# What happens when a payment fails

Help Center · Account and billing · Updated 2026-10-04

**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.

## 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.



## Frequently asked questions

### Will my receptionist stop answering right away?

No. It keeps answering while the card is retried. Service stops only if the payment is still not made after the grace period.

## Related articles

- [Update your card, see invoices or cancel](https://vocenya.com/help/account-and-billing/update-card-invoices-cancel)
- [Plans and the free trial](https://vocenya.com/help/account-and-billing/plans-and-free-trial)
- [Choose and claim your Vocenya number](https://vocenya.com/help/getting-started/choose-your-vocenya-number)

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Source: https://vocenya.com/help/account-and-billing/failed-payments
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