When a payment fails
If a charge doesn’t go through, there’s no grace period: new conversations wait until the invoice is paid. Fixing it takes a minute.
What you’ll see
- A notice: “Payment failed · invoice …”. New conversations wait until it’s paid.
- The invoice shows Payment failed on Billing.
- A banner on Campaigns and Flows: “A payment didn’t go through, so no new conversations start until it’s paid. Customers already texting still get replies.”
- Your flows show Paused.
What pauses, and what doesn’t
| Paused | Keeps going |
|---|---|
| New abandoned cart, post-purchase and review texts | Replies to customers already in a conversation |
| Follow-ups | Your team’s replies after taking over |
Texts that were due while you were paused wait, and go out once you’ve paid. If a text has waited more than 48 hours, it’s dropped instead of being sent late.
How to fix it
- Go to Billing.
- Under Payment method, click Update and add a working card. Inside Shopify this opens our site in a new tab.
- The charge is retried automatically. As soon as the invoice is paid, new conversations start again by themselves.
If the invoice still shows Payment failed a day after you’ve updated the card, send us a message and we’ll sort it out with you.
Only owners can see Billing. If you’re a member, ask an owner to update the card.