7 days run out. The banner can't be dismissed; it goes away once the payment goes through.
How to update the card
Only your company's Owner (the account holder) can change the card. If you're not the Owner, let them know.
Click Update payment method on the red banner. Or open My Account and click Open Subscription & Billing.
On the Subscription & Billing page, find the Payment Method card and click Manage payment method.
Stripe's secure page opens. Add the new card, make it your default, and come back to Service Envoy.
Stripe charges the updated card when it retries the payment. Once the payment succeeds, your account is back to normal and the banner clears. It can take a few minutes to disappear.
If it isn't fixed within 7 days
After 7 days the account locks until the payment is made. Instead of your work, pages show Subscription Required with a Subscribe Now button. Nothing is deleted — your data is all still there. The Subscription & Billing page stays open so the Owner can update the card and pay, and full access returns as soon as the subscription is paid.
If your plan includes a Direct Client Package, those features stay available while the rest of the app is locked.
One exception to the 7 days: if Stripe stops retrying and the subscription ends as unpaid or cancelled, the account locks right away.