If a scheduled monthly renewal for your Concierge plan fails, there’s a set policy and process for how it’s handled.
From time to time, these things happen. For whatever reason, sometimes credit cards get declined. When it happens, it’s best to get it resolved as quickly as possible so your service isn’t interrupted.
When a payment fails, the system automatically tries the charge again on this schedule:
- After 12 hours
- After another 12 hours
- After another 24 hours (2 days after the first failure)
- After another 48 hours (4 days after the first failure)
- After another 72 hours (7 days after the first failure)
That’s 5 attempts over the course of a week. If it still hasn’t gone through after that, the system creates an invoice for the renewal. You can pay it yourself: log into your account, look at your order history, and you’ll see a link to pay it. Or just send me a quick message (or an email) saying it’s OK to try your card again. I can retry the renewal manually at any point and get your subscription back on schedule.
The Concierge Failed Payment Policy is…
- If the amount due is still unpaid after 7 days, I’ll use your Anytime Credit balance to cover it. One credit is deducted for each site covered under Concierge. The credit counts as payment, so your renewal date then moves forward one month.
- If you then pay the renewal after a credit has already been deducted, I’ll put the credit(s) back on your account and reverse the change.
- There’s a 30-day courtesy period for unpaid accounts. If you have no credits on account and the account is still unpaid after 30 days, I’ll begin deactivating the site and take it offline.
- During this entire time, I’ll be doing everything I can to get in touch with you. I take care of your website, and the last thing I ever want is to get to the point of turning it off. Trust me, I’ll make every effort not to.
If a renewal fails, I appreciate you handling it as soon as you can. Keep in mind, I definitely have ongoing costs on my side to keep providing Concierge services.
You can always change or check the card on file inside your account, under Payment Methods.