A payment failed

A subscription payment has not gone through. Here is what actually changes, and what to do about it.

What happens

The payment provider tells Rolehound the invoice failed, and the Subscription chip on your Billing page changes to PastDue. The provider then retries the payment on its own schedule. If a retry succeeds, the chip goes back to Active by itself and there is nothing for you to do.

Rolehound records the moment that status changed and carries a grace window of 7 days from it. The window is measured from that first report rather than from each retry, so a long run of retries cannot quietly extend it.

What that window is worth in practice depends on how your instance is configured. On the configuration Rolehound ships with, subscription enforcement is switched off, and a past-due subscription on its own stops none of the background work.

Updating the card

Choose Manage on the Billing page. That opens the payment provider's own billing portal, which is where your card details live. Rolehound never sees a card number, an expiry or a security code, so there is nothing to correct on this side — update the card there and let the provider take the payment again.

If Manage shows an error instead of opening the portal, the payment provider is not reachable from this instance. That one is for whoever runs it.

A failed payment is not the same as no credit

This is the part that catches people out, so it is worth being exact about. The subscription and your credit balance are separate things. Credit is what pays for scoring and drafting. A past-due subscription does not draw credit down, and topping up credit does not settle the subscription.

So if what you are really seeing is scoring and drafting stopping, look at the credit balance rather than the subscription chip. Scores or documents are missing covers that case and topping up credit covers the fix.

Nothing is deleted

Your jobs, your applications, the documents already generated, your profile and your mailbox connection all stay exactly as they are. Whatever else a failed payment does, it does not throw work away.

How billing works explains the two charges and why they are kept apart, and the pricing page is where the amounts will be published. If you think you have been charged wrongly, that needs a person — see getting help.