When your subscription renews, Narrative will try to charge your account up to three times over a seven day period. If your payment is still failing after the third time Narrative tries to charge your card, your account will move to a suspended state.
This means that we tried to charge your card at multiple different times and for some reason the payment did not go through. You should have received a few emails saying your payment attempt has been unsuccessful.
Please note, if the overdue payment is for Publish, your published blog posts will not be live and you will not be able to use the app at full functionality.
Reasons for Account Suspension and How to Resolve
The most common scenarios that could lead to overdue payment are:
Expired card details:
The best way to resolve this issue is to update your account with a new card or update the current card with newer details. Click here to update your card.
Once you have updated your card your outstanding payments should automatically be charged to your card and your subscription will be active again and you should receive shortly a receipt to your email.
If you update your card and your subscription is still in a suspended state then you will need to contact Narrative support and ask them to charge your card to reactivate your subscription.
Your bank might be blocking the payment to go through:
Reach out to your bank and ask them to stop blocking payments from Stripe NZ. After doing this, the payment should go through and receive shortly a receipt to your email.
If your subscription is still in a suspended state then you will need to contact Narrative support and ask them to charge your card to reactivate your subscription.
Your card issuer might not allow this type of purchase:
Reach out to your card issuer to help you sorting this out.
Please contact Narrative support if you're unsure why your payment is failing or if you need a hand getting any of this sorted.