Explanation
When a payment fails
What happens when a renewal can't be paid, what keeps working for 3 days, when the plan closes and how to get it back.
When the renewal payment of a subscription bought on the web can't be taken, SemPost doesn't stop at once. Stripe tries the card again, and the workspace keeps most of its work going for 3 days. If the payment still doesn't come, the plan closes until it's paid.
When the payment fails
- The workspace's owners and admins get an email, Your subscription payment failed, that says until when scheduled posts keep going out.
- Every page of the app shows Your payment failed, with Go to billing.
- In Settings › Billing, the subscription shows Payment failed and the date and time the 3 days end.
For 3 days
Until that date and time:
- scheduled posts keep going out, and social accounts stay connected;
- you can still generate by hand with the credits you have, credit packs included;
- automation waits: each rule skips its days and tries again every hour, and owners and admins get one email for each rule. The rules go on by themselves once the payment comes;
- the new period's plan credits load only once the payment comes through;
- the plan can't be changed and no extra account can be bought.
These 3 days come once in 90 days. If a renewal fails again within 90 days from the start of the last 3-day period, the plan closes at once.
When the plan closes
If the payment hasn't come when the 3 days end, the plan closes. Owners and admins get the email Your plan has closed, and every page shows Your plan is closed.
- Generation and every other AI job stop, and so do automation and publishing. A post whose time comes fails with Not sent: the workspace's plan is closed.
- Credit packs can't be used, and their 12 months stop until a plan is on again.
- Your data stays.
- Social accounts are disconnected 48 hours after the plan closed.
Act within 48 hours
Once the social accounts are disconnected, you connect each of them again after the plan is back. Paying before the 48 hours end keeps them connected.
Get the plan back
The workspace's owner updates the payment method: Manage subscription in Settings › Billing opens Stripe's secure page, and the payment method can also be changed in your Link account at link.com.
When the payment comes through, the plan opens again by itself and the period's plan credits load. Automation goes on, and credit packs run on with the time they had left. Posts that failed while the plan was closed aren't sent later: create them again. If social accounts were disconnected, connect them again in Settings › Social accounts.
If the subscription has ended instead, buy a plan again in Settings › Billing: see Buy a plan or credits.
A workspace that pays through Shopify settles its bill with Shopify: see Paying through Shopify.
If something goes wrong
- The last payment failed. Update the payment method before changing the plan. Plan changes wait until the payment comes through.
- The workspace's plan is closed. Buy a plan on the Billing page to go on. Work that costs credits doesn't start while the plan is closed.
- Not sent: the workspace's plan is closed. The post's time came while the plan was closed. Create it again once the plan is on.