Payment Failed

Why Payments Fail

Payment failures can occur for several reasons, most of which are related to your payment card rather than a problem with ResponseIQ. Common causes include:

• Insufficient funds — your card does not have enough available balance to cover the subscription charge.
• Expired card — your card has passed its expiration date and needs to be replaced with a new one.
• Card declined by issuer — your bank or card issuer has declined the charge, possibly due to fraud prevention rules or spending limits.
• Incorrect card details — the card number, expiration date, or CVC entered in the billing portal is incorrect.
• International transaction block — some cards are configured to block international transactions, which may affect charges depending on your location.

Updating Your Payment Method

ResponseIQ uses Stripe to manage all billing and payment processing. You can update your payment method through the Stripe customer portal, which is accessible directly from your dashboard.

1. Navigate to Settings from the sidebar menu.
2. Click on the Billing tab.
3. Click the "Manage Billing" button to open the Stripe customer portal.
4. In the Stripe portal, click "Update payment method" or "Add payment method."
5. Enter your new card details and click "Save."
6. Return to your ResponseIQ dashboard. The updated card will be used for the next payment attempt.

Grace Period

When a payment fails, your account enters a 7-day grace period. During this time, your account remains fully functional and all features continue to work normally. Stripe will automatically attempt to charge your card again up to three times during the grace period.

If all automatic retry attempts fail and the grace period expires without a successful payment, your account will be downgraded to a limited state. In this state:

• New reviews will continue to be synced but AI responses will not be generated.
• You can still access your dashboard, view existing reviews, and manage settings.
• You will see a prominent banner prompting you to update your payment method.
• No data is deleted during this period. Your account and all data remain intact.

Once you update your payment method and the charge succeeds, your account is immediately restored to full functionality and the AI will process any reviews that accumulated during the downgrade.

Contacting Your Bank

If you have verified that your card details are correct and you have sufficient funds, the issue may be on your bank's side. Contact your bank or card issuer and let them know you are expecting a charge from Stripe or ResponseIQ. They can check if there is a fraud hold, spending limit, or transaction block preventing the charge from going through.