Failed payments and how to fix them

Your Resos subscription is charged automatically to the card on your account. When that charge does not go through, nothing breaks immediately: you get an email, the charge is attempted again, and you have time to fix it.

What happens after a failed charge

We email the billing contact on the invoice to say the payment was unsuccessful, with a link to update your billing details. Stripe retries the card on its own schedule, and the reminder campaign sends more than one message for the same invoice.

Reminder emails go to the billing contact email on the invoice, which is not always the email you log in with. If that address is old, or is not a user on the account, the reminders may never arrive. Check it under Menu → Settings & add-ons → Account → Billing and update it if it looks wrong.

If the invoice is still unpaid, the reminders get more direct. The email tells you the deadline, which is normally 14 days from the day the invoice was issued unless we have agreed a longer window with you.

At the deadline the account is locked, not canceled. Locked means the dashboard only opens the billing pages until the invoice is settled; your booking page keeps taking reservations as normal. The subscription itself is only canceled if the invoice is still unpaid about two months after the invoice was issued.

If you use SMS notifications, they stop from the first failed payment, not at the deadline.

If you have more than one card saved, we try the next one at the next scheduled retry, not immediately. Keeping a backup card on the account is the simplest protection.

There is no setting to switch off payment-failure emails. They stop once the invoice is paid or credited, not before.

If the invoice can no longer be paid, write to us and we can issue a replacement invoice for the same amount.

Note: A payment can fail even when there is money in the account. Banks decline recurring card charges for their own reasons, and a card that was replaced, expired, or blocked after fraud will fail no matter the balance.

Which payment methods you can use

Your Resos subscription is paid by card. Credit and debit cards both work, and Apple Pay and Google Pay count as card payments, so they work too where your device offers them. We do not take bank transfer, direct debit or PayPal for the subscription, and that is the same on monthly and on yearly billing. The cards saved on your account are listed under Payment methods on the Billing page.

If paying by card is not workable for your business, write to us at hi@resos.com and tell us what you need, and we will let you know what is possible.

Note: Manage payment methods is hidden in the iOS app, because Apple does not allow linking out to a subscription payment page. Open your dashboard in a browser to change your card.

Update your card

This is the fix in most cases, and you can do it yourself. You need owner or admin rights on the account.

1. Go to Menu → Settings & add-ons → Account → Billing.
2. Click Manage payment methods. This opens Stripe’s secure billing portal in a new tab.
3. Add the new card and set it as the default.

Adding a card is not enough on its own. The outstanding invoice is retried automatically only when you replace the existing default card with the new one. If you simply added a card, pay the invoice from the Show & pay invoice button on the Billing page or from the link in the reminder email, or ask us to run the charge.

You can also see every invoice and its status on the same Billing page, the quickest way to check what is genuinely outstanding. See the administrative setup guide for what else lives there.

You need more time

If you are waiting for a new card after fraud, a lost card, or a blocked business account, tell us. We can give you time to sort it out, and you keep using the system while you do. Write to hi@resos.com before the deadline in the reminder rather than after it.

You believe the invoice is already paid

Reply to the reminder, or write to us, with the date you paid and any payment reference you have, and we will check it against the account. If you see an error message you do not recognize when logging in or paying, send us a screenshot of it.

Reminders after you canceled or paused

Canceling or pausing stops future charges. It does not cancel an invoice that was already issued, and reminders for that invoice keep going out until it is settled or we credit it. Two things to check:

• Each restaurant profile is billed separately. If you run more than one, pausing or canceling one does not touch the others.
• Activating a paid add-on creates a charge of its own, even while you are running out the remainder of a canceled subscription.

If you think an invoice should not have been issued, write to hi@resos.com with the invoice number and we will look at it.

If the account is already locked

Unlocking is self-service. The page you are redirected to carries a Show & pay invoice button, and access returns automatically once the payment goes through. Write to us only if that button does not lead anywhere.