Fixing a Failed or Past-Due Payment

If a payment doesn't go through, your account may become past due and certain features can be restricted until the balance is cleared. This article explains what to expect when a payment fails and walks you through the steps to get your account current again.

Why Payments Fail

Most failed payments come down to one of a few common causes:

• The card on file expired or was replaced by your bank
• The billing address on the card doesn't match what your bank has on record
• Your bank flagged the charge and blocked it
• Insufficient funds or a credit limit reached
• The card was reported lost or stolen and a new one was issued

Dental Marketing Tool will send an email notification to the address on your account when a payment attempt fails. Keep an eye on that inbox, especially around your regular billing date.

What Happens to Your Account

After a failed payment, you will typically see a past-due notice when you log in. Depending on how long the balance remains unpaid, the platform may limit access to certain features such as outgoing text messages, campaign sending, or ad management. Your contact data, conversation history, and settings are not deleted. The restrictions lift as soon as the balance is resolved.

How to Fix a Failed Payment

1. Log in to Dental Marketing Tool and click Settings in the left menu.
2. Select Billing from the settings menu.
3. At the top of the Billing page you will see a past-due notice with the amount owed and the original due date.
4. Click Update Payment Method if the card on file is outdated. Enter your new card details and save them. See Updating Your Payment Method for a full walkthrough.
5. Once a valid card is saved, click Pay Now (or Retry Payment) to immediately charge the outstanding balance.
6. You will see a confirmation message and a receipt will be emailed to you. Any feature restrictions will be removed automatically.

If the Retry Still Fails

If you update your card and the charge still doesn't go through, try these steps before reaching out to support:

• Call your bank and ask them to approve future charges from Dental Marketing Tool. Banks sometimes block recurring software subscriptions automatically.
• Double-check that the billing zip code entered in your payment method matches exactly what your bank has on file.
• Try a different card if one is available.

If you have confirmed the card details are correct and the bank has no block in place, contact the Dental Marketing Tool support team directly. Include the last four digits of the card and the error message you see on screen so the team can help you quickly.

Keeping Payments on Track Going Forward

A few habits that help avoid future payment issues:

• Update your card in Settings > Billing as soon as your bank sends a replacement card, before the old one expires.
• Make sure the email address on your account is one you check regularly so billing notices reach you right away.
• Review your subscription details periodically so you know your billing date and what is included in your plan.

Once your payment is resolved and your account is back in good standing, everything will resume exactly where it left off. If you have questions about what your plan covers or want to make changes to it, the Understanding Your Subscription article is a good next step. If you are considering pausing or canceling instead, see Pausing or Canceling Your Account for your options.