If a payment fails

A failed payment doesn't cut off your phones. Here is what happens, in order.

1. We retry and tell you

If a charge is declined, Stripe retries it automatically over the next few days. At the same time, owners and admins get a Payment failed email and a notice in the console. It says how much, and what your bank said if it gave a reason.

Updating your payment method now avoids any interruption. See How to pay.

2. A reminder before anything pauses

An invoice is due 10 days after its date. A few days before that, if it's still unpaid, you get a Payment due soon email. It names the amount and the date.

3. After 10 days unpaid, outside calling pauses

If an invoice is still unpaid 10 days after its date, outbound calling pauses until it's paid. You get a Service suspended email, and a red banner appears at the top of the console: Service suspended — unpaid invoice.

Still works:

• Incoming calls keep ringing.
• Voicemail.
• All your phone numbers stay yours.
• The console, your call history and your settings.
• 911 is never blocked.

Paused: placing outside calls. Someone who tries hears "This call can't be completed: this account is suspended."

4. Pay, and it comes back at once

Press Pay now → on the banner, or open the invoice from Settings → Billing & package → Invoices and press Pay now. The moment the payment goes through, outside calling comes back by itself. You don't need to contact us.

Only people who manage billing can pay. Anyone else sees See the invoice → and should ask an owner.

Trouble paying?

If you can't pay right now, or think the invoice is wrong, contact us before the due date. Use Question this invoice on the invoice, or contact support.