Pending payment and suspension for non-payment
What happens if a payment doesn't go through, what you see, and how to catch up.
If a charge for your plan doesn't go through, your account may be suspended for non-payment. Your data is kept and everything comes back when you pay.
If your trial without a card ended without you adding one, it isn't an overdue payment: your account is paused and you can still enter your panel. See If your trial ended below and Trial without a card.
The pending payment belongs to one store (your agency or your individual profile), not to everything you do on Cliquéalo. If you belong to several stores and one has an overdue payment, it only stops you when you work in that store.
What you see
The «Tienes un pago atrasado» ("You have an overdue payment") page, with the «Cuenta suspendida» ("Account suspended") chip, shows your account name, the suspension date («Suspendida el», "Suspended on"), your «Última renovación» ("Last renewal"), and how many «Publicaciones archivadas» ("Archived publications") were paused.
If you work in other stores
If you belong to other stores, the same page shows «Trabajar en otra tienda» ("Work in another store"), with the text «Este pago pendiente es solo de esta tienda. Puedes seguir trabajando en las demás.» ("This pending payment is only for this store. You can keep working in the others.") and the list of your other stores, each with your role. It's the same list as «Trabajar como» ("Work as") in your account menu.
Tap a store and you enter your panel's home with it. There you work as usual: the pending payment doesn't affect it. See Switch stores.
How to catch up
Pay on Stripe
Tap «Regularizar pago en Stripe» ("Settle payment on Stripe"). You see «Abriendo…» ("Opening…") and pay in the portal.
Wait for confirmation
When the payment is confirmed, your account is reactivated and your publications come back.
If you need help, use «Escríbele a Soporte» ("Write to Support"): «Cuéntanos qué pasó con el pago o qué necesitas para regularizarlo.» ("Tell us what happened with the payment or what you need to settle it.") and tap «Enviar mensaje» ("Send message"). You see «Mensaje enviado. También puedes escribirnos por correo.» ("Message sent. You can also write to us by email.").
The usual case
Something doesn't work the first time
You're not the one who pays
You see «No tienes permiso para gestionar la facturación. Pídele al dueño de la cuenta que regularice el pago.» ("You don't have permission to manage billing. Ask the account owner to settle the payment."). Let the owner know.
Something doesn't work the first time
You work in several stores
An agency you work in has an overdue payment, but your own store is up to date. Under «Trabajar en otra tienda», tap yours and keep working; whoever handles that agency's payments brings it up to date.
Worst case
The portal doesn't open
You see «No pudimos abrir el portal de pagos.» ("We couldn't open the payment portal.") or «El portal de pagos no está disponible en este momento.» ("The payment portal isn't available right now."). Write to support from the same page.
Special case
Your trial ended without a card
You don't have an overdue payment: your account is paused. Tap «Reanudar» ("Resume") in your panel and add your card. See Trial without a card.
If your trial ended
When your trial without a card ends, your account is paused and you'll usually see it in your panel, with the «Tu cuenta está en pausa» ("Your account is paused") notice and the «Reanuda tu suscripción» ("Resume your subscription") window. If you reach the pending payment page, it says «Tu prueba terminó» ("Your trial ended"), with the «Cuenta en pausa» ("Account paused") chip, and «Los datos y las publicaciones de … están guardados y vuelven en cuanto agregues tu tarjeta.» ("The data and publications of … are saved and come back as soon as you add your card.").
- It shows your «Plan», the «Fin de la prueba» ("End of trial"), and your «Publicaciones guardadas» ("Saved publications").
- «Mientras la cuenta está en pausa, tus publicaciones no se ven en el sitio. No se borró nada: al confirmarse el pago, cada publicación vuelve al estado que tenía.» ("While the account is paused, your publications don't show on the site. Nothing was deleted: when the payment is confirmed, each publication returns to the status it had.")
- «Agregar tarjeta y reactivar» ("Add card and reactivate") takes you to Stripe's secure payment page: «En cuanto se confirme el pago, tu cuenta y tus publicaciones vuelven solas.» ("As soon as the payment is confirmed, your account and your publications come back on their own.").
- If you're not the one who pays, instead of the button you see «Solo el dueño o quien administra la facturación puede agregar la tarjeta. Pídele que entre a su cuenta.» ("Only the owner or whoever manages billing can add the card. Ask them to sign in to their account.").
- If you belong to other stores, «Trabajar en otra tienda» says «Esta pausa es solo de esta tienda. Puedes seguir trabajando en las demás.» ("This pause is only for this store. You can keep working in the others.").
- For questions, «¿Tienes dudas?» ("Questions?") and «Escríbenos» ("Write to us") take you to Contact.
What you see · Overdue payment
«Ya enviaste varios mensajes. Espera N min e inténtalo de nuevo.»
You already sent several messages. Wait N min and try again.
What it means. You sent many messages in a row.
What to do. Wait the minutes shown or write to us by email.
What you see · Overdue payment
«Tu cuenta no tiene un pago atrasado.»
Your account doesn't have an overdue payment.
What it means. You're already up to date.
What to do. Nothing; go back to your panel.
Note