Although subscription renewal is an automatic process, sometimes this process fails because of problems with your payment method.
The first thing that you should know is that if the system encounters a payment failure, it will make four subsequent payment attempts on different days.
The first attempt will be made later on during the same day. If this attempt fails, it will try again the following day. If this second attempt also fails, it will then try again 3 days later. If this third attempt is not successful, a fourth and final attempt will be made 3 further days later. It is important to note that if you cancel your subscription between one and another payment attempt, the system will not make any more attempts.
Let's see an example. Imagine that your subscription renewal has to be processed on May 14, however the system encounters a payment failure. The system will try the payment again on the same day, and if this fails it will then 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 16. If finally this third attempt is not successful either, a fourth attempt would be made 3 days later, in our example on May 19.
What if the payment is not successful on any of the four attempts?
If none of the four attempts are processed correctly, you will be automatically unsubscribed. In this case, you will receive an email notifying you of the failure in the subscription renewal, and will also receive a notification in your app.
Know that you will still have access to the chat with your therapist for two more weeks, in order to contact him/her as needed.
In the case of a payment failure, we advise you to investigate the problem as soon as possible, in order to avoid your subscription being automatically cancelled.
Can I re-subscribe?
Of course, when you are ready to resume therapy you can re-subscribe!
If you do it before the two week period has ended, when you still have access to your chat, it will be as simple as following these steps:
1. If you had a Weekly, Monthly or Bimonthly Plan
- Go to Settings
- Select the Subscription section
- Choose a subscription- Select the one you want.
2. If you had a Maintenance Plan or an Intensive Plan
- Speak with your therapist and ask them to send you the corresponding private link through the chat.
If you do it after the two week period has ended, when you sign back into your account you will speak again with Cloe. She 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.
I do not wish to renew my subscription. How can I stop the remaining payment attempts?
If it is the case that in fact you do not want to renew your subscription, and wish to stop the remaining payment attempts, you simply have to enter into your account, choose My Subscription, and select Cancel Subscription. The system will then paralyze the remaining attempts.