What happens to your plan, credits and API keys when a renewal payment is declined or a payment is still processing, and what to do.
When a renewal payment is declined
If the payment for your subscription's renewal does not go through, for example because your card was declined, your subscription is past due. That is not yet a move to the Free plan: your plan, its features, your credits and your API keys keep working for now.
- We email you that the payment failed. The email says when Stripe will try the payment again, or, if your bank wants you to confirm the payment, asks you to confirm it
- To pay it now, or to change the card it is charged to, go to Settings → Billing and choose "Manage billing". The Overview tab there also says that your latest payment did not go through
- The plan credits for the renewal are added only once its payment goes through
A card declined on the checkout page when you first subscribe is different: no paid plan starts, and nothing on your account changes.
If the payment is still not made
If the payment has still not been made when Stripe stops trying to collect it, your account moves to the Free plan and its API keys are suspended, not deleted. The unused part of your last plan credits is removed. Credits from credit packs and plan credits carried over from earlier periods stay on your account. We email you when this happens, and the email says which of these applies:
- Your subscription is on hold. Pay the outstanding invoice in Manage billing, where you can also change the card. Once it is paid, your plan and the same API keys come back. No Free plan credits are added while it is on hold
- Your subscription has been cancelled. Choose a plan again in Settings → Billing, and your suspended API keys work again once the new subscription is active. As with any cancelled plan, the Free plan's 100 credits are added. See Cancellation policy
When a payment is still processing
Some payment methods take time to complete. A Pix payment completes when you make the transfer, and a bank debit, such as the SEPA Direct Debit that a subscription bought with Bancontact renews by, can take a few days.
- There is nothing to do while it processes. When you come back from checkout, the billing page tells you the payment is processing
- The plan or credits it pays for are added once the payment goes through: a credit pack's credits, or a new plan or renewal with its plan credits
- When you move to a higher plan, the new plan applies at once, and its extra credits for the rest of the billing period are added once the payment goes through
- If the payment fails, the credits it was for are not added
- If the first payment for a new subscription fails, the subscription does not start. We end it, so it is never charged, and your account stays as it was before you checked out: the Free plan, with the same credits and API keys. We email you, and you can choose a plan again in Settings → Billing, with a different payment method if you can
Getting help
For questions about a payment, email billing@kawaa.com. support@kawaa.com handles billing problems too.