> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getrivet.ca/llms.txt
> Use this file to discover all available pages before exploring further.

# Payment issues

> Card declined, the trial overlay won't clear after paying, expired card update — the three things that go wrong at billing time.

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:

<Steps>
  <Step title="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.
  </Step>

  <Step title="Wait two minutes and try again">
    The notification occasionally retries with delay. A two-minute wait
    covers almost every case.
  </Step>

  <Step title="If it's still there after five minutes, email us">
    Send **[hello@getrivet.ca](mailto: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.
  </Step>
</Steps>

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](mailto:hello@getrivet.ca)** if you can't find your trial-end email and
need the number.

## Related articles

<CardGroup cols={2}>
  <Card title="Billing overview" icon="credit-card" href="/billing/index">
    What the trial covers, what happens on day 15, what's included.
  </Card>

  <Card title="Contacting support" icon="envelope" href="/troubleshooting/contacting-support">
    The fastest way to reach us about a billing question.
  </Card>
</CardGroup>