Payment retry schedule
When a payment fails, HoopAI retries automatically:| Attempt | Timing | What happens |
|---|---|---|
| 1st attempt | Billing date | Initial charge fails — no notification yet |
| 2nd attempt | 3 days later | Retry + email notification: “Payment failed” |
| 3rd attempt | 7 days after billing date | Retry + warning email: “Account at risk” |
| 4th attempt | 14 days after billing date | Final retry + urgent email: “Action required” |
| Suspension | 21 days after billing date | Account enters read-only mode |
During the retry period (days 1–21), your account remains fully functional. You have time to update your payment method without any interruption to service.
What happens when your account is suspended
If all retry attempts fail and 21 days pass without successful payment:- Your account enters read-only mode — you can log in and view data but cannot take actions
- Emails, SMS, and phone calls stop sending
- Workflows and automations are paused
- Websites and funnels may go offline
- Calendar booking pages stop accepting new appointments
- Your contacts and data are retained for 90 days
How to fix a failed payment
Check your email
Look for emails from HoopAI with the subject line containing “payment failed” or “billing issue.” These emails include a direct link to update your payment method.
Update your payment method
Go to Settings → Billing → Payment Method and either:
- Update the expiration date or CVV on your existing card
- Add a new credit or debit card
- Switch to a different payment method
Pay the outstanding balance
Once you add a valid payment method, any outstanding balance is charged immediately. If the charge succeeds, your account is reactivated within minutes.
Common reasons for payment failure
Card expired
Card expired
The most common cause. Check the expiration date on your card and update it in Settings → Billing → Payment Method.
Insufficient funds
Insufficient funds
Ensure your card or bank account has enough funds to cover the charge. HoopAI charges the full plan amount on your billing date.
Bank blocked the transaction
Bank blocked the transaction
Some banks flag recurring international charges as suspicious. Contact your bank to authorize charges from HoopAI’s payment processor.
Card issuer declined
Card issuer declined
Your card issuer may decline the charge for various reasons (fraud prevention, spending limits). Contact your card issuer directly for details.
Billing address mismatch
Billing address mismatch
If your billing address doesn’t match what your bank has on file, the charge may be declined. Update your billing address in Settings → Billing → Billing Details.
How to prevent payment failures
- Keep your payment method current — update card details before they expire
- Enable backup payment method — add a secondary card in Settings → Billing as a fallback
- Monitor billing emails — make sure HoopAI billing emails aren’t going to spam
- Set calendar reminders — note your billing date and check a few days before
Frequently asked questions
Will I lose my data if my payment fails?
Will I lose my data if my payment fails?
Not immediately. HoopAI retries for 21 days before suspending your account. After suspension, your data is retained for an additional 90 days. You have a total of approximately 111 days to resolve the payment before any data is at risk.
Can I get a refund for the period my account was suspended?
Can I get a refund for the period my account was suspended?
Suspension only occurs after a failed payment — there’s no charge during the suspended period. Once you pay the outstanding balance, your account is reactivated and your next billing cycle starts from that date.
What if I can't pay right away?
What if I can't pay right away?
Contact HoopAI support to discuss your options. In some cases, the team can extend your grace period or arrange a payment plan.
Do my workflows resume automatically after reactivation?
Do my workflows resume automatically after reactivation?
Yes. Once your account is reactivated, workflows that were paused during suspension resume automatically. However, any scheduled actions that were missed during the suspension period are not retroactively executed.