If your payment fails, your team locks until the payment is resolved. SendX retries failed payments automatically, but you may need to update your card or complete authentication.
When you'll need this
Read this if you've received a payment failure notification, your team is locked due to billing issues, or you need to update your payment method.
What happens when a payment fails
Your team locks immediately
You see an in-app notification explaining the failure
A banner appears prompting you to update your payment details
You cannot send emails until payment succeeds
Your data remains safe. You can still log in, view contacts, and access analytics. Only email sending is disabled.
Why payments fail
Common reasons include:
Insufficient funds: Your card doesn't have enough balance
Expired card: Your card's expiration date has passed
Card declined: Your bank rejected the transaction
3D Secure (3DS) authentication required: Your bank requires you to verify the transaction
Incorrect card details: The card number, CVV, or billing address is wrong
How SendX retries failed payments
SendX uses Stripe's smart retry system. After an initial failure, Stripe automatically retries on:
Day 3
Day 5
Day 7
If any retry succeeds, your team unlocks automatically. You don't need to do anything.
How to fix a failed payment
Step 1: Check the notification
The in-app banner and email notification often indicate why the payment failed. This helps you know what to fix.
Step 2: Update your payment method (if needed)
Go to Profile dropdown → Team Billing
Find the payment method section
Click to update your card details
Enter your new card information
Step 3: Retry the payment
After updating your card, you can retry the payment from the billing page. If successful, your team unlocks immediately.
Step 4: Complete 3DS authentication (if required)
Some banks require 3D Secure verification. If this is the issue:
You'll see a prompt to authenticate
Follow your bank's verification process (usually a code sent to your phone)
Once verified, the payment completes and your team unlocks
Troubleshooting checklist
If your payment keeps failing, check these:
Card balance: Ensure sufficient funds are available
Card expiration: Verify your card hasn't expired
Billing address: Make sure it matches what your bank has on file
International transactions: Confirm your bank allows international charges (Stripe may process from a different country)
Card limits: Check if you've hit a daily or monthly spending limit
Bank blocks: Contact your bank to ensure they're not blocking the transaction
Important notes
Team lock is immediate. Once payment fails, sending stops.
Automatic retries happen in the background. You may be unlocked without action if a retry succeeds.
Updating your card doesn't auto-retry. After updating, you may need to manually retry from the billing page.
Scheduled campaigns won't send. If your team is locked when a campaign is scheduled, it won't go out.
Common questions
My card works everywhere else. Why is it failing here?
Some banks flag recurring international transactions. Contact your bank to authorize charges from Stripe or SendX.
I updated my card but my team is still locked. What now?
After updating, go to Team Billing and look for a retry payment option. The update alone doesn't trigger a new charge attempt.
Will I lose my data if payment fails for too long?
No. Your data remains intact during payment failures. However, you won't be able to send emails until payment is resolved.
Can I use a different payment method like PayPal or bank transfer?
SendX currently accepts credit and debit cards through Stripe. Alternative payment methods could be requested from support.