What happens if your subscription payment fails

If a subscription payment fails, nothing is deleted. Your account keeps working in a limited way until the payment goes through, and this article explains exactly what stops and what does not.

One-line goal

Understand the read-only period after a failed subscription payment, and get out of it.

Before you start

• Only the account owner can change the payment method.
• Nothing is deleted at any point. Every property, tenant, lease, document and money record stays exactly as it was, and reading them keeps working normally throughout.
• Your tenants are not affected. See "What your tenants can still do" below.

What happens, in order

1. A payment fails. We keep trying, and the account owner gets an email about it.
2. You get a grace period of a week. During those days nothing changes at all.
3. After the grace period the account goes read-only. You can still open and read everything. Saving changes is refused with a message that says the account is read-only because a Wealthru subscription payment failed.
4. The moment payment goes through, everything unlocks. There is nothing to restore and no waiting period.

What stops while the account is read-only

• Adding or editing properties, units, tenants and leases.
• Recording money: charges, payments, expenses, deposits, refunds and imports.
• Sending communications, reminders and notices.
• Changing account settings, including the account-wide notification defaults.

What keeps working

• Reading everything. Every page, every report, every download.
• Billing. The Billing page stays fully usable, because that is how you fix this.
• Your own account. Your name, email and password, your own notification choices, your inbox, and the devices you get notifications on.
• Your data. You can export your data and you can delete your own account. Neither is ever held behind a payment.
• Unsubscribe requests. If someone asks to be taken off your emails or texts, you can still record it. Recording a new consent is paused until the account is unfrozen.

What your tenants can still do

A tenant is never affected by your subscription. While your account is read-only they can still:

• pay their rent, including by card and by pre-authorised debit,
• start, change or cancel automatic payments,
• report a maintenance issue, add photos, comment and reopen a request,
• give notice that they are moving out,
• and message you.

Automatic rent collection also keeps running on its normal schedule, so nobody falls into arrears because of a problem on your side.

Steps to restore full access

1. Open Billing. Go to Billing from the menu.
2. Update the payment method. Enter a card that works. If the card is fine and the payment still fails, your bank may be blocking it, so call them before trying again.
3. Check the banner is gone. Once the payment succeeds, the past-due banner disappears and saving works again immediately.

Troubleshooting

• "This account is read-only ... ask the account owner." You are a property manager or an investor owner. Only the account owner can open Billing, so pass the message on to them.
• A teammate can read but not save. That is the same read-only period. It lifts for everyone at once when the payment goes through.
• A tenant says they cannot pay. That is not this. Check the tenant's own payment method and the payment settings on the account, because the read-only period does not touch tenant payments.

Related

• Manage arrears and payment plans
• Delete your account