What happens when a payment fails

If a charge to your card fails, Kapsule enters a grace period and retries automatically. Here's what to expect and how to resolve it.

Grace period

When a payment fails, your subscription moves to Past Due status. A banner appears:

Payment Grace Period, Your payment is in a grace period. Update your card before it expires to avoid suspension.

Your services continue running during the grace period. You have time to update your payment method and resolve the charge.

Overdue status

If the payment isn't resolved during the grace period, the subscription moves to Unpaid / Overdue status. The banner updates:

Payment Overdue, We could not charge your card. Update it and retry, or we will try again automatically.

Kapsule retries the charge automatically on a schedule. If repeated retries fail, services will be suspended.

How to fix a failed payment

1. Go to Billing in the left sidebar
2. Find the Payment method card, update your card if it's expired or invalid
3. Click Manage saved cards to add a new card
4. Go to the affected subscription (Billing → Subscriptions → [plan])
5. The Renewal Card panel shows the card attached, ensure a valid card is attached
6. Once updated, the next automatic retry will succeed, or contact support to trigger an immediate retry

What gets suspended

If payment remains unresolved, services associated with the unpaid subscription are suspended. Your data is retained, you can reactivate by resolving the payment.

Checking invoice status

Go to Billing and scroll to the Invoices section. Invoice statuses:

• Paid, charge succeeded
• Failed, charge failed, requires action
• Pending, charge in progress

Failed invoices link to the subscription detail page where you can resolve the issue.

Contacting support

If you're experiencing payment issues that aren't resolving after updating your card, open a support ticket. Include your invoice number (shown in the Invoices table).