What happens when a payment fails
Last updated: September 30, 2026
This feature is currently in preview and may not be available to you yet. Contact us if you'd like access.
What this does
If a payment needs attention, Call-E can email people who can manage billing in your organization. You can turn these emails on or off in Choose your notification preferences.
The two emails
- When the payment needs attention — "We couldn't process your payment." It tells you when recording, Zoom connection, and Call Notes would pause if billing is not resolved, and that your notes, clients, and programs remain readable.
- A later reminder, if the payment is still unresolved — "Last reminder before recording pauses."
Each email has an Update payment method button that opens the billing portal and a link to Manage notification preferences.
The retry window
This applies if your organization is on Basic or Pro, billed by card — Call-E automatically retries the charge for about 3 weeks from the first failure. (Enterprise plans are billed differently; email support@call-e.io if a payment issue comes up on an Enterprise plan.) For the first 3 days, nothing about your access changes — recording calls, connecting or importing Zoom (currently in preview — see What is the Zoom integration?), using the Notetaker, and generating Call Notes, Call Guidance, or Call Scorecards all keep working normally.
If the payment still hasn't gone through 3 days after the first failure, those same things pause — recording calls, connecting or importing Zoom (currently in preview — see What is the Zoom integration?), using the Notetaker, and generating Call Notes, Call Guidance, or Call Scorecards — until a payment succeeds. Everything resumes automatically the moment it does, with no action needed on your part beyond fixing the payment. Your existing notes, clients, and programs stay here and stay readable the whole time.
If the payment never goes through
If none of the retries succeed by the end of the roughly 3-week window, your subscription ends automatically. See If your plan is on hold for exactly what that looks like and how to restart your plan.