Updating your payment method.

Where to update your card, and what happens when a payment fails.

Where to update

Dashboard, Settings, Billing, Payment method. Click Update card, enter the new details, save.

We accept Visa, Mastercard, and Amex. Local debit cards (e.g. EFTPOS-only) generally don't work for recurring billing.

Direct debit

We don't currently offer direct debit (BSB and account number) for SMB plans. Card only.

Updating before a card expires

Stripe (our payment processor) will warn you in the dashboard about 30 days before card expiry. You'll also get an email. Update at any time before the next billing date. We don't retroactively fail charges if the card is still valid on charge day.

When a payment fails

We try the card 3 times over 7 days:

Day 0: first attempt fails
Day 3: second attempt
Day 7: final attempt

If all three fail, we put the account into a grace state:

Widget still loads on your site (we don't black it out, wouldn't be fair to your customers)
Inbound SMS still received
Outbound SMS is paused: auto-replies stop firing, you can't reply from inbox
You'll see a banner in the dashboard asking you to update the card

How to recover from a failed payment

Update the card. We auto-retry within an hour of the update. If it succeeds, all features come back online immediately.

Changing card on annual plans

If you're on annual, your card is only charged once a year. You can still update it any time. We'll use whatever's on file when the renewal hits.

Tip. If you're switching cards (e.g. moved to a new bank), update the card in TapText before the old one is deactivated. Saves the failed-payment cycle entirely.