What Happens When a Monthly Subscription Payment is Delayed?
Purpose of This Guide
This guide walks you through how monthly subscription payments work, what you’ll see in the portal, and what actions you may need to take. It’s designed specifically for Agency owners and admins, using simple language to help you understand how access is managed and what to do if a payment issue comes up.
Enter Your Card Details
When your Agency is created:
- You will be asked to enter your credit card details.
- Once valid card details are added, your subscription becomes active.
- You will immediately get full access to the portal.
What this means for you:
As long as your payment details are valid, you can use all features without interruption.
Monthly Billing Cycle
- Your subscription fee is charged every month automatically.
- You don’t need to take any action as long as your card payment goes through successfully.
If the payment is successful, your portal access continues without any change.
If a Monthly Payment Fails
Sometimes a payment may fail (for example, due to an expired card or insufficient funds).
If this happens:
- You will receive an email explaining the payment error details.
- You will see a warning message on the portal, and you will be given a 2-day grace period to clear the dues. The account will remain active during the mentioned grace period. But after that, the agency will get blocked until payment is cleared.
Grace Period (2 Days)
During the 2-day grace period:
- Your account will still be accessible.
- A banner will appear at the top of the portal for admin users.
Banner Message:
Your monthly subscription is due. To avoid any interruption, please update your payment method or retry the payment within the next 46 hours and 32 minutes else your account will be suspended.
You will see two buttons on the screen:
- Retry Payment – Try charging the same card again
- Update Billing Info – Update your card details
If Payment is Completed During Grace Period
If you complete the payment during the grace period:
- The warning banner disappears.
- Your account continues normally.
- You will receive a payment success email.
What this means:
No loss of access to the portal
If Payment Is Not Made Within the grace period
If payment is not completed within the prescribed grace period:
- Your agency will be temporarily blocked.
- Access to the portal will be restricted, and users won’t be able to access the data. Admin users will be prompted to make the payments. Where as non admin users will see a generic message.
Blocked view Admin:
Email to Admin User
Blocked view non-admin portal users:
Regaining Access After Block
If your account is blocked:
- Log in to the portal.
- Update your billing information or retry the payment.
Once payment is successful:
- Your agency will be reactivated immediately.
- Full access will be restored.
- Admin user will also receive a success email where they will be informed that portal and app access has been restored for all users and reps.
Important:
Your subscription dates remain the same.
What You Need to Remember
- Enter your card details to activate access
- Monthly payments are automatic
- If a payment fails, you get 2 days grace period
- A banner will guide you during the grace period
- No payment after 2 days = account blocked
- Pay anytime to restore access