Last updated: October 29, 2024
Available with any of the following subscriptions, except where noted:
All products and plans
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If your buyer's payment method fails when completing a payment for a subscription, HubSpot will send them an email with a link to update their payment method.
When updating their payment method, the payment method update request uses tool defined accepted payment methods from the associated checkout (e.g., invoice, payment link, or quote). For example, if the invoice has only ACH debit as an allowed payment method, the buyer will only be able to pay with ACH debit. You can also manually send the email if a buyer reaches out and wants to update their payment details.
Please note:
- HubSpot will not automatically retry charging a payment method for a failed payment. However, if the issue is resolved with the original payment method, the buyer can re-enter their original payment details when updating their payment method and that payment method will be charged again.
- When a payment method is updated, all past due subscription balances will be charged to the payment method automatically.
This article is about updating payment information for recurring payments made using HubSpot payments or Stripe payment processing. To change the billing information for your HubSpot account, learn how to update your payment method in your account settings.
Update payment method for failed payments
In the email sent to the buyer after a payment fails, the buyer can click Update payment method.
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 payment method. 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: the payment method update page displays the payment methods available according to the tool defined accepted payment methods and the requested currency. For example, if a payment link initially accepted only ACH debit payments, the buyer can only pay with ACH debit payments. Conversely, if ACH and credit or debit card are your default payment method in your tool defined settings, and the payment is due in Euros, the buyer would be able to pay with the fallback default method of credit or debit card.
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 CRM > Contacts.
- Companies: In your HubSpot account, navigate to CRM > Companies.
- Deals: In your HubSpot account, navigate to CRM > 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.
- 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.
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 icon in the top navigation bar.
- In the left sidebar menu, navigate to Payments.
- Click the Notifications tab.
- Click to toggle the Payment failed switch off.
You can still manually send an email to a buyer to update their payment information if this setting is turned off.
