Understanding Credit Card Payment Failures

We know that credit card payments may not always go through on the first try, and a payment failure can be concerning. That's why we've designed our system to give you plenty of time and opportunity to resolve any issues. Our goal is to ensure your account remains in good standing and that your campaign mailings or other purchases continue without interruption.

What Happens When a Credit Card Fails?

When a credit card payment fails within the application, we'll send an email notification to the address(es) listed in the "Billing" section of your Account Profile. It's important to keep this information updated so you receive these and other billing-related notifications in a timely manner.

How we handle credit card failures depends on the type of purchase:

Smart Send Campaign Sends, Triggered Drip Campaign Sends, and Direct Mail Credit Auto Re-load Purchases

For these types of purchases, we'll make 5 additional attempts to charge the credit card on file, once every 24 hours.

If you don't update your card or resolve the credit card issue within this time, here's what happens:

  • Triggered Drip Campaigns/Auto Credit Re-load: Your campaign will be placed into Test Mode. Any records received and held in the queue during the charge attempt period will be deleted from the system and won't be sent. Once your credit card is updated or the issue is resolved, you'll need to re-send those records into the campaign.

  • Smart Send Campaigns: Your campaign will be placed into Draft Mode. Once your credit card is updated or the issue is resolved, you'll need to re-send the campaign.

Monthly Plan Subscription Charges

For your monthly plan subscription, we'll make 3 additional attempts to charge the credit card on file:

  • 3 days after the first attempt

  • 5 days after the second attempt

  • 7 days after the third attempt

If the card hasn't been updated or the credit card issue hasn't been resolved by then, your account will be downgraded to a Free Plan account, and all your Direct Mail Credit balances will revert to zero.

Bulk Direct Mail Credit Purchases (not Triggered Drip Campaign related as stated above) and Vanity Domain Purchases

For these purchases, no additional attempts will be made. If your credit card fails at the time of purchase, you'll be prompted to use a different credit card to complete the transaction.

If you have any questions about a credit card payment failure or need help updating your billing information, please don't hesitate to contact the support team.