Common causes of a failed payment are an expired card, insufficient funds, a spending limit, or the bank declining the charge. Eloquens keeps your data and your access while you sort it out, but your assistants stop until a payment succeeds.
What happens straight away
- Your account moves into a grace state. A notice appears in the left rail: Payment failed — please update your billing information to re-enable your assistants.
- You keep full access to the app and your data, but your assistants are switched off until a payment succeeds.
- The payment is retried automatically for a period.
Fix it
- Open Settings from the left rail and click Subscription.
- Click Manage Billing & Payment and add a working card in the billing portal, then make it the default. See Billing, invoices and payment methods.
- Return to Eloquens. The next retry uses the new card.
- As soon as a payment succeeds, your account returns to Active. Open My Assistants and switch your assistants back on.
If the retries are exhausted
If the subscription ends because no retry succeeded:
- The account is suspended. Sign-in still works and the rail shows Account suspended. Please update your billing information., but service is paused.
- After 15 days suspended, the account is marked for deletion.
- After a further 30 days, the account and all its data are permanently removed. This cannot be undone.
To recover at any point before permanent removal, sign in, open Settings → Subscription, update the payment method or choose a plan, and complete payment.
Bought through a partner
If your account was provisioned by a partner or distributor, payment is handled by them. The Billing Summary on the Subscription tab shows the address to write to.
Need help?
Email support@eloquens.ai and include any error message the bank or the portal showed.
Related articles
- Billing, invoices and payment methods
- Settings overview: what lives where
Soma Konate
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