What happens when a payment fails
Updated
In short
If a payment fails, we email you and your receptionist keeps answering while the card is retried. Update your card soon: if it is still unpaid after 21 days, service stops until you pay.
In this article
What you see
- An email with the subject "Your Vocenya payment did not go through", with an Update your card button. It tells you when we will try the card again.
- A notification in the Vocenya app.
- A message on your Overview page: "Your last payment didn't go through."
Your receptionist keeps answering calls.
Fix it
Tap Update your card in the email. Or open Billing, tap Manage card, invoices and cancellation, and change your card. The card is tried again automatically.
If it stays unpaid
If the payment is still not made 21 days after it first failed, service stops:
- Your receptionist stops answering. Calls ring your paused-AI number once, if you set one in the Vocenya app.
- Your Vocenya number is held for 30 days, then released.
Paying the invoice turns everything back on.
Stripe may also end the plan sooner after its final retry. Either way, your number is held for 30 days so you can come back.