---
title: A payment failed or needs confirming
description: What to do when a payment for your plan is declined or your bank asks you to confirm it, and how long you have.
search:
  keywords: [payment failed, card declined, past due, overdue, 3d secure, bank confirmation, authenticate payment, failed charge, retry payment]
related:
  - /plans-billing-and-trial/account-suspended-for-payment
  - /plans-billing-and-trial/payment-method-and-invoices
  - /contact
---

When a payment fails, you keep full access for 7 days while you fix it. Relivo emails you with the amount and the date your account will be suspended if it stays unpaid.

There are two kinds of failed payment, and the email says which one you have:

- Declined: the card didn't work. Update your card, and Relivo charges it straight away.
- Needs confirming: your bank wants you to confirm the payment, a security check some banks run. Your card is fine, and you only need to confirm it.

## Fix it

1. **Open the payment screen**

    Click the button in the email. It opens a screen in Relivo for this payment. You can also open **Settings** > **Billing** on the web at my.relivoapp.com, where a notice says **Your last payment failed**. Its **Update payment** button opens your subscription page on Stripe, where you can change your card.

2. **Pay**

    If the card was declined, click **Update card and pay** and enter a card. If your bank wants confirmation, click **Confirm payment** and confirm it in the tab that opens. To use another card instead, click **Use a different card**.

3. **Wait a moment**

    The screen waits for the payment and takes you back into Relivo as soon as it's through. If you paid some other way, click **I've paid, check again**.

The new card becomes the one you pay with from then on, so next month's payment uses it too.

:::warning
If the payment is still overdue after 7 days, your account is suspended until it's paid, and your property microsites and lead forms go offline. Nothing is deleted. Relivo emails a reminder a couple of days before. See [Account suspended for an overdue payment](/plans-billing-and-trial/account-suspended-for-payment).
:::