A failed renewal payment sounds alarming, but it's usually something small — an expired card or a bank declining a recurring charge. Your access doesn't stop the moment a payment fails, and you'll get several chances to fix it.
What you'll get
| Where | What it says |
|---|---|
| Push notification | "Your subscription payment failed" — "Update your payment method and try again." |
| "Action needed — payment failed" — "We tried to charge {payment method} for your {plan} renewal and the payment failed. We'll try again on {date}…" |
The email includes a View invoice link, which opens the secure invoice page for that charge.
What happens automatically
Your payment is retried automatically. Every failed attempt sends a push notification, but you'll only be emailed on the first failed attempt and on the final one — so your inbox isn't flooded by the retries in between.
[CONFIRM: how many times and over how many days a failed payment is retried before access ends]
Please note: Your subscription doesn't switch off the instant a payment fails. You keep your plan while the retries are running.
If every attempt fails
You'll get a final email: "Final notice — your subscription will end"
"We tried multiple times to charge {payment method} for your {plan} and couldn't. Your access ends on {date}. Open the Ask A Vet app to update your payment details now to keep your subscription."
After that date your account moves to the Free Plan — see "What happens after my subscription ends?". Your pets, photos and history are kept.
How to fix it
- Check the card. Has it expired, been replaced, or run out of funds?
- Open the invoice. Use the View invoice link in the payment-failed email to see the exact charge and its status.
- Check with your bank. Recurring or international charges are sometimes blocked by default and need to be approved by you.
- Update your payment details. [CONFIRM: the supported way for a customer to update their payment method or billing address — there is no in-app path today]
When to contact support
Get in touch if the payment keeps failing after you've updated your card, if you've been charged but your plan still shows as unpaid, or if your access has already ended and you want it restored. [CONFIRM: support contact channel/address for billing questions]
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