When a payment fails

What happens when a RotaRound payment does not go through: the email, the 3 days to put it right, the paused account, and how to fix it.

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What it is#

Sometimes a payment does not go through, for example because a card has expired or the bank refused it. RotaRound gives you 3 days to put it right before the account pauses.

When to use it#

Read this when you have had an email saying your payment did not go through, when Billing says "Payment failed", or when you see the Account paused screen.

How to do it#

  1. When a payment fails, RotaRound emails you once, saying how much we could not take, with an Update payment button, and Billing in Settings says "Payment failed".
  2. Open Settings, choose Billing and press Change card. Enter a card on our payment provider's secure page.
  3. As soon as the new card is saved, the payment is taken again. When it goes through, the account is active again straight away.
  4. If it is still unpaid 3 days after the first failure, the account pauses and we email you to say so. When you sign in you see the Account paused screen: "Your payment did not go through, so your account is paused." Press Update payment there to add a card; once the payment goes through, you are back in the app.

What your customer sees#

Nothing during the 3 days. While the account is paused, nothing is sent to your customers or your team, and your customers' customer portal links and your team members' page links show "This link is no longer available." Everything comes back as it was once the account is active again.

What happens next#

When the payment goes through, your diary, customers, team and emails carry on from where they were. The diary's nightly planning picks up again from the next pass.

Good to know#

  • Nothing is deleted while the account is paused. You can sign in and press Download your data at any time.
  • Our payment provider may also try the payment again by itself during the 3 days.
  • If your bank asks you to confirm a payment instead, that is not a failure. We email you "Your bank wants you to confirm this payment" with a Confirm payment button: press it and follow your bank's steps. No days are counted and your account carries on as normal.
  • If you do not want to carry on, close your account from Settings instead.

See also: Pricing

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