My subscription failed or my account is on hold. How do I reinstate it?
If payments fail repeatedly, V1CE marks the subscription uncollectable and the account goes on hold. Adding a new card does not restart it on its own. Add a card in Settings > Billing, then reactivate or re-subscribe, or chat to V1CE if the option is missing.
| Time needed | 5 minutes |
|---|---|
| What you need | A working payment card |
| Where in the app | Settings > Billing |
After several failed attempts to charge your card, the payment provider stops retrying and the subscription is marked uncollectable. Restarting it is a manual step.
Try these first
- Check your card has not expired and has funds.
- Check your bank has not blocked the payment.
- Have a second card ready.
Reinstate your subscription
Step 1: Open Billing
Click your profile picture at top-left, choose Billing, and find Payment method.
Step 2: Add a new card
Choose Add a payment card and enter the new card.
Step 3: Remove the old card
Remove the old card that failed.
Step 4: Restart the plan
Choose Reactivate Subscription if it shows, or use Change Plan to pick your plan and subscribe again.
Why adding a card is not enough
Once a subscription is uncollectable, adding a card does not auto-restart it. You restart it yourself.
Team members while on hold
If you are part of a team and the account goes on hold, team access is paused until the subscription is reinstated. Access returns once it is restarted.
Still stuck? Contact V1CE support with your account email and we will take it from here.
Good to know
- Contacts, card and page stay yours while a plan is on hold.
- Want to stop paying instead? See the cancel guide.
Related guides
Frequently asked questions
Why is my account on hold?
Payments failed several times, so the subscription was marked uncollectable.
Does adding a new card restart it?
No. You also need to reactivate or re-subscribe.
Where do I add a card?
In Settings > Billing, under Payment method, choose Add a payment card.
What happens to my team?
Team access is paused until the subscription is reinstated.
I cannot see the option to restart. What now?
Chat to V1CE with your account email.
Will I lose my contacts?
No. Contacts, card and page stay yours.