Payment failed or program paused

A failed payment does not stop your program right away. Here is the timeline.

Payment failed: 14 days to act

• You receive an e-mail "Payment declined for your Fidz plan" and, at the top of the app, a red banner for the owner only: "Payment failed". The payment is retried several times.
• During these 14 days, everything carries on: stamps, sign-ups, messages.
• Update your card in Business → Account and subscription → Payment method ("Manage"). As soon as a payment goes through, the account is back to normal and you receive "Payment received: your program is active".
• A last attempt is announced by the e-mail "Last payment attempt before your program pauses".

Program paused

With no successful payment after 14 days, the subscription is stopped and the program is paused. The same happens at the end of a cancelled subscription, or when the trial never started.

• For you: the dashboard locks. Only Business → Account and subscription stays open to the owner, to reactivate. Your employees see a screen saying the account is paused.
• Adding stamps is refused ("This program is paused…"), and so is signing up new customers ("This loyalty program is currently unavailable").
• Broadcasts and automatic messages stop going out. A broadcast is refused, only a draft can be saved, and a scheduled card publication does not run.
• For your customers: their card stays in their Wallet, with their stamps and balance, but no longer updates.
• Giving a reward already earned stays possible from the installed scanner (fidz.app/staff): the block only applies to new stamps.

Reactivating

1. Sign in as the owner: the lock screen takes you to Business → Account and subscription, where a banner "Your subscription has ended" invites you to pick a plan.
2. Pick a plan and pay: the program switches back on at once, with the same customers, cards and balances.
3. You have 30 days. After that, the account and its data are permanently deleted; two reminder e-mails arrive 20 days, then 5 days before.