A plan or pack payment failed
What to do when a subscription payment fails, a checkout shows an error, or signers can't pay you through a payment field.
On a monthly plan you keep everything for 15 days while the bank retries, and an admin can fix it at once with Update card on Plan & billing. Yearly plans and packs are single payments, so a failed one simply changes nothing.
What you see
On Plan & billing:
- The last payment didn't go through. You keep your plan in full for N more days while the bank retries. Updating your card now settles it immediately.
- Under the plan name: Payment failed · N days of grace left.
- After the window: The retry window has ended, so the account is on Free entitlements. Everything you've already signed stays available. Adding a working card restores your plan straight away.
- If you are not an admin: An admin on this account can update the card.
By email: Still no payment for your SignSpry … plan, Action needed: your SignSpry … plan moves to Free on …, or Your SignSpry … year has ended.
When paying, a red banner with one of the messages in the table below.
Why
Monthly plans renew on a mandate, by card or by UPI AutoPay. The usual causes are an expired card, a bank declining a recurring charge, or a UPI mandate that is paused in your UPI app. Razorpay retries during a 15-day window, and you keep your plan in full for that time. Razorpay will not swap the card on a failed subscription, so Update card sets up a fresh mandate for the same plan, period and seats.
A yearly plan is one payment for one year, with no auto-renewal and no retries. When the year ends, the account moves to Free and nothing is charged. SignSpry emails you 10, 5 and 1 days before a plan renews or ends.
The plan changes only when Razorpay confirms that money moved, which is why a page can say "waiting" for a few seconds.
Fix it
A monthly payment failed
- Ask an admin to open Plan & billing in the account menu. Only admins see the button.
- Click Update card.
- Pay at the Razorpay checkout with a working card, or approve the UPI AutoPay mandate in your UPI app.
- Refresh Plan & billing. The banner clears once Razorpay confirms.
A yearly plan or pack payment failed or ended
- On Plan & billing, choose the plan again (yearly) or the pack.
- Pay by UPI, card or net banking.
- If Plan & billing then says Payment received — we're waiting on the bank's confirmation, wait a few seconds and refresh. The pack or plan is credited automatically.
A banner appears when you try to pay
| Message | What to do |
|---|---|
| We couldn't reach the payment provider just now. Nothing has been charged — please try again in a moment. | Try again. If it keeps happening, write to support@signspry.com and we'll set it up by hand. |
| We couldn't verify that payment. If money has left your account, don't pay again — write to support@signspry.com and we'll sort it. | Don't pay twice. Write to us with the payment reference. |
| … covers N people and you have M. Pick a larger plan or remove members first. | Choose a plan with enough seats, or remove members. |
| Add your billing address first (…) — card networks check it on international payments, and it goes on your invoice. | Fill in Invoice details on the same page, then pay. |
| Monthly billing in … isn't set up yet — pay yearly instead, or write to support@signspry.com. | Switch to yearly, or write to us. |
| Payment in … isn't available yet — write to support@signspry.com and we'll set it up. | Write to us. The pricing page shows the currencies currently offered. |
| Your coupon … is set up for card payment, not UPI AutoPay. (or the reverse) | Pick the payment method the coupon covers, or remove the coupon. |
| SignSpry can't provide its paid services to this location… or Payments for this account are on hold… | See Account on hold. |
If you have paid and your plan or pack is not active within an hour, email support@signspry.com with your payment reference.
A payment field is not working for your signers
Payment fields pay you, not SignSpry. Signers see The sender hasn't enabled payment collection yet — contact them. until you set it up.
- An admin opens Admin → ₹ Collect payments.
- Choose Razorpay checkout and enter your own Razorpay key ID and secret (from Razorpay, Settings → API Keys), or choose UPI ID only and enter your UPI ID.
- Click Save.
- With UPI only, a payment shows as reported, not paid. Open the envelope, find ₹ Payments reported by signers, check your bank, then click Received or Not received.