When Softalon can't charge your card for a renewal, your subscription moves through a few statuses. The owner and super administrators see a banner at the top of the app, and Softalon emails your billing email address.
What happens after a failed renewal
- Renewal day. Softalon charges your primary payment method. If that fails, it tries your backup method.
- Past Due. If both fail, the subscription becomes Past Due. You see a Payment Required banner, and Softalon emails you.
- Automatic retries. Softalon tries again over the next 7 days, on days 1, 3, 5 and 7 after the renewal date. Each retry tries your primary method, then your backup. A card that was declined for good, for example because it's expired or was reported lost, isn't tried again for that invoice.
- Unpaid. If the last retry fails, the subscription becomes Unpaid, the renewal invoice is voided and you see a Subscription Unpaid banner.
If your bank asks you to confirm a payment (for example with 3D Secure), Softalon emails you a link. The retries wait for you to confirm instead of charging again.
What works and what stops
Your data isn't deleted in any of these statuses.
If something is off
Payment Required: Your subscription is past due
Fix the payment before the retries run out:
- Go to Settings › Plan & Billing.
- In Payment Methods, add a working card and set it as Primary. The next automatic retry uses it. See Manage your payment methods.
- To pay now instead of waiting for the next retry, go to the Invoices card, click the menu button on the Open invoice and click Pay. Choose the card and click Pay Now.
If you only updated the expiration date of the card that failed, pay the invoice by hand as in step 3. Automatic retries skip a card that was declined as expired, lost or invalid.
When the payment goes through, the subscription is Active again and you get fresh plan credits.
Subscription Unpaid: Reactivate to restore access
The failed invoice was voided, so there's nothing left to pay on it. Start a new subscription:
- Go to Settings › Plan & Billing and click Reactivate.
- Choose a plan, check the summary and choose a payment method.
- Click Confirm Subscription.
The new subscription starts today and is charged right away.
Subscription Incomplete: Your subscription setup is incomplete
The first payment, or the payment at the end of your trial, didn't go through. Click Complete Setup in the banner, or go to Settings › Plan & Billing. Click Reactivate, choose a plan and pay.
Multiple unpaid subscriptions detected
You can't start a new subscription while the salon has two or more past due or unpaid subscriptions. Contact Softalon support.
My card keeps getting declined
Check with your bank that the card allows online and recurring payments, and that it isn't expired or over its limit. Or add a different card and set it as Primary. Adding a Backup method helps avoid this next time.
My team doesn't see the billing banner
Billing banners are shown only to the owner and super administrators, and only the owner can open Plan & Billing to fix the payment. Ask the owner to update the payment method.
Common questions
No. When you pay an invoice by hand, any pending payment on that invoice is canceled first. Once the invoice is paid, retries stop.