We understand that sometimes there can be reasons out of your control that can affect payments. Issues with card expiration dates, changing banks, and many other situations can cause complications with payments.
While we can't fix many of these issues for you, we are happy to help with what we can and make sure you have the time to resolve any issue without losing access to the training you need! The information you'll find here will cover what happens if there is a problem with an automatic renewal payment. Please see this article for payment failures for Trials and Reactivation charges.
NOTE: If you have a Team/Enterprise Account, please contact our Customer Success Team and they will be happy to assist you. The details on this page may not apply for some Team Accounts.
Initial Payment Attempt Fails for Renewal
If there is a problem with your payment for a renewal charge, we will send you an email notification to let you know we were not able to collect the payment. At this point, you haven't lost access to any content or features, and no changes have been made to your account.
Instead, we provide a few days of leeway for you to sort out any issues with the payment and automatically retry the renewal for up to 4 total transaction attempts (1 normal attempt, 3 retries). Each attempt is spaced 1 day (calendar, not business) apart to allow time for updates to be processed.
After each payment attempt we will send you an email with information about the transaction and instructions on updating your payment method. The email will also include the day and time of the next payment attempt and contact information if you need some help or have any questions.
Second and Third Payment Attempts
If the second and third payment attempts also fail, additional emails will be sent out with information on their respective payment attempts. The Third payment attempt notification will include 'FINAL WARNING' in the subject to make sure you see it! If you receive this email and need some more time to sort out the issue, please contact us so we can work with you on a solution and make sure your studies are impacted as little as possible.
Payment Problem Resolved
If you resolve the issue with your payment any time before the fourth payment attempt, the next automatic attempt will collect the amount due and mark your account as renewed. This does NOT change your next payment date or renewal status. The next renewal will still be based on the time and day of the initial payment attempt.
Once the payment has been made, no further notifications will be sent out. Because of the grace period for the payments, no changes need to be made to your account and you can resume studying immediately!
Four Payment Attempts Fail
If, after four attempts, we are unable to collect the payment your account will be downgraded to the Free Community Edition. This will limit your access to most courses and features, but all your progress and account history are saved for easy reactivation.
Once you are on the Community Edition, your current plan will be lost! Reactivating after the 4th payment attempt will require you to choose a new plan from the current options and any grandfathered plans or promotional rates will no longer be available on your account.
Any servers associated with your account will be re-purposed and removed within two days of the downgrade. This is permanent and unrecoverable. If you reactivate after the servers have been removed from your account, we are not able to restore or recover any information from them.
Cancel Further Payment Attempts
Please Note: Using the automated cancellation method will NOT prevent the automated attempts to collect payment once the first payment attempt has been made. You MUST contact our support team if you do not wish further payment attempts to be made.