A failed payment is common and usually easy to fix. It often happens because a card has expired, a new card has been issued, or the bank has held the payment back. Your practice keeps working while Dext tries the payment again. Updating your details as soon as you can keeps everything running for your team and your clients.
Will my team lose access straight away?
Your team won't lose access straight away. Everyone keeps working in your practice and your client accounts while Dext tries the payment again.
Practice Admins see a message at the top of Dext that the payment didn’t go through, and get an email after each failed attempt.
How to fix a failed payment
To fix a failed payment, make sure the next attempt can go through:
Update your payment details: a Practice Admin can update the card or bank details in Practice settings > Subscription > Billing Details > Edit payment method. For the steps, go to How to manage billing details for your Dext practice
Check with your bank: if your details are correct, your bank may have held the payment back. They can tell you why.
Dext uses your new details at the next scheduled attempt, so there's nothing else you need to do. If you'd rather pay the outstanding amount sooner, or switch from Direct Debit to card, contact your account manager or the Dext support team
When does Dext try the payment again?
Dext tries a failed payment again a few times, in case the problem is temporary. Update your details as soon as you get the "Your payment has failed" email, so the next attempt goes through.
If the attempts keep failing, Dext might suspend your practice, and later cancel your subscription. In most cases, Practice Admins get an email before it happens.
What happens if my practice is suspended?
If the payment attempts keep failing, Dext might suspend your practice. Suspension pauses access, but nothing is deleted and your clients stay connected to your practice. While your practice is suspended:
Your practice: your team can't access your Dext practice account.
Clients your practice pays for: their users can't access their Dext accounts.
Clients who pay for their own subscription: their users keep their access.
When your team attempts to log in, they see a message that your account has been suspended, with a prompt to contact support.
How do I get my practice back up and running?
To get your practice back up and running, email the Dext accounts receivable team at arcollections@dext.com to arrange payment. This is the same address as in your suspension email. Once your payment is arranged, your services will be reactivated and your team can log in again.
What happens if the final payment attempt fails?
If the final payment attempt fails, Dext cancels your practice subscription. Your clients stay connected to your practice, and their data isn't deleted.
Clients your practice pays for lose their paid access, while clients who pay for their own subscription keep it.
Your practice stays suspended after cancellation. To reactivate your practice subscription, email arcollections@dext.com
I’ve paid. Why can’t I log in to my practice yet?
If you’ve paid but still can’t log in, your practice is still suspended. Paying the outstanding amount doesn’t lift a suspension on its own. The Dext accounts receivable team lifts it once they’ve matched your payment to your account. Email arcollections@dext.com to let them know you’ve paid, and they’ll reactivate your practice.