What to do when your Zelun subscription payment fails

If Zelun cannot charge the payment method on your subscription, it does not stay silent until the subscription ends. It tells you right away, keeps reminding you while the payment is still unpaid, and tells you when the payment goes through. This is about your own Zelun subscription, not about payments your clients make to you.

While the payment is unpaid, your account keeps working. Your plan, the number of bookable people you are allowed and your access stay exactly as they were. The notices are there so a card that expired or was declined does not go unnoticed until your subscription is cancelled.

1. A working payment method. Have the card you want to use ready.
2. Access to billing. Updating the payment method needs a person allowed to manage billing for the company. See the article on plans and billing.
3. A reachable email address. The notices go to the people chosen in your notification settings, and to the owner by default. These notices are critical ones: they always reach the owner, even if everyone has switched them off. If Zelun cannot find anyone to send a notice to, nothing is delivered and it tries again the next day, so check that your owner email is correct.

When a payment fails

1. You receive a notice titled Your Zelun payment failed by email (or Falló el pago de tu suscripción de Zelun in Spanish), and the same message appears in the bell labelled Notifications. It says Zelun could not charge your payment method, that your account keeps working for now, and asks you to update your payment method. The email includes an Update payment method link to your billing section.
2. An amber banner at the top of the screen says your subscription payment failed and that your service continues while you fix it. It has an Update payment method link to your billing section. It stays while the problem is active, and it never says your access has expired.
3. Open Billing and press Manage billing to open the payment portal.
4. Update your payment details there.

If you set your subscription to cancel

1. When your subscription is set to cancel at the end of the paid period, the same banner area tells you the date. You keep full access, including creating and editing records, until that date.
2. After that date your data stays readable, but creating and editing stops until you subscribe again.

If the payment stays unpaid

1. While the subscription remains past due, Zelun sends a few follow-up emails over the following days: first a reminder titled Reminder: please update your Zelun payment method, then a later reminder, and finally a message titled Final notice: your Zelun subscription may be canceled.
2. Each of these is sent once. If a day is missed for any reason, only the latest one that is due is sent, never several at once.
3. The final notice warns that if the payment is not resolved, your subscription may be canceled. Fix the payment method as soon as you see any of these. If the subscription does end, see the article on what happens when your plan ends.

When it recovers

1. Once the payment goes through and the subscription is active again, you receive Your Zelun payment went through and the notice Subscription payment received appears in the bell.
2. The banner disappears and the reminders stop. The recovery notice is only sent if you had already been warned about the failed payment.

Your clients do not see any of this. The notices and the banner are for you only, and a past-due payment does not change your plan or stop your bookings. Their appointments, confirmations and reminders carry on as usual.

• Ignoring the first email because everything still works. The account keeps working for now, but the reminders and the final notice mean the subscription can be cancelled if the payment is never resolved.
• Waiting for a reminder before acting. You can update your payment method as soon as the first notice or the banner appears.
• Having no email on file. If no recipient can be found, nothing is delivered. The in-app banner still shows the problem.
• Using messaging credits to cover it. The notices do not use credits, and credits do not pay your subscription.
• Expecting a recovery email for any payment. It is only sent after a failed payment that was already notified.
• Expecting the emails to continue after cancellation. Once the subscription is cancelled, Zelun stops sending them.

The linked articles explain your plan and billing screen, and how account alerts and notification settings work.