Billing & Subscription
Failed payments
See what happens when a charge fails and how to get back to work quickly.
Introduction
A failed payment happens when DNA tries to charge the card on file and the bank declines it. This page covers what you see when it happens, how to recover, and how to avoid it.
What you see when a payment fails
When a charge fails, DNA takes you to a full-page lockout the next time you try to use the product. The page shows an error banner about the failed payment, along with a single button: Update Payment Method.
The lockout appears as soon as the payment fails. There is no grace period. You cannot access client files, Helix, or anything else until you update the card.
How to recover
Click Update Payment Method on the lockout page to open the payment portal. Add a new card or update the one on file. Once you save the new card, DNA retries the charge automatically.
If the retry succeeds, the lockout clears and you can get back to work. If the card fails again, the lockout stays in place and you can try another card.
How to avoid it
The most common cause of a failed payment is an expired card. DNA shows a warning banner when your card is within 60 days of expiring. Watch for that banner and update the card before it lapses. See Invoices and payment methods for how to update the card at any time.