If a payment doesn't go through, your plan doesn't stop right away. We retry the charge automatically, and you keep full access while we do. This article explains what happens during that time and what happens if the payment can't be collected.
While we retry your payment
When a charge fails, your subscription is marked as past due and our payment provider, Stripe, tries the charge again automatically, up to 4 times over 7 days.
During this time:
Nothing changes. All features, catalogs, syncing, publishing, and rendering keep working exactly as before.
Your billing settings show the past-due status, the date of the next retry, and a button to update your payment method.
After each failed attempt, you'll see this message in Hunch:
We couldn't charge your card. Your plan is still active and we'll automatically try again on [next retry date]. Update your payment method to make sure the next attempt goes through.
How to fix it
Update your payment method in your billing settings. If the next retry succeeds, your subscription goes back to normal. Nothing was turned off, so there's nothing to restore.
If the payment can't be collected
If every retry fails, your subscription ends. Unlike a cancellation, this happens on the day the final retry fails, which may be partway through your billing period. Because the period wasn't paid for, access doesn't continue to the end of it.
When your subscription ends this way:
Template Collections and Connect Ads become view-only, and template collections stop syncing.
Product Insights and CPV stop. Your Insights product sets and Smart Sets stay live with the products they last had, but they no longer update or sync. All video rendering stops.
Enriched feeds stop syncing, and all of your Hunch catalogs stop syncing.
Publishing stops.
Your existing work stays viewable, including product sets, Smart Sets, and creative you've already made.
Nothing is deleted in Meta or on other platforms. Your ads keep running, but product data such as prices and availability stops updating and can go out of date.
If you claimed a catalog, the whole catalog stops updating, not only your Hunch ads. See Why is syncing paused? for how to keep it up to date.
Once you add a working payment method and choose a plan, syncing resumes on the next scheduled sync.
Your account stays open. You can still sign in and create catalogs, but syncing and publishing need an active plan again.
When your subscription ends this way, you'll see this message in Hunch:
Your subscription has ended because we couldn't process your payment after several attempts. Template Collections and Connect Ads are now view-only, catalog syncing and publishing have stopped, and video rendering is off. Your existing product sets and creative are still viewable. Add a working payment method and choose a plan to restore access.
Failed payment vs. cancellation
Cancelling | Payment can't be collected | |
When access ends | End of your billing period | The day the final retry fails |
Access until then | Full access through the paid period | Full access while retries are in progress |
How you're notified | Confirmation when you cancel | A notice after each failed attempt |
Common questions
How many times will you retry? Up to 4 times over 7 days after the first failed charge. That gives you 7 days to update your payment method before your subscription ends. Your billing settings always show the date of the next attempt.
Will I be charged twice when I update my card? No. Updating your payment method means the next attempt uses your new card. The outstanding amount is charged once.
What if an automatic upgrade payment fails? Syncing pauses as soon as the upgrade payment fails. Contact our support team through the in-app chat or at [email protected]. See How upgrades work.