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Payments

Update payment method for failed subscription payments

Last updated: May 20, 2022

Applies to:

Marketing Hub Starter, Professional, Enterprise
Sales Hub Starter, Professional, Enterprise
Service Hub Starter, Professional, Enterprise
Operations Hub Starter, Professional, Enterprise
CMS Hub Starter, Professional, Enterprise

If a credit card payment fails when completing a payment for a subscription, HubSpot will send an email to the buyer with a link to update their payment method. You can also manually send the email if a buyer reaches out and wants to change or update their payment details. 

This article covers updating payment information for recurring payments made using the payments tool. To change your billing information for your HubSpot account, learn how to update your payment method in your account settings. 

Please note: currently, emails will only be sent to buyers who make subscription payments using a credit card. If a buyer makes subscription payments via ACH and needs to update their payment details, you will need to cancel the subscription, then send them another payment link where they can enter their updated ACH payment details to create a new subscription.  

Update payment method for failed payments

In the email sent to the buyer after a payment fails, the buyer can click Update payment method.

customer-facing-payment-update-email
They'll be brought to a checkout page where they can update their payment details. Any unpaid subscription payments will be charged to the updated credit card. If you don't want this email to be sent automatically when a payment fails, you can turn this off in your settings

Please note: HubSpot will not automatically retry charging a credit card for a failed payment. However, if the issue is resolved with the original credit card, the buyer can re-enter their original credit card details when updating their payment method and that card will be charged again.

update-credit-card-information-form

Send link to update payment method

You can also manually send an email to a buyer so they can update their payment method. Any failed payments will appear in the Subscriptions card on the record and will have an Unpaid status. 

  • Navigate to a contact or deal record:
    • Contacts: In your HubSpot account, navigate to Contacts > Contacts.
    • Companies: In your HubSpot account, navigate to Contacts > Companies.
    • Deals: In your HubSpot account, navigate to Sales > Deals.
  • Click the name of a record.
  • In the right sidebar, on the Subscriptions card, hover over a subscription and click Preview.
  • In the top right corner, click the Actions dropdown menu and select Update payment method.

send-update-payment-email

  • In the dialog box, review the content then click Send link. The link will be sent to the subscription's associated contact's email address.

manual-email-to-update-payment-link

Turn off failed payment email

If you don't want a failed payment email to be sent out, you can turn this off in your payments settings. 

  • In your HubSpot account, click the settings settings icon in the main navigation bar.
  • In the left sidebar menu, navigate to Payments.
  • Click the General tab. 
  • Click to toggle the Send customers an email when a recurring payment fails switch off. 

turn-off-failed-payment-email
You can still manually send an email to a buyer to update their payment information if this setting is turned off. 

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