Failed payments and how to fix them

Your Resos subscription is charged automatically using your default payment method. 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. Retries depend on the payment method and the reason for the failure, 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 after the payment failure 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 another eligible payment method saved, it may be used for a later retry. Adding a backup does not immediately pay an outstanding invoice.

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

You can pay for your Resos subscription by credit or debit card, or by an eligible bank debit:

Payment method	Subscription currency	Bank account
SEPA Direct Debit	EUR	A SEPA-compatible account
Bacs Direct Debit	GBP	A UK bank account
ACH Direct Debit	USD	A US bank account

Link, Revolut Pay, Amazon Pay, Apple Pay and Google Pay may also appear. Availability depends on your currency, location, account and device. Checkout shows the methods available for your subscription; not every method is offered to every customer.

SEPA, Bacs and ACH are not available for subscriptions billed in DKK, SEK or CHF. Choosing a different website language does not change your subscription currency. PayPal is not currently offered for Resos subscriptions.

These options are for paying Resos. Payments your guests make to your restaurant use your separate Online payments setup.

Your saved methods are listed under Payment methods on the Billing page. If the method you need is not offered, contact us.

When a bank debit is still processing

Bank debits can take several business days to complete. Your subscription can be active while its invoice remains open and the payment is processing. This is not a failed payment, and you do not need to pay the same invoice again while that debit is in progress.

If the bank later rejects the debit, the failed-payment process applies and we email you with the next steps. If you cannot tell whether a payment is still processing or has failed, contact us before making another payment.

Update your payment method

You need owner or admin rights on the account.

1. Open Resos in a browser and go to Menu → Settings & add-ons → Account → Billing.
2. Click Manage payment methods to open Stripe’s secure billing portal.
3. Add an available payment method and set it as the default. The portal may offer a different selection from checkout.

Adding a method without setting it as the default does not automatically retry an outstanding invoice. Changing the default triggers a retry of eligible unpaid invoices; invoices with a payment already processing are not charged again.

For an unpaid invoice that is not processing, use Show & pay invoice on the Billing page or the link in your reminder email. If the method you want is missing or the payment still fails, contact us.

Note: Manage payment methods is hidden in the iOS app. Open your dashboard in a browser to change your payment method.

You can also see every invoice and its status on the same Billing page. 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.