Failed payments and keeping your account in good standing

A failed payment isn't an emergency — Pledgix is built to give you time and multiple chances to fix it before anything is interrupted. Here's the exact sequence, so you know what happens when and how to get back to good standing fastest.

Automatically billed invoices — the retry ladder

For invoices charged to your saved payment method, a decline kicks off an automatic recovery sequence:

1. The first attempt fails. You receive an email — "Action needed: payment issue on your Pledgix subscription" — and a banner appears at the top of your Billing tab: "A payment didn't go through."
2. Your services keep running. A 72-hour grace period starts. Nothing is interrupted during it — one overnight card decline never cuts a service.
3. Pledgix retries automatically — about 2 days after the first attempt, and again about 5 days after it. Three attempts in total.
4. If a retry succeeds, you get a "You're all set — payment received" email and everything simply continues. Done.
5. If every attempt fails, your Pledgix services are suspended and you receive "Your Pledgix services have been suspended." The invoice stays open, waiting to be paid.

Tip: You never have to wait for the next scheduled retry. Saving a working card in the Card on file section retries every open invoice billed to your saved payment method on the spot — it's the single fastest way out at any point in this sequence. The Fix payment method button in the banner takes you straight there.

What "suspended" means — and doesn't

Suspension pauses your Pledgix platform services. It is deliberately conservative:

• Restoration is automatic. The moment an outstanding invoice is paid — via a retry, the Retry button, or the invoice's payment page — your account returns to good standing and services resume on their own. No call required, no reactivation fee.
• Suspension is about your service subscription with Pledgix — it is not a penalty mechanism aimed at your donors.

Pay-by-link invoices — the reminder schedule

Invoices sent for you to pay yourself (rather than charged automatically) are never retried against your card — instead, you get a courteous reminder sequence around the due date (14 days after issue, unless your invoice says otherwise):

| When | Email | |---|---| | 3 days before the due date | "Reminder:" — a heads-up that payment is coming due | | On the due date | "Due today:" | | 3 days past due | "Past due:" | | 7 days past due | "Past due:" — and an invitation to reply if something looks wrong | | 14 days past due | "Final notice:" — the last automated email |

Each reminder contains the same View & pay invoice button, so paying is always one click away. After the final notice, follow-up moves to a human on our team, and an invoice unpaid for an extended period is flagged past due in your history for personal follow-up.

Tip: If a reminder arrives for a charge you believe is incorrect, don't just let it age — reply to the email. Questions raised in good faith are handled without drama; see Disputed or incorrect invoice — what to do.

Your recovery playbook

Whatever stage you're at, recovery is the same three steps:

1. Open the Billing tab and look at your Open balance and any red banner.
2. Fix the payment method if the card expired or the account changed — open invoices retry automatically the moment you save.
3. Or pay directly: Retry on an automatically billed invoice, or View & Pay on any open invoice.

The instant your balance clears, emails stop, banners disappear, and suspended services resume — automatically.