A renewal payment failed EN

How many retries there are, what to fix between them, and the authentication step a card can ask for at checkout.

When Rekorder can't collect a Pro renewal, it doesn't end your plan straight away. The subscription is marked as past due and Pro stays active for seven days. During that time Rekorder tries the charge again, and you can fix whatever caused the problem. If no payment goes through within the seven days, the workspace moves to the Free plan.

What you will see

An email to the workspace owner with the subject "We couldn't renew your Rekorder Pro plan". It names the workspace and says when the next attempt is. Only the owner is emailed, because only the owner can change how the workspace pays.
On the workspace's Billing page, the Plan section shows Payment failed and the message: "The last renewal payment did not go through. We will keep retrying, and Pro stays active until [date]. Update the card on file to keep it."
In the Payments section of the same page, the failed attempt is listed with the status Failed.

Your members don't lose anything during the seven days. Recording, editing and sharing work as usual.

How the retries work (card payments)

The first attempt is made on your renewal date.
If it fails, Rekorder tries again about one day later.
If that fails, it tries again about three days after that, so around four days after the first failure.
The seven-day grace window starts at the first failure. If none of the attempts succeeds before it ends, the subscription is cancelled.

Each attempt charges whichever card is on file at that moment. You don't need to pay by hand. Just make sure a working card is saved before the next attempt. Saving a card doesn't charge it right away: the charge happens at the next scheduled attempt.

As soon as one attempt succeeds, the subscription goes back to active. Your renewal date, billing interval and seat count stay the same.

What to fix between retries

Check the reason with your bank or card provider. The most common reasons are:

The card has expired or been replaced. When your bank sends you a new card, Rekorder doesn't get the new details automatically. Save the new card. See Your card is expiring, or has expired.
Not enough funds or credit. Make sure the full renewal amount can be charged before the next attempt, or save a different card.
The bank blocked the charge. Some banks block online or foreign charges by default. Ask your bank to allow charges from Rekorder, or use another card.
The bank wants you to confirm the payment. See the next section.

To save a different card, open the workspace's Billing page. In the Payment method section, choose Update payment method. Change the card on file has the full steps.

When your bank asks you to confirm a payment

Many banks add an extra security check to online card payments, often called 3D Secure. You confirm the payment in your banking app, with a code sent by text message, or in a window from your bank.

At checkout

When you pay for Pro by card, your bank may show this verification step before it approves the payment.

Complete it in the window that opens. The payment goes through only after your bank approves it.
If you close the window, the check fails, or the bank declines the card, you aren't charged. An error appears on the checkout page, and you can try again or use another card.
The card you pay with is saved for future renewals. Your bank can use this step to approve later renewals too, so most renewals then go through without asking you again.

Your bank may also ask you to verify a card when you save a new one with Update payment method. That's the same check, and nothing is charged.

At renewal

Renewals are charged automatically while you're away, so there's nobody to answer a verification request at that moment. Sometimes a bank still asks for one. When that happens:

The renewal counts as a failed attempt and follows the same retry schedule and seven-day grace window described above.
The owner gets an email with the subject "Please confirm your payment" instead of the usual failed-renewal email.

To make the next attempt go through, save the card again with Update payment method on the Billing page and complete your bank's check when it appears. Saving the card this way approves it for future automatic charges. If your bank keeps asking, contact your bank or save a different card.

If you pay with PayPal

PayPal collects PayPal renewals itself, so Rekorder doesn't control when the payment is tried again. If a PayPal renewal fails, the owner gets the same "We couldn't renew your Rekorder Pro plan" email. The Billing page shows Payment failed, and the same seven-day grace window applies. Fix the cause in your PayPal account, for example the card or bank account PayPal pays from. Rekorder holds no card for a PayPal subscription, so Update payment method doesn't apply. See Card or PayPal: the differences that matter.

If the grace window runs out

If no payment succeeds within the seven days:

The subscription is cancelled and the workspace moves to the Free plan.
Paid seats are released.
The owner gets an email with the subject "Your Rekorder Pro plan has ended", which says the card couldn't be charged after several attempts.

Your recordings aren't deleted when the plan ends. If the workspace is now over the free limits, a separate 30-day grace period starts before anything is removed. See The 30-day grace period and the deletion order.

To get Pro back, upgrade again. This is a new purchase, so it goes through checkout. See Upgrade a workspace to Pro.

Troubleshooting

I updated my card but the Billing page still says Payment failed. Saving a card doesn't trigger a charge. The message changes after the next scheduled attempt succeeds.
I never got an email. Only the workspace owner is emailed. Check that you own the workspace, and check your spam folder. See The emails Rekorder sends, and how to stop them.
There is no Update payment method button. You aren't the workspace owner, or the workspace is billed through PayPal.