What Happens If a Payment Fails
Payment failures happen for various reasons, such as expired cards, bank holds, or insufficient funds. Here's what to expect.
Retry Schedule
Stripe automatically retries failed payments on this schedule:
- Day 0: Initial failure, email notification sent
- Day 3: First retry
- Day 5: Second retry
- Day 7: Final retry
- Campaign is paused
- Portal access is restricted to billing page only
- Your CSM is notified
- Go to Billing in the portal
- Update your payment method
- Pay the outstanding balance manually
- Add a backup card in Stripe
- Make sure your card expiry is up to date
- Whitelist billing@piqely.com so payment failure emails don't hit spam
What Happens to Your Campaign
During the retry window, your campaign continues running. We don't pause service immediately on a failed payment.
If payment is not resolved after the final retry, the following occurs:
How to Resolve
Your campaign resumes within 24 hours of payment confirmation.