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 business account keeps working, your data stays safe, and Dext tries the payment again for you.
Note: This article applies to businesses who pay for Dext directly. If you subscribed through the Apple App Store or Google Play, your payments are handled there. Go to Manage a Dext subscription bought through the App Store or Google Play
Will I lose access to my account?
You won't lose access while Dext tries the payment again. You and your team can keep using Dext as normal, and nothing is deleted.
Business Admins see a message at the top of the page that the payment didn't go through, which stays until a payment succeeds.
How to fix a failed payment
To fix a failed payment, check that your payment details are up to date:
Update your payment details: if your card has changed or expired, add your new card. If you're billed in GBP, AUD or EUR, you can also switch to Direct Debit. For the steps, go to How to manage billing details for your Dext business account
Check with your bank: if your details are correct, your bank may have held the payment back. They can tell you why.
When you save a new card or switch to Direct Debit, Dext tries the payment again straight away. You don't need to wait for the next attempt.
When does Dext try the payment again?
Dext tries a failed card payment again automatically, up to 4 times:
Attempt 1: on your billing date
Attempt 2: 3 days after the first attempt
Attempt 3: 5 days after the second attempt
Attempt 4: 7 days after the third attempt
That gives you about 15 days to update your details. Your account keeps working the whole time.
If you pay by Direct Debit, Dext makes 1 payment attempt. A Direct Debit payment usually takes up to 7 working days to go through, and your account keeps working while it does.
What happens if the payment doesn't go through in the end?
If every payment attempt fails, Dext cancels your subscription, and your account expires. For card payments, that happens after the 4th attempt. For Direct Debit, it happens after the single attempt. You'll get an email with the subject "Your Dext Account Has Been Suspended".
Your data is still there. You can log in and download it at any time. Dext also issues a credit note for the unpaid renewal invoice, which you'll find in your Sales inbox.
Getting back up and running is quick. Buy a plan and it's active straight away, even if you pay by Direct Debit. For the steps, go to How do I reactivate my expired Dext business account?
Frequently asked questions
Below are answers to common questions about failed subscription payments.
What does "We couldn't process your payment" mean?
The "We couldn't process your payment" message means your last subscription payment didn't go through. Your account still works as normal. Update your payment details and Dext tries the payment again straight away.
I've updated my payment details. When will the message go away?
The message goes away once the payment succeeds. Dext tries the payment again as soon as you save a new card or switch to Direct Debit. A Direct Debit payment can take up to 7 working days. You can keep using Dext while you wait.