Past-due billing

When a payment fails, TracsConnect doesn’t shut you off right away. You get a grace period — usually a few days — to update your card before anything stops working. A yellow or red banner appears at the top of every dashboard page so it’s hard to miss.

What you’ll see

A banner titled Payment Failed — Grace Period Active appears across the top of the dashboard. It counts down the days remaining and changes color as the deadline approaches:

• More than 3 days left: Yellow warning banner — “You have X days to update your payment method before service is suspended.”
• 3 days or fewer: Still yellow, but more urgent — same countdown.
• 1 day left: Red — “Your account will be suspended in 1 day. Update your payment method now.”
• Day of: Red — “URGENT: Your grace period ends today!”

The banner has an Update Payment Method → link that takes you straight to the Payment Methods tab.

What to do

1. Click Update Payment Method → in the banner (or open Billing > Payment Methods directly).
2. Add a new card if the old one expired or got replaced.
3. Set the new card as the default.
4. Once Stripe successfully charges the new card, the banner disappears and the account returns to normal.

If you also see a Complete Checkout button on the Overview tab, that means your initial signup didn’t finish — click it to finalize the subscription.

If the dashboard says your billing account is gone

Sometimes a banner says no billing account was found — usually after a tenant was created without finishing checkout. Contact support and we’ll get you sorted.

For staff who aren’t the owner

If you’re a Manager or Service Advisor and you see the banner but you don’t have billing access, flag it for the owner or admin. They’re the only ones who can update the card. Don’t worry — the rest of the dashboard keeps working through the grace period.