Account Suspension
Rabinder M
Last Update 3 years ago
If you find your access to your Caffeine Dashboard has lost many of your Automation Suite subscription tools this can be due to several reasons.
1) Subscription payment failed
All Marketing Automation Suite subscription payments are automatically charged by Stripe™ using the original payment details provided when you signed up for your account plan.
In the even Stripe™ is unable to process your payment you will receive an email notification from Stripe™ notifying you on our behalf of the payment failure and asking for updated payment information.
In addition, Caffeine will recognize the failed payment and send a series of emails also alerting you to the issue.
2) Reasons for Payment Failure (and how to rectify the overdue balance):
Insufficient Funds
If your account is lacking available funds to cover the charge please deposit/transfer required funds into the appropriate account within 2 business days.
Stripe™ will attempt a second try to settle the balance.
Expired Card
Use the provided Update Payment Information button in the notification emails with updated card details.
Blocked By Bank For Security
If you have not received an updated card and their are sufficient funds in your account it’s likely the bank has stopped a charge for security reasons.
Contact your card service provider using the number on the back of your card and notify them of the blocked payment and authorize a second charge to take place in 2-3 business days.
Alert them this is an ongoing subscription and the same charge will occur each month.
3) Account Suspended
In the event of non-payment after multiple notices you may find your account is suspended.
During account suspension none of Caffeine’s Marketing Automation services will operate until the account is in good standing.
NOTE: It can take several hours for your account to be activated back into good standing. Please plan accordingly.