"A recent payment has failed" banner — what to do

If you see a red banner at the top of the portal saying:

A recent payment has failed. Please update your payment method to avoid service interruption.

…we tried to charge your card and the payment didn't go through. Update your payment method or pay the outstanding invoice to clear it.

What you'll need

• A working debit or credit card.

Steps

1. Click View Invoices on the right-hand side of the banner. You'll be taken to Billing → Invoices.
2. Find the invoice with Overdue or Due status (red or blue badge).
3. Click Pay Now in the row. You'll be taken to a Stripe form to update your payment method.
4. Enter the new card and submit. Once we successfully charge the card, the banner disappears.

Alternatively, if you'd prefer to update the saved card first:

1. Go to Billing → Account.
2. Add the new card under Payment Methods.
3. Click the menu on the new card and choose Set as default.
4. We'll automatically retry the failed payment within a short time.

Tips & things to watch for

• A failed payment doesn't immediately stop your bookings. You have a window to fix it — but if it goes uncollected, your service can be interrupted.
• The most common reasons for a failed payment are an expired card, insufficient funds or the bank flagging the charge as suspicious. Calling your bank to whitelist the charge often helps.

Related articles

• Pay an outstanding invoice
• Add a payment method
• Change your default payment method