What happens when payment fails?

Customers are responsible for keeping a valid payment method on file. When a payment attempt fails, Pathmonk will notify you by email and provide some time to update your billing information before any changes are made to your account access.

We will send a series of 3 reminder emails over a 15-day period. Each message helps ensure you’re aware of the issue and have enough time to update your payment details.

Day 1 – First reminder

You’ll receive an email letting you know the payment attempt was unsuccessful. This message explains that the issue may be due to an expired card or a temporary bank hold. To avoid service interruption, you’re encouraged to update your payment method as soon as possible. The email also notes that the account will be disabled if payment is not completed within 15 days.

Day 7 – Second reminder (warning)

If the issue hasn’t been resolved after one week, a second email is sent. This message is more urgent and reminds you that your account will be disabled in 7 days if payment is not processed. A direct link to update your payment method is included.

Day 15 – Account disabled

If payment has still not been received after 15 days, a final email is sent notifying you that your Pathmonk account will be immediately disabled. This message also requests the removal of the Pathmonk tracking snippet from your website to avoid unexpected behavior.

Additionally, it explains that the account is now in breach of the Terms of Service, and if the outstanding balance remains unpaid for another 15 days, further action may be considered, including recovery proceedings. A link to settle the balance is provided if you wish to restore your account.

Restoring your account

If your account has been disabled after our reminder emails and you wish to continue using Pathmonk, you will have to pay the balance due, sign a new contract, and create a new account. Please contact support@pathmonk.com and we'll help you with the process.