Card payment problems

This page explains what happens when a card payment for a Magic Suite Subscription fails, or when a card payment is disputed with the card issuer, and what to do about it. It applies only to Subscriptions you pay for by card.

When your card is about to expire

If the card on file will have expired before the next renewal, the Subscriptions page shows a warning, and the card's badge on the Billing tab says Expiring. Select Update card or manage billing and add a new card before the renewal date, and the failed payment never happens.

When a payment fails

A renewal payment can fail if, for example, the card has expired, has been cancelled, or the bank declines it. When that happens:

• Stripe, our card payment provider, tries the payment again over the following days
• Each Tenant Admin is emailed every time a payment attempt fails, with the subject We could not take payment for your Magic Suite followed by the product. The email says when Stripe will try again, and until when your Subscription continues
• The Subscriptions page shows A card payment has failed and is being retried, and the card's badge on the Billing tab says Payment failing
• Your Subscription carries on working as normal for a grace period of 14 days from the first failed payment

What to do

1. In the Admin app, go to Tenant, then Subscriptions, then the Billing tab
2. Select Update card or manage billing, and change the card. Stripe uses the new card for its next attempt
3. Once the payment succeeds, the notice and the Payment failing badge go away, and the Subscription renews as normal

If the payment is still not made

If no payment has succeeded by the end of the grace period, the Subscription ends, and your Tenant loses what that Subscription gave it. To start again, buy the Subscription again, as the Buying by card page explains, or contact us.

Disputing a payment (a chargeback)

If you think a card payment to Panoramic Data is wrong, contact us first at support@panoramicdata.com, so that we can look into it.

If a card payment is instead disputed with the card issuer, which is called a chargeback, your Tenant is suspended automatically as soon as we are told about the dispute:

• None of your Tenant's users can sign in to Magic Suite
• Your Tenant's scheduled work, such as scheduled reports, stops

Panoramic Data is told at once. To have your Tenant reinstated, contact us at support@panoramicdata.com. A person reviews the dispute and reinstates the Tenant once it is resolved. Reinstatement is never automatic.

Contacting us

For anything about a card payment, email support@panoramicdata.com, and include your Tenant's name. Never send your card details by email: we never ask for them.