> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Payment issues — what to do when a charge fails

> What happens when a HoopAI payment fails, the retry schedule, how to fix it, and how to avoid account suspension.

If your payment method is declined or a charge fails, HoopAI follows an automatic retry process before taking any action on your account. This page explains the timeline, what you can do, and how to restore your account if it's been suspended.

## 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                 |

<Note>
  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.
</Note>

## 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**

<Warning>
  After 90 days of suspension, your account and all data may be permanently deleted. Act quickly to avoid losing your work.
</Warning>

## How to fix a failed payment

<Steps>
  <Step title="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.
  </Step>

  <Step title="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
  </Step>

  <Step title="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.
  </Step>

  <Step title="Verify your account is active">
    After payment, check that your account status shows **Active** in **Settings → Billing**. Test sending a message or email to confirm full functionality is restored.
  </Step>
</Steps>

## Common reasons for payment failure

<AccordionGroup>
  <Accordion title="Card expired">
    The most common cause. Check the expiration date on your card and update it in **Settings → Billing → Payment Method**.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="Bank blocked the transaction">
    Some banks flag recurring international charges as suspicious. Contact your bank to authorize charges from HoopAI's payment processor.
  </Accordion>

  <Accordion title="Card issuer declined">
    Your card issuer may decline the charge for various reasons (fraud prevention, spending limits). Contact your card issuer directly for details.
  </Accordion>

  <Accordion title="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**.
  </Accordion>
</AccordionGroup>

## 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

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="What if I can't pay right away?">
    Contact [HoopAI support](/settings/support) to discuss your options. In some cases, the team can extend your grace period or arrange a payment plan.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>