As you already know, to pay for your resubscription in principle you do not have to do anything since it is an automatic process. But sometimes this process fails because of problems with your card.
How does the automatic renewal system work in case of payment failure?
The first thing you should know is that if the payment fails, the system will make four payment attempts on different days. Let's see an example:
If your resubscription has to be processed on May 14, the system will try the payment on the same day, but if it fails, it will try again on the following day, May 15. If this second attempt also fails, it would try again 3 days later, in this case on May 18. And if finally, this third attempt is not successful either, a fourth attempt would be made 5 days later, in our example on May 23. If none of the four attempts are processed correctly, you would automatically be unsubscribed. And if you cancel your subscription between one and another payment attempt, the system will not make any more attempts.
In the meantime, you will receive an email notifying you on the failure in the resubscription, and you will also get a notification in your app.
We advise you solve the problem as soon as possible, whether it is due to insufficient funds on the card, or because the card has expired or any other problem for which you might need to contact your bank. If you estimate that you will not be able to solve the problem on time and you have someone you can trust, they may promptly let you pay with their card, which you would add in your Payment Methods section, in the Subscription tab of your Settings.
Bear in mind that even if we wanted to, since it is an automatic system, we cannot stop this chain for you to solve the problem.
And if the payment is not successful in any of the four attempts?
If none of the four attempts were processed correctly, you would be automatically unsubscribed and you would be notified in your app. Know that you would still have access to the chat with your therapist for two more weeks and you would be able to contact them if you need to.
Of course, when you fix your problem you can resubscribe. How?:
If you do it within the two weeks period when you still have access to your chat, it will be as simple as following these steps:
- a) If you had a Weekly, Monthly or Bimonthly Plan: go to Settings -> Subscription -> Choose a subscription -> Select the one you want.
- b) If you had a Maintenance Plan or an Intensive Plan, ask your therapist to send you the corresponding private link through the chat.
If you do it after this time, when you sign back into your account you will speak again with Cloe, who will recognize you as a former patient and offer you the possibility to make an appointment with your previous therapist or with a new one.
Actually, I did not want to renew and I prefer to stop the remaining attempts...
If this is the case, it is as simple as processing your cancellation so the system paralyzes the remaining attempts.