Failed payments and account holds

If a subscription payment fails, we don't cut you off right away. Stripe automatically retries the charge up to five times over 14 days, and we email you after each failed attempt. Updating your card usually resolves it before anything changes.

What happens, and when

If the retries don't succeed, access is restricted in stages:

Phase	Timeline	What you can do
Past due	Days 0-7	Full access. An in-app banner warns you.
Restricted	Days 8-14	Read-only. View and export your data, but no sending calls, SMS, or campaigns.
Suspended	Days 15-60	Login blocked, except the billing page to update your payment method.
Terminated	After day 60	Account and data permanently deleted. This is irreversible.

We email you at each stage - including a final warning about a week before any data is deleted - and may also text restriction and suspension warnings if you have a phone number on file.

Fixing a failed payment

Update your payment method in Settings > Billing. Once a charge succeeds, full access is restored immediately. You can reactivate anytime before termination by updating your card and paying any outstanding balance - but reactivation isn't possible after the data-deletion date.

If your account is already suspended, contact help@getcovent.com to discuss reinstatement.