Business account
What happens if a payment fails?
We email you and keep retrying the same card for about two weeks. Nothing changes during that time. If it still has not gone through, the venue is suspended: off search and the map, and no new stamps. Nothing is deleted, customers can still redeem what they hold, and paying the invoice brings it back.
A declined card is usually a bank being cautious rather than anything you have done, so one failure costs you nothing.
The two weeks
We email you the first time a payment fails, then keep retrying the same card for about a fortnight. Through all of it your venue runs exactly as before: customers collect, staff scan, offers stay up. You have the whole of that window to fix it, and updating the card on your billing page is enough.
If you run more than one venue, that card is shared across them, so the account owner is who updates it. An admin at a single venue updates it themselves.
If it still has not gone through
The venue is suspended at the end of the retries, and this is the point at which customers notice. Your venue comes off search and the map, and its page stops opening. The QR at your counter leads nowhere, and your staff can no longer add stamps or points.
Nothing is deleted. Your data is kept. Your customers keep their own accounts and wallets. A customer who already collects with you keeps their card, and can still redeem a reward or voucher they hold. Only collecting stops.
Getting it back
Pay the outstanding invoice and the venue returns by itself, usually within a minute or two, with everything back as it was. You do not need to contact us, and you do not sign up again. Your venue link never changed, so printed signage starts working again at the same moment.
That stays true for a good long while but not forever. Leave it long enough and the venue passes out of the window we keep a closed account for, and then coming back means a fresh signup. If you are not sure whether yours is still inside it, ask us before you pay rather than after.
Common questions
How many times do you try the card?
Up to eight attempts, spread over about two weeks.
Will my customers notice?
Not during the retries. Stamps, scans and offers all carry on exactly as before.
How do I fix it before the two weeks are up?
Update the card on your billing page. The next retry uses the new one, or you can pay the open invoice directly from the link in the email. If you run more than one venue the card is shared across them, so the account owner is who updates it.
Do I lose my data if the venue is suspended?
No. Your data is kept, and your customers keep their own accounts and wallets.
What do my customers see once it is suspended?
Your venue is no longer in search or on the map and its page does not open. Customers who already collect with you keep their card, marked closed, and can still redeem a reward or voucher they hold. They cannot collect anything new until you are back.
Is this the same as closing my venue?
It reaches the same state, but you are not charged an exit fee and there is nothing to confirm. Paying the invoice reverses it.
Related terms
- Lifecycle stateWhere a venue sits in its life: pending review, active, suspended, declined.
- Subscription bandThe price step a venue sits on, set by its active loyal customer count.
- Free start periodEvery new venue is free for its first 30 days, then until its first bill on the 8th. Granted once per venue.
Still stuck?
Send us the details and we will pick it up. The form opens with "Business account" already selected.