What happens if a payment fails

Cards expire and banks say no. A failed payment is not the end of your club, and Clubroll gives you time and plain warnings.

The day it fails

When Stripe cannot take the monthly payment, two things happen straight away:

• every officer sees a banner at the top of the page: "We could not take your payment on (date). Your club keeps working until (date); after that it becomes read-only, and nothing is deleted." The owner gets a link to Billing,
• the owner is emailed once, in plain words: what happened, that the club keeps working, the date to fix it by, and how.

Stripe tries the card again by itself over the next days. Nothing else is needed from you if one of those tries goes through.

The reminders

You are emailed again 3 days and 7 days after the first failure, each with the date the club will become read-only. Each warning is sent once.

Fix it

Open Billing and press the button that opens Stripe's own page, where you update the card. If you do not see that button, write to support@clubroll.app from the address you paid with. As soon as a payment goes through, the banner disappears, the warnings stop and the club carries on. Nobody at Clubroll has to switch anything back on.

If it is not fixed

14 days after the first failure the club becomes read-only, and you are emailed to say so. Read-only means:

• everything is kept: members, dues, newsletters, the website's pages,
• you can look at everything and download everything,
• nothing can be changed, sent or published,
• and it opens again by itself the moment a payment goes through.

See a read-only club.

Things to know

• The days count from the first failed payment, whenever Clubroll heard about it.
• Failed payments after the first one in the same run do not restart the clock.
• If the service's email is in its restricted mode the warning emails may be held; the banner and the Billing page still tell you.

Related

Billing and your subscription