Fix a failed payment

When a subscription payment fails, sending pauses until it’s paid. To fix it, go to Settings → Plan & billing and click Retry payment, or Update card if the card itself is the problem. Your contacts, campaigns and templates are never touched.

What pauses

We email you when a charge fails, and Stripe, our payment provider, tries the card again over the next few days. Until the payment goes through:

• new campaigns can’t be sent or scheduled, and their Review step shows Your account isn’t ready to send yet;
• campaigns part-way through sending pause, with “We paused this send. There’s a billing issue.” on their page;
• active automations pause, with everyone in them kept in place;
• a scheduled campaign that comes due goes back to your drafts instead of sending;
• test sends pause too.

We email you a list of anything we paused, and a separate email for each scheduled campaign that went back to drafts.

Fix it

1. Go to Settings → Plan & billing. The banner reads “Your last payment failed, so sending is paused until it’s paid.”
2. If the card is fine, click Retry payment to charge it again now. The button shows while there’s an unpaid invoice to retry. If the card has expired or been replaced, click Update card and save the new one, then come back and click Retry payment if it’s there.
3. When it works, you’ll see “Payment successful. Your subscription is back on track.” You can send again straight away.

If it’s declined again, you’ll see the reason and a prompt to update your card. If you have more than one unpaid invoice, the oldest is paid first, and the message tells you how many went through.

After it’s fixed

You can send again, but anything we paused stays paused until you restart it:

• Paused campaigns: open each one and click Resume. Everyone still waiting gets it.
• Paused automations: open each one and click Resume.
• Campaigns returned to drafts: send or schedule them again.

If your bank asks you to confirm

Some cards need you to approve a charge with your bank (often called 3D Secure). We email you a link to approve it, and the charge goes through once you do.

If payments keep failing

When Stripe stops retrying, we email you that the last attempt failed. Your subscription then either stays open but unpaid, or ends:

• Unpaid: the banner says “Your subscription is unpaid and Stripe has stopped retrying it, so sending is paused.” Click Update card, or Retry payment if there’s an open invoice to pay.
• Ended: you’re back on the free plan, and we email you. The banner says “Your subscription has ended, so you’re back on the free plan.” The EmailFig line returns on your emails and hosted pages, and sending pauses if you’re over the free plan’s 4,000 contacts. Click Choose Orchard on the same page to start again.

If your first payment didn’t go through

You may see one of these banners instead:

• “Your first payment hasn’t cleared, so your plan hasn’t started and sending is paused.” Click Update card, or Retry payment if it’s there.
• “Your last checkout didn’t complete, so no plan is active and sending is paused.” Click Choose Orchard on the same page.

Still stuck? Email contact@emailfig.com with your sign-in email address and the message you see, and a real person will help.

Where to go next

• Update your payment method
• Cancel or resume your subscription
• Pause, resume or cancel a campaign