This article explains what happens when a subscription payment fails, why payments are declined, how to fix a failed payment, what happens when an account is blocked due to a payment dispute, and how to reactivate your AutoDS account.
Key points about payment failures and account status
When a scheduled subscription payment fails, your AutoDS account status changes depending on how long the payment remains outstanding. Understanding each status helps you take the right steps to restore access to your account.
On hold: your account is placed on hold immediately after a payment fails. Automation, order fulfillment, and price and stock monitoring are paused. Your data, stores, products, and settings are preserved. Update your subscription payment method and allow up to 12 hours for the payment to be processed.
Inactive: if the outstanding balance is not settled while your account is on hold, your account becomes inactive. You cannot purchase a new subscription for the same account or use a separate checkout link to reactivate it. Updating your subscription payment method is the only way to settle the outstanding balance and reactivate your account.
Blocked: your account is blocked if a chargeback or payment dispute is filed with your payment provider. Your subscription is automatically canceled, and you cannot access any settings or billing pages. To request reactivation, cancel the open dispute or chargeback, and contact the AutoDS support team with confirmation that the case has been closed. The Chargebacks Team will review your request and may reactivate your account.
Important: AutoDS retries the payment every 12 to 48 hours for up to 30 days after a failure. Each time you update your subscription payment method, the retry window resets automatically. If the payment is not settled within the retry period, your account may progress from on hold to inactive and eventually be deleted.
Why subscription payments are declined
There are several common reasons why a subscription payment may be declined:
Insufficient funds: the card or account does not have enough funds to cover the subscription charge.
Expired card: the credit or debit card used for the subscription has passed its expiry date.
Incorrect billing details: the card number, expiry date, CVC/CVV, cardholder name, or billing address entered does not match the details on file with your bank.
Card type not supported: prepaid cards and some virtual cards are not accepted as subscription payment methods on AutoDS.
Bank security block: your bank may have flagged the charge as suspicious and blocked the transaction. Contact your bank to authorize the charge and then retry the payment.
Payment processor limit: your card or account may have reached a daily or monthly transaction limit set by your bank or payment processor.
If none of the above apply, please let us know so the AutoDS support team can review your billing details.
How to resolve a failed subscription payment and reactivate your account
If your subscription payment has failed, try the following steps to identify and fix the issue:
Verify that the card or account has sufficient funds.
Check that the card has not expired and that the billing details are correct.
Try a different subscription payment method (credit card, debit card, PayPal, or Payoneer).
If multiple subscription payment methods are declined, please let us know so the AutoDS support team can review your billing details.
To update your subscription payment method in AutoDS:
Go to Settings → Account & Billing.
Click "Edit" next to your current payment method.
Enter the details for your new subscription payment method.
Click "Save" to confirm the change.
Allow up to 12 hours for the payment to be processed and your account to reactivate.
If the payment still does not go through after 12 hours, please let us know so the AutoDS support team can review your account. Learn more.
Note: While your account is on hold or inactive, you cannot purchase a new subscription for the same account or use a separate checkout link. AutoDS processes subscription payments automatically, so manual payments are not supported. Updating your subscription payment method is the only way to settle the outstanding balance and reactivate your account.
Important: The amount charged when your account reactivates includes your subscription plan fee plus any active add-ons. If you only want to reactivate your base plan, review your add-ons under Settings → "Plans & Add-ons" and cancel any you no longer need before updating your subscription payment method.
Account blocked due to payment disputes
AutoDS automatically blocks accounts when a chargeback or payment dispute is filed with your payment provider. This is a standard procedure to protect both parties during the resolution process.
When your account is blocked:
Your account is deactivated and you cannot access any settings or billing pages.
Your subscription is automatically canceled.
No further charges are applied to the blocked account.
To request reactivation of a blocked account:
Cancel the open dispute or chargeback with your bank or payment provider.
If the dispute was filed through PayPal, log in to your PayPal account, go to "Resolution Center" under "More" in the main menu (accessible only via web browser, not the app), click "View" next to the dispute, select "Close this dispute", provide a reason, and click "Close dispute".
Send a screenshot confirming the closure to the AutoDS support team through the official support channels.
The Chargebacks Team will review your request and may reactivate your account.
Important: Closing a dispute does not automatically unblock your account. Reactivation is reviewed on a case-by-case basis by the Chargebacks Team.
If reactivation is not possible, you can create a new AutoDS account using a different email address. A new subscription is required, and you will be eligible for the 3-day trial period. AutoDS does not transfer data between accounts, so you will need to reconnect your stores and reconfigure your settings manually.
How to reactivate your AutoDS account
Reactivating your AutoDS account depends on your current account status. Follow the steps for your situation below.
If your account is on hold (failed payment):
Go to Settings → Account & Billing.
Update your subscription payment method with a valid credit card, debit card, PayPal, or Payoneer account.
Ensure you have sufficient funds to cover the outstanding balance.
Allow up to 12 hours for the payment to be processed and your account to reactivate.
If your account is inactive (prolonged failed payment):
Go to Settings → Account & Billing.
Update your subscription payment method with a valid credit card, debit card, PayPal, or Payoneer account.
Ensure you have sufficient funds to cover the outstanding balance.
Allow up to 12 hours for the payment to be processed and your account to reactivate.
Note: If your account is inactive, you cannot purchase a new subscription for the same account or use a separate checkout link. Updating your subscription payment method is the only way to reactivate your account. If more than 30 days have passed since the failed payment and your subscription was canceled, updating the payment method will not be enough. You will need to subscribe to a new plan to reactivate.
If your account was deleted:
Register again using the same email address. A new account will be created under that email. Only the standard plans available on the "Plans & Add-ons" page will be shown during registration. If you had a different plan before deleting your account, its availability cannot be guaranteed and must be verified by the billing team after your account is reactivated.
If your account shows a pending status and the plan selection page appears:
If your subscription is already paid and active, do not select a new plan from the plan selection screen. Please let us know so the billing team can reactivate your account manually.
If you do not have an active subscription, select or purchase a new plan from the plan selection screen. Your account will be activated automatically after the new plan is purchased.
If the plan selection page appears after accidentally uninstalling the AutoDS app from your selling channel, please let us know so the billing team can verify your subscription status and assist with restoring access.
Frequently asked questions (FAQs)
How long does AutoDS retry a failed payment before my account is affected?
How long does AutoDS retry a failed payment before my account is affected?
AutoDS retries a failed subscription payment every 12 to 48 hours for up to 30 days. Each time you update your subscription payment method, the retry window resets automatically. If the outstanding balance is not settled within the retry period, your account may progress from on hold to inactive and eventually be deleted.
Will I lose my data if my subscription payment fails?
Will I lose my data if my subscription payment fails?
Your data, stores, products, and settings are preserved while your account is on hold or inactive. However, automation, order fulfillment, and price and stock monitoring are paused until the payment is resolved. If your account remains unpaid for an extended period and is deleted, your data is permanently removed after 14 days.
I uninstalled the AutoDS app from Shopify, but I am still being charged. What should I do?
I uninstalled the AutoDS app from Shopify, but I am still being charged. What should I do?
Uninstalling the AutoDS app from your Shopify store does not cancel your AutoDS subscription. Charges will continue unless you actively cancel your subscription within your AutoDS account. To cancel, go to Settings → Account & Billing, click "Manage/Cancel Account" at the bottom of the page, and follow the cancellation steps. If you registered your AutoDS account through the Shopify App Store, you must also manage your subscription directly in your Shopify admin panel to stop recurring charges from Shopify.
Can I create a new AutoDS account if my account is blocked due to a payment dispute?
Can I create a new AutoDS account if my account is blocked due to a payment dispute?
If your blocked account cannot be reactivated, you can create a new AutoDS account using a different email address. A new subscription is required. AutoDS does not transfer data between accounts, so you will need to reconnect your stores and reconfigure your settings manually.