Billing
What happens if a payment fails
Three days of full access, then sending and AI pause while the charge is retried daily for up to 30 days, with nothing deleted
2 min readUpdated 30 September 2026
If a subscription charge fails, at the end of your trial or on a renewal, ClientTurn does not switch you off straight away.
This page is about your subscription. If a one-off purchase fails (a top-up, an AI credit pack or a voice minute pack), nothing else changes: the pack is simply not added, and your subscription, sending and voice carry on as normal.
The timeline
| When | What you can do |
|---|---|
| Days 0–2 after the first failed charge | Everything, including voice calls. Full access, so a card that expired over a weekend does not stop your follow-up |
| Day 3 onwards | Sending, AI and voice calls are paused. New leads keep arriving and are stored. The inbox and every record stay readable. Queued messages are held, not dropped, and go out as soon as payment clears |
| Every day, for up to 30 days | The charge is retried once a day. Retrying stops the moment a payment succeeds |
| Day 25 | A final warning notification before cancellation |
| After the 30th failed retry | The subscription is cancelled and the workspace becomes read-only: data intact and exportable, no sending or AI |
Fixing it
- Step 1: Open Settings → Billing & Usage.
- Step 2: Update your payment method.
- Step 3: Once a charge succeeds, full access returns straight away and retrying stops.
You get a billing notification when the first charge fails, when sending is paused, with the final warning, and when payment is received. Each links to where you can update your card.
If your bank asks you to confirm a payment
Some cards need you to confirm a payment (3-D Secure) before it can be taken. When that happens you get a notification with a link to Stripe's secure page to confirm it. Nothing is paused while you do; if it stays unconfirmed, the timeline above applies.
After cancellation
A cancelled workspace stays read-only for 90 days: you can see and export everything, and re-subscribing restores it exactly as it was. There is no second free trial. After 90 days the workspace and its lead data are deleted, as our privacy policy sets out. A dedicated phone number is released 14 days after the subscription ends; re-subscribe with voice before then to keep it. The dates are shown under Settings → Billing & Usage → Subscription status.
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Still stuck?
Customers can raise a ticket from the help button inside the app. Not a customer yet? Talk to us.