Executive Summary
When a payment for your PyjamaHR subscription fails—whether due to card issues, bank declines, or technical glitches—your access to the platform may be restricted until the payment is resolved. This article provides a comprehensive, actionable guide to understanding why payments fail, how PyjamaHR’s automatic retry system works, and exactly what steps you should take to resolve failed payments and restore your account access quickly. We cover common error scenarios, best practices, and troubleshooting tips based on hundreds of real customer cases.
Detailed Overview
What Is a Failed Payment in PyjamaHR?
A failed payment occurs when PyjamaHR’s payment processor (Stripe) is unable to successfully charge your saved card for your subscription renewal or new user(s). This can happen for several reasons, including:
Insufficient funds
Card expired or blocked
International or recurring payments not enabled
Bank declines due to compliance or technical issues
Technical glitches (e.g., blank screens, payment page not loading)
Automatic retries: PyjamaHR’s payment system will attempt to automatically retry failed payments during a short grace period. If the payment continues to fail, your account may be restricted until the outstanding amount is settled.
Why Is This Important?
Uninterrupted access: Failed payments can restrict access to PyjamaHR, impacting your hiring workflow.
Compliance: Ensures your subscription remains active and compliant with PyjamaHR’s billing policies.
Business continuity: Immediate resolution prevents disruption to your recruitment operations.
How Does This Integrate With Other PyjamaHR Features?
Manage Subscription: All payment actions, invoice history, and user management are handled in the “Manage Subscription” section.
Invoices: Each payment attempt generates an invoice, which you can use to manually complete payment if auto-debit fails.
User Access: Adding/removing users affects your billing and may trigger additional charges or failed payment scenarios.
Step-by-Step Guide: Resolving Failed Payments and Understanding Automatic Retries
Prerequisites
You must be a Super Admin to manage payments and subscriptions.
Have access to your registered email and the card used for payment.
Ensure your card supports international and recurring payments.
1. Identify a Failed Payment
You may see messages like:
“We were unable to charge your card for subscription renewal. Please complete the payment by [date] for uninterrupted access.”
“Access Restricted: Access to your account is temporarily restricted as the payment for subscription renewal or for new user(s) is not completed.”
You may receive email reminders or see a “Pay Failed Payment” button in the platform.
2. Understand Automatic Retry Behavior
PyjamaHR (via Stripe) will automatically retry the payment several times during a grace period (typically 5 days).
If all retries fail, the invoice status is marked as “Failed” and your access may be restricted.
3. Manually Complete a Failed Payment
A. From the PyjamaHR Platform:
Go to your user profile (top right corner).
Click Settings > Manage Subscription.
Scroll down to “Invoices” or “Invoice History.”
Find the most recent invoice marked as “Failed” or “Unpaid.”
Click on the invoice to open the payment page.
Click “Complete Payment” or “Pay Now.”
Enter valid card details (ensure international/recurring payments are enabled).
Submit payment.
B. If the Payment Page Is Blank or Not Loading:
Perform a hard refresh (Ctrl+Shift+R or Cmd+Shift+R).
Try using an incognito/private browser window.
If still blank, request a direct payment link from support (support may send a Stripe invoice link).
C. If Your Card Is Declined:
Contact your bank to check for blocks or compliance issues.
Try a different card (preferably one with international and recurring payments enabled).
Ensure your card is not a RuPay or other card type with limited international support.
4. After Payment
Once payment is successful, your access is restored automatically.
The invoice status will update to “Paid” in your Manage Subscription > Invoice History.
5. If You Need to Update Card Details
Go to Manage Subscription > Update Payment Details.
If the update screen is blank, try a hard refresh or incognito window.
If still stuck, contact support for a direct update link.
Advanced Usage & Best Practices
Power User Tips
Always keep at least one valid card with international and recurring payments enabled.
Check your invoice history regularly to spot any pending or failed payments early.
Remove unused users before your renewal date to avoid unexpected charges.
If you need to share payment links with your finance team, request a Stripe invoice link from support (valid for a limited time).
Optimization Strategies
Set calendar reminders for your renewal date to proactively check payment status.
Coordinate with your finance team to ensure cards are not blocked or expired.
If using a corporate card, inform your bank about recurring international charges from PyjamaHR/Stripe.
Do’s and Don’ts
Do:
- Use the “Manage Subscription” section for all payment actions.
- Contact your bank if you see repeated declines.
- Use a different card if your primary card fails.
Don’t:
- Ignore payment failure notifications—your access may be restricted.
- Attempt payment repeatedly with a blocked card; this may trigger fraud alerts.
- Share your Super Admin credentials with others (for security and compliance).
Troubleshooting & Common Issues
1. Blank Screen When Clicking “Pay Failed Payment” or “Update Payment Details”
Try a hard refresh (Ctrl+Shift+R or Cmd+Shift+R).
Use an incognito/private browser window.
If still blank, contact support for a direct payment link.
2. Card Declined/Processing Error
Check if international and recurring payments are enabled.
Contact your bank for details (some banks block auto-debits by default).
Try a different card.
3. Payment Deducted but Subscription Not Activated
Wait up to 24 hours; sometimes banks process refunds for failed transactions.
Check your bank statement for refunds.
If not refunded and access is not restored, contact support with payment proof.
4. Invoice Marked as “Voided” or “Expired”
If your invoice is voided due to non-payment, request a new invoice from support.
5. Auto-Debit Fails Despite Sufficient Balance
Some banks block auto-debits for compliance reasons.
Manual payment usually succeeds—complete payment via the invoice as above.
6. Account Blocked Due to Non-Payment
Complete the outstanding payment as soon as possible to restore access.
If you need urgent access (e.g., to export data), contact support for temporary access.
7. Refunds for Failed Payments
If payment was deducted but marked as failed, refunds are processed automatically by Stripe/bank.
Check with your bank if the refund does not appear within 7-10 business days.
Comprehensive FAQ
1. Why did my payment fail even though I have sufficient funds?
- Your bank may have blocked international or recurring payments, or there may be compliance issues.
2. How many times does PyjamaHR retry a failed payment?
- The system retries several times during a short grace period (typically 5 days).
3. What happens if all retries fail?
- Your invoice is marked as “Failed,” and your account access may be restricted until payment is completed.
4. How do I manually pay a failed invoice?
- Go to Manage Subscription > Invoices, click the latest invoice, and complete payment.
5. The payment page is blank—what do I do?
- Try a hard refresh or incognito window. If still blank, request a direct payment link from support.
6. Can I use UPI, Paytm, or QR code for payment?
- No. PyjamaHR only supports card payments (credit/debit cards with international and recurring enabled).
7. My card is RuPay—why is it not working?
- RuPay cards often do not support international or recurring payments. Use Visa/Mastercard/Amex instead.
8. Can I get a GST invoice?
- PyjamaHR does not charge GST on payments as of now.
9. I paid but my account is still restricted—what should I do?
- Wait up to 24 hours. If not resolved, contact support with payment proof.
10. How do I remove users to reduce my subscription cost?
- Go to Manage Subscription > Team Members, remove users, and your next invoice will reflect the change.
11. Can I get a refund for a failed payment?
- Yes, refunds are processed automatically by Stripe/bank for failed transactions.
12. My payment failed, but I need urgent access to export data—what can I do?
- Contact support; they may provide temporary access for data export.
13. Why does my bank keep declining PyjamaHR payments?
- Some banks block recurring or international payments by default. Contact your bank to whitelist PyjamaHR/Stripe.
14. Can I get a direct payment link for my finance team?
- Yes, request a Stripe invoice link from support (valid for a limited time).
15. How do I know if my payment was successful?
- Check Manage Subscription > Invoice History for “Paid” status, and look for confirmation emails.
Related Features & Next Steps
Manage Subscription: For all payment, invoice, and user management actions.
Invoice History: Track all past and current payments.
User Access Management: Add or remove users to control billing.
Export Data: If your account is restricted, request temporary access to export candidate/job data.
Related Help Articles:
- Managing Your Subscription and Invoices
- Understanding User Access Types
- Exporting Candidate Data
Summary Table: Common Payment Failure Scenarios & Solutions
Scenario/Message | Likely Cause | Solution/Next Step |
“Payment failed” / “Transaction declined” | Card/bank declined, compliance issue | Use a different card, enable international/recurring |
“Pay Failed Payment” button leads to blank screen | Browser cache or technical glitch | Hard refresh, incognito, request direct link |
Payment deducted but access not restored | Bank processing delay | Wait 24h, check for refund, contact support |
Invoice marked “Voided” or “Expired” | Non-payment past grace period | Request new invoice from support |
“Access Restricted” message | Outstanding payment | Complete payment via invoice |
Final Notes
Always resolve failed payments promptly to avoid access restrictions.
Keep your payment methods updated and ensure they support international/recurring transactions.
Contact support if you encounter persistent issues or need urgent access for business continuity.
If you follow the steps and best practices in this guide, you’ll be able to resolve failed payments quickly and keep your PyjamaHR subscription running smoothly—without disruption to your hiring workflow.