If an automatic renewal payment fails to go through, Bienvue sends an alert email to the organization owner, and the dashboard displays a banner reading Your payment didn't go through.
- Your guests will not experience any interruption. All TV screens and mobile phone guides stay completely active for a 30-day grace period following the first failed charge. The dashboard banner clearly displays your grace period deadline.
- The dashboard pauses general editing until payment is updated. When the owner signs in, they are guided directly to the Billing page, though your personal account settings remain accessible.
Fix it
The account owner can resolve this quickly by visiting Billing: select Update card, enter your updated credit card information, and click save. Bienvue immediately attempts the outstanding payment using your new card, restoring full dashboard access as soon as the charge succeeds.
If you are a team member without owner permissions, the dashboard will remind you: "Only the owner of your organization can sort out billing. Let them know."
If it isn't fixed
If payment is not resolved within the 30-day grace period, the subscription ends. At that point, TV screens turn off and your properties are moved to the archive for two months before permanent deletion. Take a look at Change, cancel or resume your plan.
If you run into banking delays and need a brief extension, write to us at support@bienvue.com.