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When payment fails

What happens when a payment doesn't go through, how the retry process works, and what to do to keep your account active.

The operational problem

A declined card or expired payment method shouldn't immediately shut down operations. But operators need to know the timeline — how long they have to fix the issue, what communications to expect, and what happens if it isn't resolved.

How Array HQ solves it

Failed payments trigger an automated retry schedule with escalating email notifications. Each email includes a direct link to update your payment method. You have a grace period before any impact to your account.

How it works

The retry schedule

When a charge fails, Stripe's automated retry system activates:

Timeline What happens
Day 1 Payment attempt fails. Retry scheduled.
Day 3 Email notification: temporary payment issue. Includes link to update payment method.
Day 7 Second email: please update your payment method. Direct portal link included.
Day 14 Final notice email. Your account representative is alerted.
Day 21 Grace period ends. Account enters suspension review.

Grace period

Standard accounts have a 14-day grace period before any account impact. Enterprise accounts (Net 30 terms) have a 21-day grace period.

During the grace period:

  • Your account continues to function normally
  • //Recruiting campaigns keep running
  • //Ops rewards keep processing
  • You receive escalating email reminders with a link to fix the issue

What suspension means

If payment is not resolved within the grace period, your account enters suspension review:

  • Sourcing campaigns may be paused
  • Access to certain features may be restricted
  • Your account representative will reach out directly to resolve

Suspension is reversible — updating your payment method and clearing the outstanding balance restores full access.

How to fix a failed payment

  1. Click the link in any of the notification emails, or
  2. Go to the Billing tab → click Manage in Stripe
  3. Update or replace your payment method in the Stripe portal
  4. The outstanding invoice will be retried automatically against the new method

If you've already updated your method and the charge still fails, contact your account representative or Support.

Checking your invoice status

Open invoices show as Open on the Billing tab. Overdue invoices show as Overdue with a red status badge. Once payment clears, the status updates to Paid and a receipt is emailed to your billing contact.

Key terms

Term Meaning
Grace period The window (14 or 21 days) after a failed payment before account access is affected.
Suspension A restricted account state triggered by unresolved payment failure. Reversible once payment clears.
Smart Retries Stripe's automated system that optimizes retry timing for the highest chance of success.