What happens when a payment fails

Payment failures can happen for various reasons - expired cards, insufficient funds, or bank-side holds. Here's what to expect and how to resolve the issue.

Why payments fail

Common reasons include:

• Expired card — your card has passed its expiry date
• Insufficient funds — not enough balance on the card
• Bank block — your bank has flagged the transaction for security reasons
• Incorrect details — the card number, expiry, or CVC is wrong
• Card limit — the transaction exceeds your card's spending limit

What happens next

When a payment fails:

1. You're notified — Reco sends an email to the organisation owner explaining the failure
2. Retry attempts — Reco will automatically retry the payment a few times over the following days
3. Grace period — your service continues normally during the retry period
4. Account restriction — if all retries fail, certain features may be restricted until the payment is resolved

How to fix it

1. Navigate to Billing and click on either of the Payment Method buttons
2. Check if your payment method is up to date
3. Update your card details if needed (see "Updating your payment method")

Impact on your account

During the grace period, your organisation and team can continue using Reco normally. If the payment remains unresolved beyond the grace period, features like sending new referral notifications may be temporarily paused until the balance is settled.