Table of Contents
Overview
It happens! Sometimes your subscription payment can fail for a variety of reasons including insufficient funds, incorrect card information, or a bank hold. These things happen and Jobber has a way to easily retry your subscription payment so that you don't lose access to your account.
Understand your failed subscription payment
If you have a failed subscription payment, you will be notified by a banner in Jobber.com as well as an email to the email address entered in your billing details. The account owner will also receive a text message to the phone number they used to sign up with Jobber. From the banner, click View Billing to navigate to the Account and Billing page to see an overview of your billing details as well as payment history.
How to retry your subscriptions payment
To retry your subscription payment, navigate to Account and Billing page either by selecting View Billing in the banner or by selecting the Gear Icon > Account and Billing.
Note: The Account and Billing page is only visible to admin users. Learn more about user permissions.
From the Payment history section, if you have an unpaid subscription invoice, it will be indicated with a red invoice icon. To retry your saved payment method (the one indicated in Billing details) select Retry.
If your subscription payment fails again, you will see an error message with the reason. If there are any next steps (such as reaching out to your bank) you should action those steps before trying again.
You are eligible to retry your subscription payment once every 5 minutes, up to a max of 5 times in a 24-hour period.
Change your billing details
If your subscription payment didn't go through, it might be that there is something wrong with your saved payment method. If there is an issue, it will be indicated by a "Payment details error" label.
To update your billing detail, from the Billing details section click Edit > Payment Details to add or edit your billing information, including your credit card number and billing address. This is the section you'll want to update if your card is compromised, if you are issued a new credit card for another reason, or if your billing address changes. The email address you enter here is also where the receipts for your Jobber subscription will be sent.
To change your payment information, click Edit.
Once you've made your changes, click Save Information.
When you have an outstanding payment, as soon as you update your billing information the payment will be run again using the updated billing info.
Learn more about
how to change your billing information and plan
Resubscribe to Jobber
If your Jobber account is in a state where your payment has lapsed or you can no longer access the account, you will need to resubscribe. To do this, follow these steps:
- Log in to Jobber.com
- From the banner at the top of your page, select Compare Plans
- Select your previous plan, or choose a new plan.
- Once you've selected your plan, you will be prompted to re-enter your billing details. You can choose to use a new card or the same card on file. Select Update subscription to run your card. If your payment is successful, you will have re-subscribed to Jobber on your selected plan.
Reach out to Jobber Support
If your subscription payment continues to fail or you need assistance getting back into your account, reach out to Jobber's Support Team for additional support or solutions.