What to do when a payment fails

When a card is declined, the account isn't cancelled right away. You have 14 days to pay. This guide covers both cases: a failed payment for your Lety subscription and a failed payment from one of your clients.

How you'll know a payment failed

• An orange notice appears at the top of every screen: Your payment attempt was declined, with the reason Stripe gave. For example, insufficient funds.

• You get an email.

• In Wallet and billing, under Billing, you see Payment required.

Step 1: Retry the payment

If the card now has funds, retry the payment without changing anything. Do one of these:

• In the orange notice, click Click here to retry your payment.

• In Wallet and billing, under Billing, click Retry payment.

If it goes through, you see Your payment was processed successfully and the notice disappears. If you see Your payment is being processed, wait a moment: your account updates automatically.

Step 2: Change the card if it's declined again

If you see Your payment was declined again. Update your payment method:

1. In the orange notice, click update your payment method. You can also click your card in Wallet and billing.

2. Add a different card on the secure Stripe page.

3. Retry the payment as in Step 1.

When one of your clients' payments fails

Your client sees the same orange notice in their account and can retry or change their card there. You and your client both get an email.

1. Go to Subaccounts and open the Past due tab to see which clients have a pending payment.

2. Let your client know they need to retry the payment or change their card from their account.

If they don't pay within 14 days, their subscription is cancelled and their subaccount is deactivated.

For an installation sold in installments, a failed installment shows the installation as Overdue in Installations. When your client updates their card and the payment goes through, it goes back to Partially Paid, or Paid if it was the last installment.

Technical reference

• Grace period: 14 days from the failed payment.

• Statuses in Subaccounts: Past due while the payment is pending, Cancelled if it isn't paid in time.

• Duplicate charges: if a client pays the same subscription twice, Lety cancels and refunds the duplicate automatically.

• Card details: Lety never sees the card. Stripe stores it.

Common problems

Done

You know how to spot a failed payment, retry it, change the card and help your clients do the same before the 14 days run out.