Your Bookly plan payment failed: retries, 7 days of access and 3-D Secure

If a charge for your Bookly plan fails, the plan stays on for 7 more days, and Bookly tries the charge again on day 1, 3 and 5. Pay with the “Pay” button in the “Plans & Billing” tab; without a payment the salon moves to Basic, and your data stays.

What happens after a failed charge

• The plan stays on for 7 more days after the paid period ends. The “Plans & Billing” tab shows “Payment failed. Access until {date}.” and an “Unpaid” badge; the CRM shows a “Payment failed.” banner.
• Bookly tries the charge again on day 1, 3 and 5 — each time at least an hour before the 7 days run out.
• There are no retries if the bank declined for good (you then get a “Please add a new card” email) or asked you to confirm the payment (3-D Secure).
• After a failed charge you get a “Your payment didn’t go through” email: when the next try is and until when your access stays.
• If no payment arrives within 7 days, you get a “Your plan has ended” email, and the salon moves to the free Basic plan. Your bookings, clients and pages stay, but Basic limits apply.

If you pay each period by link

With WayForPay nothing is charged by itself. If the link for the next period isn’t paid in time, the “Plans & Billing” tab shows “The period is not paid. Access until {date}.”, and the plan stays on for 7 more days. We remind you by email the day before access ends. Pay with the “Pay” button in the tab or in the CRM banner, or by the link in the email.

How to do it

1. Open the “Your payment didn’t go through” email and choose “Pay now”. You can use any card on the payment page.
2. Or open “Settings” → “Plans & Billing”: it shows “The period is not paid. Access stays until {date}” and a “Pay” button. In the CRM, the “Update card” button on the “Payment failed.” banner opens the same tab.
3. Once paid, the plan renews and the “Unpaid” badge goes away.

With plata by mono there’s no separate card change: the card you pay with is saved, and the next charges go to it. With WayForPay we don’t keep a card — you pay each period by link with any card. If the tab has an “Update card” button, what’s due is charged as soon as the new card is saved: “Once the card is saved, we charge {amount} right away.”

The bank asks you to confirm the payment (3-D Secure)

Sometimes your bank asks you to confirm a charge — just like when you shop online. The screen then says “The bank asks you to confirm the payment.”, and you get a “Please confirm your payment” email.

1. Open the “Please confirm your payment” email and choose “Confirm payment”.
2. Confirm it in your banking app or with the code your bank sends.

After such a request Bookly doesn’t retry the charge itself, so confirm the payment by the date in the email to keep your access.

If something doesn’t work

“The bank declined the payment. Try another card.”

Your bank didn’t let the payment through, and only the bank knows why. Check the card’s balance and limits in your banking app, or pay with another card. If the bank declines three payments in a day, new payments are put on hold — see “Payments are on hold”.

“A new card is needed.”

The bank declined for good, or the card has expired. There won’t be any retries, so pay with a new card: choose “Add a card” in the “Please add a new card” email, or “Pay” in the “Plans & Billing” tab. The card you pay with is saved for the next charges. Without it, the subscription won’t renew.

“The time to pay ran out.”

The payment page is open for 30 minutes. Start the payment again.

“The payment was cancelled.”

The payment was cancelled on the payment provider’s page. Start it again when you’re ready.

“The payment system did not answer.”

Something went wrong on the payment provider’s side. Try again a little later.

“We could not find this payment.”

We couldn’t find the payment you came back from. Reload the “Plans & Billing” tab. If your plan didn’t change but money was taken, find the payment in “Payments & documents” and contact support with its date and amount. Write any time — we reply during working hours.

Related articles

• How to change or remove the card for your Bookly plan
• Bookly plan payment errors: what each one means
• The CRM is view-only: why and what to do
• How your subscription renews