When a Kyvento payment fails

Overview

If a Kyvento invoice – your own subscription with us – cannot be collected, Kyvento does not suspend your account straight away. A grace period of about two weeks with several reminders begins, during which you keep full access and can complete the payment. This article explains the process and how to settle an open payment.

Not to be confused with other flows: This is only about what you pay to Kyvento. Overdue invoices from your own customers are handled by dunning ("Enabling automated dunning"); failed deliveries of emails or webhooks are handled by the retry curve ("Webhook retry and error handling").

A brief glitch vs. a real decline

Kyvento distinguishes two cases:

• Temporary disruption (a network issue, a bank briefly unreachable): the collection is automatically retried a few times within minutes. If it then succeeds, you won't notice any of it.
• Real decline (expired card, insufficient funds, a returned direct debit): repeated attempts wouldn't change that. Instead of trying for days, Kyvento starts the grace period immediately – and informs you so you can act.

The grace period and its reminders

From the final failure onward, a grace period of about two weeks runs. During this time your account stays fully usable, and Kyvento reminds you in several steps by email:

1. Shortly after the failure: a note that the payment didn't go through, asking you to check your payment method.
2. During the grace period: a further reminder that the payment is still open.
3. Shortly before it ends: a final warning that access will be restricted afterwards.

All reminders deliberately fall within the grace period – so you are warned several times before anything changes about your access. For your Kyvento billing, no dunning fees and no formal dunning notices arise; the multi-level dunning process with fees applies only to the invoices to your own customers.

Settling an open payment

As long as a payment is open, you'll see an "Open payment" banner at the top of "Account" → "Billing" with a "Pay now" action. Use it to retry the collection or first store a different payment method. After a successful payment, your account is automatically marked as paid again – the status switches from "Payment overdue" back to "Active".

What happens once the grace period ends

If the payment is still missing when the grace period ends, your account is paused:

• Access to the application is restricted – on login you land directly on the billing page.
• Your data is fully preserved; nothing is deleted.
• You can still log in and settle the open payment yourself at any time. As soon as the payment goes through, the account is automatically reactivated – no call to support is needed.

Good to know

• This grace period applies to an already active, paid Kyvento subscription. If instead your trial ends without a booking, a separate, shorter grace period applies – see "Changing or cancelling your Kyvento plan".
• The easiest way to avoid all this is to keep a valid payment method on file and replace expired cards in good time – see "Payment methods and your Kyvento invoices".
• If you need more time or there is a discrepancy with an invoice, contact our support team before the grace period ends.

Next steps

• Check or change your payment method – see "Payment methods and your Kyvento invoices"
• The trial and its grace period – see "Changing or cancelling your Kyvento plan"
• Dunning for your own customers – see "Enabling automated dunning"