When a payment fails
What happens the moment a charge is declined, and how to get back in.
Cards expire and banks decline things. It happens to everyone eventually, so it is worth knowing exactly what RareSync does when it happens to you.
Access stops straight away
There is no grace period. The moment your card provider tells us the charge was declined, your subscription is marked overdue and the paid parts of RareSync close.
A red banner appears across the top saying your payment is overdue, with an Update payment method button. RareSync then takes you to Billing and holds you there. Every other screen sits behind a box saying the same thing.
The Owner of the workspace also gets an email, subject "We could not take payment for RareSync".
What stops
In practice, everything you pay for. Adding and editing items, uploading photos, everything the AI does for you, and sending your catalog to Square or Shopify.
Browsing the catalog stops too, because the app keeps you on Billing until this is sorted.
What keeps working
- You can sign in as normal.
- Billing is always reachable and is never covered up. It is the one screen the block leaves alone, because it is where you fix this.
- You can sign out. There is a button for it in the box.
Nothing is deleted
Your items, photos, descriptions and store connections sit exactly where you left them. Nothing is removed, hidden or downgraded while the payment is outstanding.
When the payment goes through, the banner clears and everything opens back up as it was.
Fix it
- Open Settings, then Billing.
- Check the card we have under Card on file.
- If the card is fine, ask your bank whether they blocked the charge. Online subscription payments are a common thing for a bank to stop.
- If the card needs replacing, email support@raresync.com. See Update your card.
Stuck on any of that? Email us. There is no clock to run down here, so the sooner you get in touch the sooner you are back in.