Skip to main content
Most payment issues follow common patterns and are straightforward to resolve.

​
Card declined at checkout

The checkout page shows you the decline reason. The common ones:
  • Insufficient funds. Self-explanatory.
  • Card not authorised for this merchant. Your bank flagged it as suspicious. Call the number on the back of the card and approve the charge, then retry.
  • Card expired. Use the new card the bank mailed you (or any other card on file).
  • Generic decline / “do not honor.” The bank declined without giving a specific reason. This is almost always an anti-fraud flag triggered by the first transaction from a new merchant. The fix is the same: call the bank, approve the charge, retry.
Retry is automatic — you can resubmit the same card right away after fixing the underlying issue. No cooldown.

​
Trial expired but the overlay won’t clear after I paid

You completed the checkout page, you got the confirmation email, but the app still shows the “Subscribe to continue” overlay. This usually clears within 30 seconds of payment. If it’s been longer:
1

Refresh the page (web) or kill and reopen the app (mobile)

The app refetches your account state on launch. On web, hard-refresh (Cmd+Shift+R on Mac, Ctrl+F5 on Windows) to bypass any cached page.
2

Wait two minutes and try again

The notification occasionally retries with delay. A two-minute wait covers almost every case.
3

If it's still there after five minutes, email us

Send hello@getrivet.ca your Rivet email and forward the payment confirmation email. We’ll flip your account to active manually and look at why the update didn’t come through.
Your data is fine the entire time — voicemails, messages, and contacts are not affected by the overlay. The overlay only blocks the practitioner UI from doing new work; inbound voicemail and SMS continue to process in the background.

​
Updating an expired or changed card

You’ll get an email when your card on file is about to expire (10 days before) and when a charge fails. Both emails contain a link to your billing portal where you can update your card. If you can’t find the email:
  • Search your inbox for stripe.com.
  • The billing portal link is the same in every email — bookmark it after your first visit.
Once you update the card, the charge retries automatically. If the retry succeeds, your account stays active without further action.

​
Where to see what you’ve been charged

A receipt is emailed for every successful charge — to the inbox you used at signup. Receipts are also in your billing portal (Manage subscriptions → Billing history). Rivet doesn’t have its own billing-history page inside the app. The billing portal is the source of truth.

​
What Rivet costs

The price you signed up at is the price for the life of the account. Email hello@getrivet.ca if you can’t find your trial-end email and need the number.

Billing overview

What the trial covers, what happens on day 15, what’s included.

Contacting support

The fastest way to reach us about a billing question.