What happens when my subscription payment fails?

  • Updated

You’re subscribed to Melio and it’s renewed automatically monthly or annually, depending on the plan. But you received a notice that your latest subscription payment failed.

 

This article covers:

Why did the renewal payment fail?

There are 3 main reasons a renewal payment could fail:

  • Insufficient funds in the bank account- In this case, we will try to collect the payment again within 7-10 days.
  • Card expired- In this case, we’ll ask you to change the payment method used to cover the subscription fees.
  • A technical issue- In this case, we’ll ask you to change the payment method used to cover the subscription fees.

 

What happens now?

Your Melio account is granted a grace period to sustain your current plan.

The grace period extends for 15 days from the first attempt to collect the subscription fees. During this time, you should ensure that your subscription payment is successful.

If we still can't collect the payment by the end of the grace period, your account will be downgraded to the Go plan. You get a popup notification the first time you sign in to your account with 2 options: 

  1. Upgrade your plan.
  2. Downgrade to the Go plan and remove all other team members' access to the account. 

Learn more about the different subscription plans.

Your plan has been downgraded popup.png

 

 

Notifications that the renewal payment failed

There are 2 ways you are notified:

1. By email:

We’ll send you two notification emails about the failed renewal payment. 

The first one is immediately after the payment fails. 

The second one will be sent 7 days before the grace period is over if the issue is unresolved. 

Here’s what the first email looks like: 

The subject line: “[Action required] Payment for your subscription failed”.

Email notification- subscription payment failed.png

2. When you enter your account:

When you sign in to your account,  you’ll get a popup advising that the subscription payment failed. This popup will appear every time you sign in until the issue is resolved.

popup notification about the failed renewal payment .png

 

 

Resolving a failed payment

You need to update the payment method used to pay for your subscription billings. 

Here’s how:

1. Click Update details in the email notification or in the popup.

2. Select the payment method to pay the subscription billing from. Click Continue.

The current payment method is marked with a purple border.

You can connect another payment method by clicking + Add another.

Select the payment method for the subscription billing.png

 

That’s it, the payment method was changed successfully. 

Payment method changed.png

 

Note: Want to change the plan you’re subscribed to?

In the popup that appears when you sign in to your account, click See all plans. Follow the instructions to upgrade or downgrade your subscription plan.

 

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