Fix a failed payment

Cards expire and payments bounce — it happens. Here's exactly what happens on our side when a subscription charge fails, and how to put it right.

What happens when a charge fails

1. Your team keeps practicing. The first failed payment starts a 7-day grace window. Nothing pauses during those seven days — use them to fix the payment.
2. The owner gets an email. Subject line: "Payment failed for [your team's name] — practice pauses in 7 days." It's sent once, on the first failure — later failures don't send more emails, and they don't extend the window.
3. New members can't join while the payment is unresolved. Existing members are unaffected during grace.

If the grace window passes without a successful payment, practice calls pause for the team until billing is fixed. One exception: top-up calls your team already bought stay usable — they were paid for up front.

How to fix it

1. Go to Billing and click Open billing portal.
2. Update your card (or pay the open invoice) in the portal. It takes under a minute.
3. That's it. The moment a payment succeeds, your subscription is active again, any pause lifts immediately, and the grace window resets.

You don't need to contact us or re-invite anyone — recovery is automatic once the money clears.

If it stays unresolved

Practice on your subscription remains paused until a payment goes through. If the subscription ends up cancelled, your subscription call pool is removed — but top-up calls survive cancellation, and you can subscribe again from the team dashboard whenever you're ready.